What you can expect from the 2020 agenda

All timings in CET

10:15am – 11:00am (CET) Tuesday

PANEL: Beyond digital transformation to a customer-centric revolution

  • Create new levels of customer satisfaction with an adaptive customer-centric vision that responds to quickly changing needs
  • Explore new open collaborations that will supercharge your transformation to a new, more effective commercial model
  • Immerse your company in the innovation explosion through a culture of test and learn and shorter project timelines
  • Provide value to patients beyond your products and step up to your role in the wider community to truly partner with your patients

Florent Edouard SVP, Global Head of Commercial Excellence Grünenthal

Lutz Bonacker SVP and General Manager, Commercial Operations Europe CSL Behring

Francesca Wuttke Chief Digital Officer Almirall

11:00am – 11:15am (CET) Tuesday

Rally your organisation behind change management to scale pockets of excellence into companywide innovation

  • Learn how Novartis unified 3 lighthouse projects under one strategy to accelerate implementation and digital transformation across commercial
  • Make quick change possible by upskilling across the entire organisation to build a company workforce capable of undertaking and delivering a successful transformation

Nikos Georgiades SVP, Global Head of Digital Commercial Execution Novartis

11:15am – 11:30am (CET) Tuesday

The Human Factor as a key driver for Modern Marketing

  • Today’s communication technology is great – so why isn’t it working?
  • Solve the Human factor to open the digital door to your customers
  • How do we learn and adapt to an everchanging environment – the Molecule method

Tina Ravn Strategy Lead Anthill

11:30am – 11:45am (CET) Tuesday

Case study: Realise a customer-centric reality by constructing your own Matrix Organisation

  • See how LEO Pharma discarded traditional function and brand structures to amplify customer engagement and experience benefits of cross-functional strategies
  • Embed commercial imperatives pre-launch by developing co-leadership strategies with R&D colleague

Patrice Baudry EVP, Global Marketing, Market Access, Medical Affairs LEO Pharma

11:45am – 12:00pm (CET) Tuesday

Live Q&A session

  • Our speakers join live to answer your questions

Tina Ravn Strategy Lead Anthill

Patrice Baudry EVP, Global Marketing, Market Access, Medical Affairs LEO Pharma

12:00pm – 12:15pm (CET) Tuesday

Networking break

12:15pm – 12:30pm (CET) Tuesday

The death of the digital function

  • Use digital to bring together marketing, sales, market access and medical strategies under the umbrella of customer centricity
  • Overcome cultural obstacles to embed a digital mindset across every team to truly upscale your digital presence

Mo Fors Head, Global Commercial Digital Innovation Almirall

12:30pm – 12:45pm (CET) Tuesday

Accelerate your transformation journey through new agile ways of working

  • Learn how Roche Diabetes Care enacted their agile strategy based on meeting customer need
  • Discover how to create a network of agile coaches to drive culture change throughout your organisation

Nebel Crowhurst Director, People and Culture Roche

12:45pm – 1:00pm (CET) Tuesday

Live Q&A session

  • Our speakers join live to answer your questions

Mo Fors Head, Global Commercial Digital Innovation Almirall

Nebel Crowhurst Director, People and Culture Roche

1:00pm – 1:15pm (CET) Tuesday

Who are my clients? Services strategies for collaborative ecosystems

  • Effectively meet individual customer need by including all healthcare stakeholders in your service strategy
  • See real business cases of how you can achieve personalised engagement through collaboratively designing innovative solutions with your customers

Michele Visciola CEO Experientia

1:15pm – 2:00pm (CET) Tuesday

PANEL: Map, engage and create relationships with the customer profiles of tomorrow

  • Successfully reintegrate rep visits into your engagement strategy with requalified customer archetypes based on evolved channel preferences
  • Nurture relationships with newly acquired customers who desire virtual-only interactions
  • Collaborate closely with KAMs to design reintegration strategies and digital only launch approaches that HCPs want

Danilo Pagano VP, Digital & Customer Engagement Lundbeck

Telea Herpin VP, Global Marketing, Global Brand Lead, Peripheral Neuropathic Pain Grüntenthal

