Learn How Pharma is Unlocking the Power of CX to Improve the Oncology Patient and HCP Experience
Join the Pharma CX Series this September at the Nassau Inn in Princeton, NJ for a 1-day pharma CX oncology masterclass. This event will explore how pharma is redefining the standard for customer experience excellence for oncology brands.

The 2nd Annual Pharma CX Oncology Summit will bring together 25+ speakers and 125+ pharma marketing and CX leaders to explore how pharma can improve the oncology customer experience. Learn from leading pharma oncology brands about what they are doing to deliver better experiences for oncology patients and HCPs, while improving business outcomes.
The Nassau Inn
10 Palmer Square
Princeton, NJ 08542
Date & Time
September 26, 2024
09:00 - 05:00PM EST
Reception to Follow
Why Attend the Pharma CX Oncology Summit?
PanAgora Pharma CX events are unique within the industry because attendance is limited to ensure each event is industry-led. Of the attendees, our goal is to maintain at least 65% attendance from pharmaceutical, medical device, and diagnostics companies (mainly comprised of senior-level marketing and customer experience executives within those organizations). This is done to create a peer-to-peer knowledge sharing and learning environment that prioritizes meaningful relationship building amongst like-minded pharma marketing and customer experience business leaders.

Attendees of PanAgora Pharma CX conferences will have ample opportunity to connect with other attendees, engage with conference speakers, panelists, participate in Q&A and interactive sessions, and network amongst peers.
Speaking Faculty (2023)

Sunny Yarrish

Anupam Singh
Shelia Carter
Julia Helms
Jason Fu
Chase Feiger 
Sohni Dailey
Vijay Iyengar
Richard Schwartz
Mark Bernstein
Dani Girardi
Josh Konetzni
Amy Turnquist
Lori Hancock
Jen Dwyer
Markus Hinderberger
Sharon H. Streets, BSN, RN
Allison Pierce
Seth Painter
Anton Yarovoy
 Zachary Capetola
Lori Goldberg
Agenda (2023)
08:00 AM
Registration Open

Hosted in the Hotel Lobby

Welcome Breakfast

Hosted in the Exhibition Area

09:00 AM
Opening Remarks from the Conference Chair

Seth Painter, Director, Strategic Partnerships, Ostro

09:15 AM
PERSPECTIVES: Building Blocks for Improving the Oncology HCP Experience

• As an industry, how are we doing in terms of CX for oncology providers?
• What is unique about oncology HCPs and their experience, and how do we approach that?
• Does the oncology HCP experience even matter?
• What are some specific initiatives, campaigns, techniques or technologies that are improving the oncology HCP experiences?

Jason Fu, Director, Global Customer Experience Market Lead, Pfizer
Zach Capetola, Oncology Omnichannel Strategy, Merck
Richard Schwartz, Life Sciences Practice Lead, Qualtrics

Moderated by: Seth Painter, Director, Strategic Partnerships, Ostro

09:50 AM
How to Improve the Experience and Create Value for Visitors Interacting with Your Brand’s Digital Properties

Chase Feiger, MD, Founder, Ostro

10:15 AM

Omnichannel to Generative AI: Optimization of CX in Oncology

Shetal Vyas, Vice President, GM, Uro-Oncology, Ferring Pharmaceuticals

10:45 AM
Networking Break

11:20 AM
PERSPECTIVES:  Leveraging Technology to Enhance the HCP Experience

The importance of technology as it applies to the HCP experience cannot be overstated. Almost every touchpoint on the HCP customer journey is affected by technology in one way or another. Are we using it to optimize the customer experience? Can technology have a negative effect? Where can pharma do better?

• As an industry, how are we doing in terms of CX for oncology providers?
• How is technology enhancing the HCP experience for your specific product / market / therapy / patient population?
• When considering CX technology, what's changed in the past 12 months?
• How are AI and other emerging technologies being leveraged to drive better engagement with HCPs?

Vijay Iyengar, Senior Director, Sales and Marketing Strategic Solutions, Eisai
Shelia Carter, Associate Director, HCP Channel Strategy and Engagement, Merck
Jennifer Dwyer, Sr. Vice President, Sales, OptimizeRx

Moderated by: Chase Feiger, MD, Founder, Ostro

11:55 AM
PERSPECTIVES: Enhancing Patient Engagement in Oncology: Collaborative Strategies for Better Outcomes

Join us for a panel discussion that delves into the crucial realm of patient support within the Oncology space. Clinical nurse educators and pharma leaders will come together to explore and emphasize the pivotal role that pharma is now playing in providing patient engagement services to drive improved outcomes, holistic care, and shared decision-making.

