6th Annual Pharma Customer Experience Management Summit

2 - 4 Apr 2019, Vienna

6th Annual Pharma Customer Experience Management Summit has been designed to provide you a unique opportunity to get insights into areas such as customer centricity, customer engagement ecosystem or the effective multichannel strategy. Get the answers to your questions regarding the engagement with customers in digital world, the journey of successful digital transformation, analysing data to provide personalized experience both locally and globally. You will learn how to bring multiple customer touch-points together, how to become more customer-centric, how to interact with customers via social media/apps, or how to boost the business with chatbots.

By attending this summit, you will have access to key learnings and valuable tips from senior experts representing TOP pharmaceutical companies internationally. The limited seats in the audience ensure great networking opportunities and friendly atmosphere.


3 co-located cem
3 co-located cem banking 3 co-located cem banking 3 co-located cem pharma

Key Speakers

Danilo Pagano
Head of Global Customer Engagement



Helena Chung

Patient Engagement Director for Oncology

Carl Smith
Sr. Director Marketing Institute and Customer Experience
Ela Lilly

Geoff Rollason
Patient Experience and Service Director

Sandrine Piotelat
Senior Director, Patient Experience Strategy & Implementation

Luigi Capani
Head of Customer Innovation - International

Key Topics

  • Mapping the customer journey and analysing data, measuring the satisfaction
  • Changing the mindset, culture and practices to develop customer-centric approach
  • The key steps to increase the brand awareness
  • The added value delivered to the customers with the help of digital
  • The effectiveness of multichannel communication
  • The importance of empathy and emotional factor in CEM – building a trusty
  • Partnering with physicians to address their primary concern: how to serve the patient better
  • How to deliver a global role in local environment and enable the country execution – breaking the silos
  • The role of AI in pharma CEM

Who Should Attend

Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors, Heads of departments from pharma industry involved in:

  • Patient Engagement
  • Customer Centricity
  • Customer Connectivity
  • Customer Experience
  • Customer Insight
  • Multichannel Engagement
  • Customer Interaction
  • Business Unit
  • Customer Operations
  • Multichannel Strategy
  • Multichannel Excellence
  • Digital Experience
  • Marketing
  • Customer Solutions
  • Customer Excellence
  • Brand

Register for event



Allan Lloyds Group
Trnavska cesta 82, 821 02 Bratislava, Slovakia

+421 221 025 322


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