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Wednesday, October 21
 

7:45am PDT

Morning Refreshments & Exhibit Showcase
Wednesday October 21, 2026 7:45am - 8:45am PDT
Hilton La Jolla Torrey Pines

Wednesday October 21, 2026 7:45am - 8:45am PDT
Hilton La Jolla Torrey Pines
  Networking Break

8:55am PDT

Chairperson’s Day Two Introduction & Opening Remarks
Wednesday October 21, 2026 8:55am - 9:00am PDT
Hilton La Jolla Torrey Pines

Wednesday October 21, 2026 8:55am - 9:00am PDT
Hilton La Jolla Torrey Pines
  General Session

9:00am PDT

KEYNOTE: How the Cognitive Age is Changing Healthcare CX Beyond all Recognition
Wednesday October 21, 2026 9:00am - 9:30am PDT
Hilton La Jolla Torrey Pines
John Nosta is a thinker entrenched in the world of technology, science, medicine, and innovation.
We are entering the Cognitive Age—an era where AI, data analytics, and behavioral insights are transforming healthcare experiences at an unprecedented pace.

John's keynote explores how these innovations are reshaping customer interactions, engagement strategies, and patient journeys, creating opportunities for hyper-personalization and predictive insights. Attendees will learn how leading pharma organizations are leveraging cognitive technologies to anticipate needs, enhance decision-making, and deliver experiences that go far beyond traditional expectations. Prepare to rethink what’s possible in healthcare CX and see how the Cognitive Age is redefining engagement from the ground up.
Speakers
avatar for John Nosta

John Nosta

Keynote, Speaker, Innovation Theorist, NostaLab
Wednesday October 21, 2026 9:00am - 9:30am PDT
Hilton La Jolla Torrey Pines
  Keynote

9:00am PDT

KEYNOTE: The Digital Drug : Why Social Media needs Safety Labels
Wednesday October 21, 2026 9:00am - 9:30am PDT
Hilton La Jolla Torrey Pines
In a world wired for constant connection, what is it costing us to always be online? In this talk, Nishtha Jain unpacks the hidden dangers of social media addiction and how it is hijacking our attention, and changing how we live, connect, and feel. Drawing from personal experiences this talk proposes a revolutionary idea of having the Digital Safety Labels. It's time to pause, reclaim presence, and choose a more mindful relationship with technology.
Speakers
avatar for Nishtha Jain

Nishtha Jain

AI-Enabled External Innovation Platform Leader, R&D, CSL
Wednesday October 21, 2026 9:00am - 9:30am PDT
Hilton La Jolla Torrey Pines
  Keynote

9:30am PDT

Pharma's New Consumer-Grade Imperative
Wednesday October 21, 2026 9:30am - 10:00am PDT
Hilton La Jolla Torrey Pines
Every HCP a consumer in their "other life". Those experiences reset expectations, and pharma can’t afford to lag behind and play it safe. This session will set the stage for the Consumer-Grade Imperative, challenge pharma marketers to internalize this new HCP customer context, and introduce pathways to meet these customers where they are.
Speakers
avatar for Wayne Simmons, CCXP

Wayne Simmons, CCXP

Chief Marketing Office, Global Customer Excellence, Pfizer
Wayne Simmons is a commercial-focused customer experience leader within the Chief Marketing Office (CMO) of Pfizer, where he is responsible for crafting a first-of-a-kind global customer excellence strategy and leading the adoption of customer-centric ways of working within brand... Read More →
Wednesday October 21, 2026 9:30am - 10:00am PDT
Hilton La Jolla Torrey Pines
  General Session

10:00am PDT

Marketing to Scientists: Why B2B Life Sciences Breaks Every CX Rulebook
Wednesday October 21, 2026 10:00am - 10:30am PDT
Hilton La Jolla Torrey Pines
A look at how engaging researchers and lab decision-makers differs fundamentally from HCP or patient marketing — highly technical audiences, long research cycles, and trust built on data rather than emotion. A useful counterpoint for a pharma-marketing audience used to thinking about HCP/patient CX.
Speakers
avatar for Joanne Dimitrakopoulos