Arun Mahtani Former VP, Channels Strategy & Digital Content Teva

Stefano Zagnoni Head of Digital Strategy and Innovation Janssen

2:00pm – 2:15pm (CET) Tuesday

Embrace new partnerships to deliver best-in-class customer experience

  • How Genentech used out of industry principles to break the customer’s ‘car salesman’ view of the pharma industry
  • Embrace the ethos of ‘the customer problem is my problem’ to truly partner and problem solve with your patients
  • Create partnerships with your broader ecosystem to provide new levels of value to customers

Nancy Brandt Senior Leader, Medical Customer Experience for Personalized Healthcare Roche

2:15pm – 3:00pm (CET) Tuesday

PANEL: Build the commercial skills and capabilities needed to excel in the customer first engagement model of the future

  • Upskill your team’s ability to flex and change based on customer need to be successful in a hybrid model of live and virtual interactions
  • Develop digital dexterity, resilience and a mindset that embraces new ways of connecting with customers
  • Ensure patient centricity is not lost in the virtual world

Philip McCrea Managing Director, Europe Red Nucleus

Norma Piggott VP, Commercial Learning & Development Takeda

Spencer Holt Head, Commercial Learning Innovation Centre AstraZeneca

Wade May Global CV Commercial Training Lead Bayer

3:00pm – 3:10pm (CET) Tuesday

Case Study: From concept to production - ensure effective production deployment through design

  • Maximise the return on the development of your sites
  • Respond to dynamic market demands with speed and automation
  • Ensure reliability is built in from the start
  • Understand the role of Service Levels in an agile world

Dan Hooker General Manager, Global Managed Services Appnovation

3:10pm – 3:20pm (CET) Tuesday

Let's talk! Why pharma should be adopting conversational AI

  • Meet customer demand instantaneously using conversational AI
  • Provide HCPs with information wherever and whenever they need it by learning lessons from other industries

Chris Finch Managing Director Earthware

3:30pm – 4:00pm (CET) Tuesday

Maintaining the pace of progress during a pandemic

COVID-19 has presented many challenges for businesses, but AstraZeneca has ensured that the pandemic has had a reduced impact on the availability and quality of cancer care. David Fredrickson, Executive Vice-President, Oncology Business Unit, and his team played a leading role in the Global roll-out of various initiatives that have ensured continuity of care for patients. Many of these activities have led to significant benefits for patients and the company plans to extend these beyond the pandemic. From digital solutions to home care and testing, David tells us how AstraZeneca was able to intuitively adapt to this ‘new normal’ and brings to life some of their most innovative strategies.

*Live Q&A with David included

David Fredrickson EVP, Oncology Business Unit AstraZeneca

4:00pm – 5:00pm (CET) Tuesday

Interactive Roundtable Sessions

Roundtable 1.
Unlock effective platforms through agile design. Hosted by Dan Hooker

Roundtable 2:
Deliver best-in-class customer experience, hosted by Nancy Brandt

Roundtable 3:
The role of the sales force in the new world. Hosted by Alexey Cherchago

Roundtable 4:
Keep patient centricity front and centre in the digital world. Host TBC

Nancy Brandt Senior Leader, Medical Customer Experience for Personalized Healthcare Roche

Dan Hooker General Manager, Global Managed Services Appnovation

Alexey Cherchago Head of Sales Excellence Europe Sandoz

11:15am – 12:15pm (CET) Wednesday

Panel: The Digital Culture Club: membership not guaranteed

  • Ensure your digital tools remain fit-for-purpose by bringing a campaign analysis attitude to your investment strategy
  • Ensure KPIs and metrics remain aligned with evolving customer engagement preferences or risk losing ground to competitors
  • Break silos and mold cross-functional teams to demonstrate digital value and create a more complete customer experience

Tara Stewart VP, Worldwide Engagement Planning & Content Capabilities Bristol Myers-Squibb

