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Reinvent & Reimagine Your Customer-Engaging Pharma Multi-Channel Excellence Strategies

A One-Day, Virtual Conference & Networking Event, 8th September. PLUS: NEW Interactive Platform! Group Discounts - Send 4 For 3! Call +44 (0)20 3479 2299.

08.30 Registration, Morning Coffee & Objective Setting

09.00 GIC Welcome, Interactive Voting Introduction & Morning Co-Chairs’ Opening Remarks

Neha Arora, MCE Leader, Northern European Hub, Eli Lilly and Company

Katerina Zambeli, Brand Manager Diabetes, NovoNordisk Greece


09.05 Gold-Standard Omni-Channel Strategies That Produce Results In A Digital World

  • In the wake of Covid-19, how can omni-channel pharma marketing be truly customer-centric when digital is number one?
  • Post-pandemic, ensure digital doesn’t eclipse the range of existing channels in your omni-channel suite with some customers still opting for traditional communications
  • Inspire cross-department collaboration and break down the silos across sales, marketing and medical teams to build a united company front and push the boundaries of multi-channel marketing

Erasmus Holm, Chief Marketing Officer, Nordics & Baltics, MSD


09.25 Achieve & Sustain Multi-Channel Excellence When Channels, Customers & Restrictions Are Constantly Changing

  • With the push to digital in our socially-distanced new reality, how do you ensure that your channel strategy is truly omni-channel and goes above and beyond to guarantee vulnerable patients are included?
  • From Telemedicine, Zoom and Podcasts to Field Salesforce and Events: effectively blend new channels and ways of working into your existing portfolio
  • How have you created a united channel strategy throughout the business while working from home and encouraged a culture ready to embrace the change brought about by the pandemic?
  • Content, content, content: in a world of confused communication, how do you deliver a multi-channel strategy with clear and effective messaging for the people who need it most?

Benjamin Head, Director Digital Customer Engagement, Novartis

Kasper Jerlang, Head of Global Digital Marketing & Engagement, LEO Pharma A/S

Chiara Bolognini, Senior Manager, Digital Marketing, Bristol-Myers Squibb

Alexandra-Mareike Mehner, Head of Global Marketing Communications BioMonitoring, Merck KGaA


10.05 Delivering real ROI from Omni-channel, through data-driven understanding of the customer

  • What’s changed for customers?
  • Understanding the customer & data
  • The importance of segmentation
  • Optimising and integrating the channels
  • Optimising the return on investment (ROI)

Simon Grime, Director – Digital Engagement, Wilmington Healthcare

10.20 Morning Refreshment Break With Informal Networking


10.50 From Global To Local: Adapt Your Multi-Channel Strategies For Consistent Engagement & Results In Every Area

  • Navigate the ongoing complexities of local lockdowns and international travel restrictions to tailor your channel strategies per location and maintain performance across the board
  • What happens when increased digitalisation from head office doesn’t reach every location? Lessons learnt from the post-COVID digital push on your local and global strategies
  • Understand the effectiveness of international campaigns to ensure engagement across a wide audience base

Francesca Domenech Wuttke, Chief Digital Officer, Almirall


11.25 Making Multichannel Content: A Framework For Success

  • Exploring the fundamentals in creating multiple touch points for your targeted consumer and healthcare professional audiences
  • An overview of BBI Health’s propriety digital strategy tool: CustomerologyTM for Health. Used to help develop personalised and relevant healthcare content
  • How to develop a multichannel campaign using the: ‘Who, what, where and when’ model
  • Understanding how ‘digital mapping’ is a necessary starting point for developing multichannel marketing campaigns and why this initial investment increases the effectiveness of your touch points in the, ‘moments that matter’ with your audiences
  • Exploring a case study for multichannel campaign development in the natural supplement space.

David Moore, Director / MD, BBI Health


11.30 Successful Customer-Centric Multi-Channel Strategies & Personalised Customer Journeys For Meaningful Experiences & Maximum Engagement

  • Update your journey design to ensure seamless transitions across channels for long-lasting customer relationships
  • From the very first contact: map the end-to-end customer journey to really understand pain points and uncover opportunities for improvement
  • How can you measure if your interactions are meaningful?

Lin Lei, Director, Head of Customer Engagement, Teva Pharmaceuticals


11.55 How To Achieve Deeper, More Actionable Insights, With Fewer Meetings

  • Why commercial teams are keeping – and expanding – their virtual engagement strategies post-COVID
  • Why a hybrid engagement model is fast becoming the preferred way to gain insights from doctors, payers and patients
  • How the industry has adopted hybrid engagement to gain more actionable insights and move their projects forward

Kamla Jassal, Sr. Director of Business Partnerships, Within3


12.15 Successful Customer-Centric Multi-Channel Strategies & Personalised Customer Journeys For Meaningful Experiences & Maximum Engagement

  • Update your journey design to ensure seamless transitions across channels for long-lasting customer relationships
  • From the very first contact: map the end-to-end customer journey to really understand pain points and uncover opportunities for improvement
  • How can you measure if your interactions are meaningful?