Marcy Adams, DBA, MBS, RN, BHA, VP & GM, Field Network teams
TJ Bedard, BSN, RN, National Clinical Manager
Kelsey Singh, BSN, RN, Clinical Nurse Educator
Kara Rezinas Saad, BSN, RN, Clinical Nurse Educator

Moderated by: Josh Konetzni, SVP & Head of Business Development, VMS BioMarketing

12:30 PM
Networking Lunch Break
01:30 PM
CASE STUDY: Customer Experience Must Be More Than a Conversation!

Organizations must be willing to implement a change journey that (1) redefines the way organizations organizes around customer experience, and (2) leverages a digital-first perspective and an omnichannel approach to interact with customers. Take advantage of a real-life demo and learn how artificial intelligence has advanced the way commercial organizations can better prepare and support the way they engage with Oncologists.

Markus Hinderberger, Executive Director, Omnichannel, (former) BMS

01:55 PM
PERSPECTIVES:  Field Force and the Oncology Customer Experience

• What is the role of the field force in the oncology customer experience?
• How can pharma best leverage the field force to improve the HCP experience, and also the patient experience?
• What are some things you should not do with the field force?
• What are some specific examples of field force initiatives that have improved overall CX?

Sohni Dailey, Director, Omni-Channel Operations, BMS
Dani Girardi, Senior Therapeutic Specialist, Oncology, Gilead
Mark Bernstein, Director, Commercial Operations and Analytics, UroGen Pharma

Moderated by: Amy Turnquist, Principal, North Highland & NA Operating Board, Healthcare Businesswomen's Association

02:30 PM
Making Compelling Ads in the Oncology World

How do we make oncology ads that are compelling? With a constant flow of new drugs to market, positioning new products to oncologists and patients is increasingly more competitive. In this talk, we’ll discuss the hurdles faced by industry marketers in creating oncology ads: from biased focus groups to oncology patient feedback, and the rules to overcome them.

Anton Yarovoy, Head of Life Science Marketing, Tempus

02:55 PM
Networking Break
03:25 PM
PERSPECTICVES: Innovations in Omnichannel, Media + CX

• With regard to oncology, what does 'omnichannel' mean to you?
• With a myriad of applications, how are you leveraging media?
• What does 'next best action' mean to you? To your customers in the world on Oncology therapy?
• What are some examples of effective use of omnichannel strategies or technologies in the Onc space?

Lori Hancock, Director Channel Strategy & Engagement Team, Oncology, Merck
Julia Helms, Assoc. Director, Omnichannel Strategy, BMS
Anupam Singh, NA Digital Marketing & Media Lead, Oncology & Rare Disease, Novocure

Moderated by: Lori Goldberg, President, Silverlight Digital

04:00 PM
CASE STUDY: Breaking Barriers

Leveraging Digital to Empower Patients + Physicians towards Shared Decision-Making

Sunny Yarrish, Director of Marketing, Digital & Omnichannel Strategy, Myriad Genetics
04:25 PM
PERSPECTIVES: Redefining the Oncology Patient Experience in Pharma

• What is unique about the oncology patient experience and how do we approach that?
• What is specifically unique or challenging for your patient population?
• What concepts can be transferred from other therapies that can be useful for optimizing oncology therapies?
• What are some specific initiatives, campaigns, techniques or technologies that are improving oncology patient experiences?

Allison Pierce, Sr. Manager, CX Strategy - Service Design, Pfizer
Sharon H. Streets, BSN, RN, Director of Treatment Operations, Adaptimmune
Sunny Yarrish, Director of Marketing, Digital & Omnichannel Strategy, Myriad Genetics

Moderated by: Seth Painter, Director, Strategic Partnerships, Ostro

05:00 PM
End of Conference

Reception / Happy Hour to Follow

Sponsorship & Exhibition Opportunities 
Stay in Princeton
The Nassau Inn
10 Palmer Square, Princeton, NJ 08542
This year's Pharma CX Oncology Summit will take place at the historic Nassau Inn in downtown Princeton. The Pharma CX Oncology Summit has a room block at the Nassau Inn for the night of September 20th.

To reserve a room at the discounted room block rate ($219/night plus tax), please call the Nassau Inn (609-921-7500) and reference the PanAgora Pharma CX Oncology Summit 2023 Room Block.

(UPDATE 8/30) The room block only has a few rooms remaining and if you have not yet booked, we recommend you make your reservation ASAP.
Don't Miss the Pharma CX Oncology Summit 2024!

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