Joanne Dimitrakopoulos

Director of Digital Marketing, Takara Bio
Wednesday October 21, 2026 10:00am - 10:30am PDT
Hilton La Jolla Torrey Pines
  General Session

10:30am PDT

Morning Networking & Exhibit Break
Wednesday October 21, 2026 10:30am - 11:00am PDT
Hilton La Jolla Torrey Pines

Wednesday October 21, 2026 10:30am - 11:00am PDT
Hilton La Jolla Torrey Pines
  Networking Break

11:00am PDT

Efficiences and Compliance Driving Launch Excellence with a Seamless CX Strategy
Wednesday October 21, 2026 11:00am - 11:30am PDT

Speakers
avatar for Mayank Agrawal

Mayank Agrawal

Head of Commercial Excellence, AstraZeneca
Mayank Agrawal is a pharmaceutical and biotech executive with over 16 years of commercial experience across global and regional markets. Currently serving as the Head of Commercial Excellence at AstraZeneca, Mayank leads commercial transformation designed to drive growth while mitigating... Read More →
Wednesday October 21, 2026 11:00am - 11:30am PDT
  General Session

11:30am PDT

The Rare Disease Playbook: Why Precision Beats Scale in Patient-Centric Commercial Models
Wednesday October 21, 2026 11:30am - 12:00pm PDT
Hilton La Jolla Torrey Pines
Most pharma commercial models are built for scale — broad reach, broad segments, broad messaging. Rare disease brands don't have that luxury, and increasingly, that constraint is becoming an advantage. Vinícius Dantas Alves, Associate Vice President & Global Brand Lead for ASMD at Sanofi, makes the case that rare disease commercialization — where every undiagnosed patient represents a missed opportunity and every barrier removed changes a life — demands a fundamentally different playbook than mainstream pharma marketing. In this session, Vinícius explores how AI-enabled tools are helping rare disease teams find the undiagnosed, personalize outreach at the individual level, and remove access barriers with a precision that mass-market brands rarely need. For CX leaders working in larger therapeutic areas, this is a masterclass in what patient-centricity looks like when there's no room for a "good enough" segment — and why some of the sharpest commercial innovation in pharma right now is happening in rare disease, not primary care.
Speakers
avatar for Vinícius Dantas Alves

Vinícius Dantas Alves

Associate Vice President & Global Brand Lead, Sanofi
Wednesday October 21, 2026 11:30am - 12:00pm PDT
Hilton La Jolla Torrey Pines
  General Session

12:00pm PDT

The Great Segmentation Debate: Precision Targeting vs. Patient Privacy
Wednesday October 21, 2026 12:00pm - 12:45pm PDT
Hilton La Jolla Torrey Pines
AI has made precision targeting more powerful than ever — pharma brands can now identify, segment, and personalize outreach to patients and HCPs with a level of granularity that was unimaginable a few years ago. But that same precision is raising uncomfortable questions the industry can no longer sidestep: How much personal data is too much? Where's the line between relevant and invasive? And who's accountable when a "personalized" experience feels like surveillance? This panel brings together voices from brand, compliance, and data strategy to debate the tension at the heart of modern pharma CX — the pressure to deliver hyper-relevant experiences versus the responsibility to protect patient trust and privacy. Expect real disagreement, not a tidy consensus: panelists will challenge each other on where the industry should draw the line, and what happens to brands that get it wrong.
Wednesday October 21, 2026 12:00pm - 12:45pm PDT
Hilton La Jolla Torrey Pines
  Panel

12:45pm PDT

Networking Lunch
Wednesday October 21, 2026 12:45pm - 1:45pm PDT
Hilton La Jolla Torrey Pines

Wednesday October 21, 2026 12:45pm - 1:45pm PDT
Hilton La Jolla Torrey Pines
  Networking Break

1:45pm PDT

Experience as a Medicine: Turning Friction Into Trust, Adoption, and Growth What happens when science is no longer the differentiator?
Wednesday October 21, 2026 1:45pm - 2:15pm PDT
Hilton La Jolla Torrey Pines
The life sciences industry has spent decades competing on innovation, efficacy, and access. Yet as products proliferate, information becomes ubiquitous, and AI reshapes engagement, organizations face a new question:
When science is comparable, what drives confidence, trust, adoption, adherence, and loyalty?
This session explores idea and provides practical approaches that experiences . . . the realities patients, clinicians, and care teams encounter across awareness, access, treatment, support, and follow-through . . . may be the most overlooked drivers of both human and business outcomes.
Speakers
avatar for Richard Schwartz