Kristina Mee, Omnichannel Engagement Manager, Novartis

12.40 Lunch & Informal Networking For Speakers, Delegates & Partners

13.40 Afternoon Co-Chairs’ Opening Remarks

Dirk Abeel, Global Sales Director, Medicine, Reckitt Benckiser

Rorik van Welij, Worldwide Multichannel Capability Lead, Bristol-Myers Squibb

Brain Station 51 Case Study

13.45 Destination Cross-Channel: Why Should Pharma Companies Evolve From Multi- To Cross-Channel?

  • Today most of the Pharma companies are developing and evolving their own Multi-Channel and Omni-Channel capabilities
  • On this rocky path marketers are meeting many strategical, technical, organizational and process-related challenges, which need to be considered and resolved
  • In the presentation it will be showcased why the marketing evolution is important and how Cross-Channel can be achieved

Vladimir Tsvetkov, Director, Brain Station 51


14.00 Effectively Capture The Impact Of Multi-Channel Strategies With Up-To-Date Metrics & Analytics That Demonstrate Both Success & Room For Improvement

  • What are the best measures of customer engagement – and how does that vary per target audience?
  • What does success look like for the business and the customer?
  • Determining the KPIs for business-boosting multi-channel strategies
  • When it is impossible to determine direct quantifiable results, what can you do to determine the business benefits and attribute success to multi-channel excellence?

Boryana Zotkova, Global Development Lead Multi-Channel Reporting, Bayer

14.25 Bonus Session TBC


14.40 Harness HCP & Patient Research, Analytics & Data For Actionable Insights Which Drive Customer-Centric Experiences & Personalised Journeys

  • With patient and HCP needs and mindsets changing daily, gaining deep insight has never been more important – so what is needed to build that true understanding?
  • Harness patient, HCP and stakeholder insights across multiple channels to create a better user experience that builds long-term relationships
  • Effectively employ channel analytics and data to discover the most profitable channels for future planning and ongoing investment
  • After actioning insight-led decisions, ensure they continue to land in the right way – and know when to make further improvements

Caroline Pham, Scientific Digital Manager, Janssen

15.05 Afternoon Refreshment Break With Informal Networking


15.35 Data + Creativity
Ian Ray - Creative Director and Anne Marie Crivelli - Global Experience Director at Mind+Matter, will be discussing how the best programmes, the best campaigns, the best results, happen when these two disciplines work together.  Using real life examples to illustrate.   
As Steve Babcock, former Chief Creative Officer at VaynerMedia, puts it: “Creativity without data is just art. But data without creativity is neglect.”

Annemarie Crivelli, Global Experience Director, Mind+Matter

Ian Ray, Creative Director, Mind+Matter


15.55 Harness A Multi-Channel Approach & Content To Maximise Engagement Across Channels & Stakeholders

  • Shifting to digital in our new normal world
  • Content is everything! Go beyond the basics across your channels
  • KPIs to assess engagement performance and further engage stakeholders

José Luis Luna, Global Brand Director, Boehringer Ingelheim



16.20 From Analog To Digital: Digital Change As A Set Of New Fundamentals

Maximiliane Schoenberg, Head of Digital Marketing, Mepha Schweiz AG


16.45 Capitalise On Opportunities To Maximise Social Media Engagement & Performance In The Multi-Channel Mix

  • Exactly how does social media fit into and enhance our wider multi-channel strategy as digital continues to grow? And which channels should be a priority for specific audiences?
  • Apply concrete benchmarks to reflect current times and accurately report the success of social media within your marketing mix
  • Following on from COVID-19, ensure social media content is kept relevant and engaging for your audience in today’s ever-changing world
  • What new social media platforms could play a key yet compliant role for pharma in the near future? What KPIs should be used to assess their effectiveness and what they can bring to customers?

Stefania Alvino, Digital & Multichannel Marketing Manager, Daiichi Sankyo Italy


17.10 Put The Customer At The Heart Of Your Email Marketing Strategy For Content & CRM That Resonates & Engages

  • Join multiple touch points together and synchronise your email strategy with the wider marketing mix for increased engagement and multi-channel excellence
  • Retain customers and keep interest levels high with targeted content that is truly relevant to each and every customer segment
  • More than just the first name basis: what realistic strategies should you be using to push your personalisation to the next level?

17.35 Afternoon Co-Chair’s Closing Remarks & Official Close Of Conference

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