Blake Leitch Global Head of Marketing, Biosimilars Biogen

Gizem Ozbay Global Head of Marketing, Integrated Abbott

Karan Arora Commercial Chief Digital Officer AstraZeneca

Erik Raper VP, Life Sciences Portfolio Lead North Highland

12:00pm – 12:15pm (CET) Wednesday

Case Study: Amgen 2020 Bone Protection Project

  • Hear how Amgen converted over 10,000 patient conversations into actionable insights using NLP and AI
  • See why qualitative interviews were aligned with larger data sets to improve patient understanding and outcomes

Maren von Platen Commercial Lead, EU, AMGEVITA Amgen

12:15pm – 12:30pm (CET) Wednesday

Use patient cases to adapt your digital strategy and increase HCP engagement

  • How and why patient cases increase HCP engagement and enable a content strategy with a constant feedback loop
  • See practical case studies of how leading pharma companies measure HCP engagement and identify knowledge gaps that allow them to iterate their messages continuously

Anna Omstedt CEO MedUniverse

12:30pm – 12:45pm (CET) Wednesday

What physicians want. The future of engagement in the new normal

  • Beyond the virtual booth. How to engage with physicians in the virtual environment and encourage peer to peer interactions
  • See the gaps in your current external partner plan and fill them with new, digitally native partners

Karina Morley Global Head of External Scientific Affairs AstraZeneca

12:45pm – 1:00pm (CET) Wednesday

Live Q&A session

  • Our speakers join live to answer your questions

Maren von Platen Commercial Lead, EU, AMGEVITA Amgen

Karina Morley Global Head of External Scientific Affairs AstraZeneca

Anna Omstedt CEO MedUniverse

1:00pm – 1:15pm (CET) Wednesday

Agility in the new normal: How Sanofi revolutionised HCP content delivery at pace

  • Case study: Learn how Sanofi was able to reinvent their Global Microbiota Summit into a cross-channel, cross-regional customer experience that drove personalised customer engagement
  • See how to reorganise your internal processes to build a content library able to agilely adapt to customer need
  • Understand the importance of ‘bottom up’ adoption of agile ways of working from the country level, through to the global team

Jose Maria Guido Avila Global Lead, HCP Marketing Sanofi

Lamia Achour Medical Scientific Communications Team Lead Sanofi

1:15pm – 1:30pm (CET) Wednesday

Engage with health system actors to accelerate digital health solutions for patients; A case study from Novartis UK on how we pivoted with agility to respond to COVID-19

  • Explore the Novartis vision to go big on data and digital
  • Accelerate your digital transformation through the power of partnerships
  • See how the Novartis BIOME has been a catalyst for value creation, with specific examples from Health Hub 2020

Emma Höglund Head of Commercial Excellence and Digital Strategy, UK Novartis

1:30pm – 1:45pm (CET) Wednesday

Case Study: Rare disease education excellence from CSL Behring

  • See how CSL Behring increased awareness of Hemophilia during a time when Covid-19 was the focus of the world
  • Learn how the campaign was able to explode online and expand education beyond the patient population 

Miguel Pedro Senior Product Manager Iberia CSL Behring

1:45pm – 2:00pm (CET) Wednesday

Live Q&A session

  • Our speakers join live to answer your questions

Miguel Pedro Senior Product Manager Iberia CSL Behring

Jose Maria Guido Avila Global Lead, HCP Marketing Sanofi

Emma Höglund Head of Commercial Excellence and Digital Strategy, UK Novartis

2:00pm – 2:15pm (CET) Wednesday

Greater customer engagement through the reach and frequency model

  • Develop a brand-specific plan that tailors the scope and scale of your customer outreach strategy
  • Measure and weight your customer interactions to maintain a balanced engagement strategy that doesn’t invoke digital fatigue
  • How to accurately test across different brands to inform a scalable strategy

Neha Arora Hub Leader, Multi-channel Marketing (UK & Nordics) Eli Lilly

2:15pm – 2:30pm (CET) Wednesday

Building scientific networking through KOLs: Hear how Novartis introduces virtual advisory boards