Richard Schwartz

Theorist, Rx4CX
Wednesday October 21, 2026 1:45pm - 2:15pm PDT
Hilton La Jolla Torrey Pines
  General Session

2:15pm PDT

KEYNOTE: Dear Big Pharma: The AI-powered Future Patient is Here
Wednesday October 21, 2026 2:15pm - 2:45pm PDT
Hilton La Jolla Torrey Pines
What happens when patients start innovating faster than the system?
In this keynote, John Duffield (the Future Patient) and survivor of two open-heart surgeries reveals how a new generation of tech-savvy, emotionally intelligent patients are reshaping healthcare from the inside out. With AI as his constant companion, he shows how digital tools are being used not just to cope, but to create. From algorithmic empathy to self-built recovery systems, he explores how his lived experience is now a force for systemic change... and why the most innovative health systems will be the ones that learn from them. This talk challenges Big Pharma and the health industry to rethink their pace of innovation and invites them to partner with the very people already building the future of care.
Speakers
avatar for John Duffield

John Duffield

Patient Survivor, Health Futurist
John Duffield is a 2x open-heart surgery survivor, speaker, health futurist, and entrepreneur shaping the future of healthcare through technology and human insight. A trusted advisor to Fortune 500 brands like Novartis, Merck, AstraZeneca, he connects AI, creativity, and immersive... Read More →
Wednesday October 21, 2026 2:15pm - 2:45pm PDT
Hilton La Jolla Torrey Pines
  Keynote

2:45pm PDT

Afternoon Networking & Exhibit Break
Wednesday October 21, 2026 2:45pm - 3:00pm PDT
Hilton La Jolla Torrey Pines

Wednesday October 21, 2026 2:45pm - 3:00pm PDT
Hilton La Jolla Torrey Pines
  Networking Break

3:00pm PDT

The Digital Trust Economy: Rebuilding Patient CX through Transparency
Wednesday October 21, 2026 3:00pm - 3:30pm PDT
Hilton La Jolla Torrey Pines
We face a systemic breakdown in healthcare trust, but the solution isn't just a technology fix—it's a Customer Experience (CX) intervention. This talk operationalizes the Digital Trust Economy, transforming the complex problem of provider-patient friction into a unified, high-value experience that fuels engagement and loyalty for both HCPs and patients.
Speakers
avatar for Erin Echter, PhD

Erin Echter, PhD

Enterprise Patient & Consumer Marketing Lead, Genentech
Wednesday October 21, 2026 3:00pm - 3:30pm PDT
Hilton La Jolla Torrey Pines
  General Session

3:30pm PDT

The Evolution of Omnichannel in Pharma - Enhancing Personalized Experiences
Wednesday October 21, 2026 3:30pm - 4:00pm PDT
Hilton La Jolla Torrey Pines
Omnichannel engagement in pharma has evolved far beyond simply coordinating messages across channels—it’s now about delivering truly personalized experiences that meet HCPs and patients where they are. This session explores the latest trends, technologies, and strategies shaping omnichannel execution, from AI-powered orchestration to data-driven insights that inform content and timing. Learn how to break down silos, create seamless journeys, and measure the impact of integrated campaigns that resonate on a personal level. Discover how organizations are transforming omnichannel from a tactical approach into a strategic driver of engagement and loyalty.
Speakers
avatar for Janey Jung Erdosa

Janey Jung Erdosa

Principal, Omnichannel Analytics Experience Operations/Digital Innovation, Genentech
Wednesday October 21, 2026 3:30pm - 4:00pm PDT
Hilton La Jolla Torrey Pines
  General Session

4:00pm PDT

Chairperson’s Wrap-up & Closing Remarks
Wednesday October 21, 2026 4:00pm - 4:00pm PDT
Hilton La Jolla Torrey Pines

Wednesday October 21, 2026 4:00pm - 4:00pm PDT
Hilton La Jolla Torrey Pines
  General Session
 

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Hilton La Jolla Torrey Pines
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