Experience Exchange

Transforming Healthcare with Customer-Centric Strategies through Integrated Data, Cultural Change and Real time Feedback

18 September 2024
2:00pm – 5:00pm
Central London

Register today!

Lessons from pharmaceutical industry leaders and CX best practices from outside of healthcare.

Inspired by successful transformations in industries like Financial Services, Retail and Hospitality, pharmaceutical companies are transitioning from product-centric to customer-centric approaches. But how can pharmaceutical companies plan and implement this cultural change?

Pharmaceutical companies already possess vast amounts of data that could enable them to better serve their customers. However, this data often exists in silos and the vast majority is unstructured, making it challenging to derive actionable insights.

Join Phil Durand, Customer Experience Expert, Jeremy Griffiths, XI Advisor at InMoment, and Caroline Fox, Commercial Director at InMoment, for our exclusive and interactive Experience Exchange in London on 18 September 2024. This event will draw on best practices from the pharmaceutical industry and other successful relevant sectors to discuss how to:

  1. Implement customer-centric and coaching-led cultures in highly regulated markets
  2. Integrate diverse structured and unstructured data sources—such as medical hotline transcripts, Advisory Board insights, survey data, and market research—to derive insights and improve patient and HCP experience
  3. Apply industry-specific AI and NLP to generate actionable insights, deliver business value, and enhance the HCP-pharma relationship
  4. Identify and address experience blind spots in pharma-HCP interactions

Why Attend

01

Gain Actionable Insights from Industry Experts

Learn from industry experts how to implement customer-centric cultures in highly regulated markets. This event promises to be an engaging exchange of ideas and experiences.

02

Network with Industry Peers

Connect with fellow professionals from the pharmaceutical industry and beyond. Share experiences, discuss challenges, and build valuable relationships that can support your journey towards a more customer-centric approach.

03

Enhance HCP relationships

Discover how pharmaceutical companies can leverage data-driven insights and customer-centric strategies to enhance HCP and patient relationships and drive business success.

Don’t miss this opportunity to explore the future of HCP engagement and how your company can lead the way. Sign up now to secure your spot!

Phil Durand, CX Consultant, Phil Durand Consulting
Phil is a freelance Customer Experience and Insights specialist. He is building on 20+ years experience in the industry, having most recently worked at Forsta (formerly Confirmit) where he supported the design and maintenance of client programs globally. His client list included such organisations as the Kingfisher Group, Computacenter, BSI, Bupa Global, Alfa Laval, Cognita Schools, Cromwell, TVH and Malvern Panalytical.

He has a strong background in customer experience and market research, being a a certified member of the Market Research Society (CMRS) and is also certified by the Customer Experience Professionals Association (CXPA – CCXP). He has been a frequent industry speaker and commentator, presenting at numerous events and webinars, as well as a recurring Industry Awards Judge.

Caroline Fox, Commercial Director, InMoment
Caroline Fox joined InMoment in 2023 from Adobe where she had spent 5+ years working with enterprise customers such as AstraZeneca, Lloyds Banking Group and NatWest, in support of their customer marketing and content management strategies.  Caroline is passionate about excellence in Customer Experience, believing that the last, best, experience a customer has anywhere becomes their minimum expectation, everywhere.  Her objective at InMoment is to get organisations as excited about the potential value of an integrated Customer Experience strategy as InMoment is.  She lives in the North East of England with her husband and two very barky miniature dachshunds.

Dr. Jeremy Griffiths, VP, Insight & Consulting, InMoment

Jeremy has over 25 years’ experience designing and delivering best practice customer and employee experience management programmes. Advising clients from multiple sectors, including Healthcare, Automotive, Financial Services, Hospitality and Technology and more, he provides a focus on delivering insight and data driven decision making. He thrives on the complexities of both B2B and B2C organisations and blends his rich knowledge of quantitative methods, analysis of unstructured data and CX best practices to consult and advise clients on strategy, governance and implementation.

Jeremy holds both an MSc and a PhD. in Ecology and Statistics from Imperial College, London. He is also a member of the MRS and ESOMAR.

Change Region

North America
United States/Canada (English)
Europe
DACH (Deutsch) United Kingdom (English)
Asia Pacific
Australia (English) New Zealand (English) Asia (English)