  • Bridge the medical communication gap through international scientific exchange
  • Identify the right KOLs to engage with according to their strengths and digital behaviour
  • Collect scientific feedback to individualise the communication approach

Silviya Aleksandrova Head, International Business Development CredoWeb

Ventsislav Dobrev Business Excellence Operations Lead, European Central Cluster Novartis

2:30pm – 2:45pm (CET) Wednesday

Case study: Embed your social media campaign into an omnichannel strategy

  • Optimise your social media impact through strategic thinking by starting with your wider business objectives
  • Use social media to move from awareness to conversion by integrating into your cross-channel strategy
  • Identify best practice that enables you to launch, monitor and optimise your social media campaign

Cyril Mandry Social Media & Digital Marketing Director MSD

2:45pm – 3:00pm (CET) Wednesday

Live Q&A session

  • Our speakers join live to answer your questions

Neha Arora Hub Leader, Multi-channel Marketing (UK & Nordics) Eli Lilly

Cyril Mandry Social Media & Digital Marketing Director MSD

Silviya Aleksandrova Head, International Business Development CredoWeb

3:00pm – 3:15pm (CET) Wednesday

Case Study: How to build a consistent omnichannel engagement framework

  • Orchestrate your omnichannel symphony: how to ensure interoperability is correctly developed across all channels
  • Create a best-in-class customer experience with a coherent content strategy that values the engaging and eradicates the generic
  • No one size fits all: personalize omni approaches by using field team insights to inform creative and segmentation

Julie Kang Executive Director, Customer Engagement Strategy Sandoz

3:15pm – 4:00pm (CET) Wednesday

PANEL: New processes for a new normal – how to make agility part of your company DNA

  • Expunge the ‘because we’ve always done it this way’ mentality from your team to focus on the customer need and not the existing process
  • Discover how to make compliance your best friend when it comes to implementing new, more effective systems
  • The customer as your new CEO: ensure that company process is dictated by external not internal needs to be successful in the new world

Erasmus Holm CMO & Lead, Digital Transformation, Nordics MSD

Christian Velten Global Head, Medical Customer Experience Roche

Philip Atkinson Founder Hive-Logic, Coaching & Communications

Dirk Otto Head, Marketing Boehringer Ingelheim

Edel McCaffrey Communications Consultant HCA

4:00pm – 4:15pm (CET) Wednesday

Case study: Outside in: why looking outside the organization for imaginative tech can increase your knowledge of the digital customer

  • How to identify commonalities with external industry leaders to find suitable new technology investments and forge competitive advantage – success stories for mapping your customers through their digital journeys
  • The right tech, at the right time: forge cross-functional innovation teams that understand AI, ML and predictive analytics use-cases to ensure investments aren’t wasted

Haider Alleg Global Head, Digital Excellence Ferring

4:15pm – 4:45pm (CET) Wednesday

Fireside chat: JLABS: Partnerships in Service of Patients

Melinda Richter Global Head of Innovation, JLABS Johnson & Johnson

Panel: The future of marketing is now

  • Brands have access to more customer data and information than ever before. This data can allow you to tailor marketing to ensure relevancy of campaigns and each interaction with the customer. Understand how to differentiate messaging, identify customer segments, and leverage AI for automated experiences

Johann Evanno Marketing Director Ultimate Ears and Jaybird Logitech

Ian McGibbon Global Marketing Lead, Partnerships Bose Corporation

Harness the power and skillset of marketers to drive organisational change

  • Getting company-wide buy in can be a difficult task and slow adoption of new practices can be a real detriment to progress. To accelerate change, drive digital transformation, overcome dated infrastructure, and digitise journeys you need to prove value. Learn how to lead from the front and use the repertoire of skills marketers bring to the table to overhaul your company’s approach

Louisa Loran Vice President Global Customer Centric & Digital Transformation Maersk

The Role of Marketers in Digital Transformation and the Customer Journey

  • With the CMO now touching upon every part of the customer journey, the role has transformed from traditionally just marketing to a role in customer experience, sales, technology, content and more. Find out how the role of the CMO has changed and what widespread digital transformation means for marketing departments

