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Book A Virtual Pass Before 5pm Today For Just £269*! New Inspirations From 20 Pharma Brands As They Rethink & Update Their Customer-Engaging, Multi-Channel Excellence Strategies For Our Changed Reality!

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

OMNI-CHANNEL IN A DIGITAL REVOLUTION - DOUBLE PERSPECTIVE

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

09.05 Perspective One
Erasmus Holm, Chief Marketing Officer, Nordics & Baltics, MSD

09.30 Perspective Two
Chiara Bolognini, Senior Manager, Digital Marketing, Bristol-Myers Squibb

MULTI-CHANNEL EXCELLENCE - THOUGHT LEADERS PANEL DISCUSSION

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

  • With the push to digital in our socially-distanced newreality, 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


Florent Edouard, SVP Global Commercial Excellence, Grünenthal


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


Philippe Kirby, Global Digital Engagement Capability Lead, MSD International GmbH


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


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

10.35 Morning Refreshment Break With Informal Networking

ACTIONING CUSTOMER INSIGHTS

11.00 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

BONUS SESSION

11.25 Case Study

Wilmington Healthcare

CUSTOMER-CENTRIC JOURNEYS - PERSPECTIVE ONE

12.05 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

12.35 Lunch & Informal Networking For Speakers, Delegates & Partners

Afternoon Co-Chairs’ Opening Remarks

Dirk Abeel, Global Sales Director, Medicine, Reckitt Benckiser


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

CUSTOMER-CENTRIC JOURNEYS - PERSPECTIVE TWO

13.25 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

13.50 Bonus Session Reserved For Exclusive Conference Partner

MEASUREMENT & CHANNEL ANALYTICS - ROI

14.30 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

GLOBAL VS LOCAL STRATEGY

14.55 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

STAKEHOLDER ENGAGEMENT

15.20 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

 

15.45 Afternoon Refreshment Break With Informal Networking

DIGITAL CASE STUDY

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

Maximiliane Schoenberg, Head of Digital Marketing, Mepha Schweiz AG

SOCIAL MEDIA SUCCESS

16.35 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

EFFECTIVE CRM & EMAIL MARKETING

17.00 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?

Caz Hanrahan, Director of Product, Campaign Automation, GSK

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

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