Day 3 | Friday, September 6
8:30 am - 8:50 am
Sunny Side Up Breakfast
8:50 am - 9:00 am
Chairperson’s Opening Remarks
9:00 am - 9:30 am
KEYNOTE | Why Digital Accessibility is Critical to the Patient & Customer Experience
Steve Framil -
Corporate Global Head of Accessibility,
Merck
With the post-pandemic rise of the digital patient, the expectations for a seamless omnichannel customer experience continue to accelerate. Consumer market driven adoption of wearables, smartphone apps, and social media-based disease support groups have started to alter what patients expect from the health care industry. Given that many patients have comorbidities and disabilities, digital accessibility standards are critical for inclusivity and providing equal access to the digital content – whether it be clinical trial e-diaries, vaccination scheduling applications, digital health solutions and personalized drug delivery systems, or informational disease awareness websites. Explore the WHY, WHAT, and HOW digital accessibility is critical to the patient and customer experience:
- WHY: disability inclusion in health equity
- WHAT: digital patient ecosystem
- HOW: inclusive design standards
9:30 am - 10:00 am
KEYNOTE | The Future of Pharma CX: Aligning Teams & Digital Channels
Tarak Shah -
Head of US Customer Engagement,
Ferring Pharmaceutical
Learn about the evolution of customer experience and engagement in the pharmaceutical industry as the traditional sales-based model shifts into an account-based engagement model. As customer needs change, seamless coordination between sales, market access, payer-facing teams, and medical teams has become essential. We'll discuss how to leverage digital channels within an omnichannel framework to create cohesive and impactful customer interactions. Attendees will gain insights into aligning team efforts from each touchpoint of the customer journey and integrating these strategies to enhance customer experience.
10:00 am - 10:15 am
Energy Boost Break
10:15 am - 11:15 am
Business Meetings
11:15 am - 12:15 pm
POWER HOUR | Engage, Empower & Elevate Your Workforce
Felicia Davis -
Vice President, Workforce Transformation,
Ultimate Medical Academy
Brandi Yates - Associate Vice President of Learning and Development, Ultimate Medical Academy
Will Davis - Organizational Development Leader, BayCare Health System
Jaysa Boyer - Head, Employer Engagement, Ultimate Medical Academy
In this dynamic session, we explore the critical aspects of employee engagement, career architecture, and experience and their far-reaching impact on workforce sustainability and growth. Guided by leaders in talent acquisition, learning and development, and workforce development, attendees will gain comprehensive insights from key players in building and optimizing the workforce.