Andrea Bargetzi Head Digital Marketing & Communications Credit Suisse

Mitigate Crisis and the Shift to Day-by-Day Management

  • As marketers we like to plan months and years ahead, mapping out each stage so we can maximise our customer interactions. The ongoing crisis has thrown that practice into turmoil, meaning we need to be agile and constantly changing our strategy as the situation demands. Outside of this we still need to keep an eye on long term changes on our industries and what new customer habits to prepare for

Andrea Kocsis Head of Digital Transformation Nestlé EMENA Nutrition


Workshops are for executives from pharma and biotech companies only
WORKSHOP: October 15th · 11 - 12pm (CET) · 60 MINS

In partnership with:
Online Seminar

Workshop 1: Overcome virtual fatigue to improve engagement with HCPs

81% of HCPs are unsatisfied with the way pharma engages with them, according to a recent McKinsey report. We must do better, but how can you do this? The task is made more difficult during these challenging times where were seeing the consequences of virtual fatigue on our engagement statistics.

Join this interactive workshop to develop a step by step strategy that ensures you’re creating valuable content that stands out from the rest. Through break out sessions and collaborative learning, you’ll learn how to:

  • 'Connect': We'll compare different media within the digital landscape and show you which ones are the best at creating meaningful connections.
  • 'Engage': Engagement isn't a one-way street. In this breakout session we'll give you the tools to truly interact with your target audience and develop relationships with your customers.
  • 'Measure’: You want to make sure to really get to know your audience, so you can build long-term relationships. In this respect, data insights are key, and we'll show you why and how to use them.

Create meaningful connections by presenting engaging content through the right channels and a measurable platform, and you can truly add value to the informational resources that HCPs demand. Join this workshop to learn how.

Sign up for this workshop now
WORKSHOP: October 15th · 3 - 4pm (CET) · 60 MINS

In partnership with:

Workshop 2: Create a disruption proof data strategy for assessing customer engagement and behaviours

Building a comprehensive data strategy that encompasses evolving, and sometimes conflicting, business and technology needs has been the Achilles heel of pharma for years.

The challenges are increasingly confounded by the growing multitude of data sources/feeds and the evolving complexity of cross-border technology and data sharing. As a result, data transformation to enable a holistic omni-channel engagement (patients and HCP’s) strategy for pharma companies has become slow and unwieldy.

Join us for an interactive workshop with pharma technology, analytics, commercial and marketing leaders to discuss:

  • Challenges faced to enable a future proof data strategy, focusing on the post-COVID scenario, given the overnight switch to digital channels
  • Learn how to better assess customer behaviours through the exponentially growing digital channels
  • How to design a modular and agile data solution without embarking on an ‘all-in’ path


  • Mark Halford, Senior Vice President, Life Sciences Practice, WNS
  • Pinaki Sarkar, Senior General Manager, Life Sciences Operations, WNS
  • Arun Saxena, Senior General Manager, Quality, WNS
  • Anurag Dikshit, General Manager, Life Sciences Operations, WNS

Sign up for this workshop now
WORKSHOP: October 20th · 11 - 12pm (CET) · 60 MINS

In partnership with:

Workshop 3: How to increase ROI on digital events?
Digital HCP Engagement in the COVID-19 Era and Beyond

It’s your job to engage with HCPs – even during a pandemic! Why not adopt strategies that will benefit you now, as well as long into the future?

Join this 60-minute interactive session where you will learn how you can benefit in the long term from strategies put in place during the pandemic. In the full-group discussion and breakout sessions we will cover the pros and cons of the different forms of HCP digital engagement, as well as the latest innovations that can help you nurture your relationships with valued customers.

In the context of longer-term, multi-channel, strategic planning, we will examine:

  • The tried-and-true digital techniques, such as email
  • The increasingly used techniques, such as video conferencing
  • The emerging techniques, such as personalized video messaging, which will stand out from marketing clutter

We will look at the value of each tactic including HCP receptiveness and the ease (or not) of analytics and reporting. Join this workshop to find out more.

Sign up for this workshop now

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