About Summit
Held November 16-17 2021, the November Virtual Summit Series included two 90 minute sessions, featuring a mix of thought leader presentations, case studies, research, and panels.
Check out the videos, slides, and resources from the summit below.
Day 1 Resources
CX Strategy for 2022
Modular Content: Making The Vision Of Data-Driven Customer Experiences A Reality In The Modern World Of Healthcare Marketing
- David Windhausen, President, Intouch B2D
Customer Experience in Life Sciences
- Fred Reichheld, Bain Fellow and Creator of the Net Promoter System
- Rich Schwartz, Head of Life Sciences Experience, Medallia
Panel Discussion on the Customer Experience Metrics
- Andrea Gaymon, Chief Experience Officer, Healio Strategic Solutions
- Justin Grossman, Managing Partner, Meltmedia
- Sharon Dotson, Executive Director, Experience Orchestration and Delivery, Genentech
Day 2 Resources
The Future of CX Design for HCPs
Customer Experience New Research Results
Localization of HCP Customer Experience
- Hans Kaspersetz, Chief Innovation Officer, Relevate Health
- Dave Mihalovic, EVP, JUICE Pharma
The Rep Experience
- Elizabeth Otterman, Vice President Business Consulting, Veeva
- Mandy Breckbill, Healthcare Executive Director, Genentech
Closing Fireside Chat
- Mark Bard, Co-Founder, DHC Group
- Laurie Meyers, Sr. Director, Engagement and Experience Design, Genentech
Featured Resources
NEW From DHC and Medallia
Customer Experience in Life Sciences
This report is the summary of collaboration between DHC Group and Medallia on the latest insights, opinions, and data throughout the life sciences industry, its leading experts, and its customers.
REPORT
What Healthcare Consumers Want and Need
Offering a look at the media preferences of consumers today, CMI Media Group has released a new report, 2021/2022 Media Vitals™ What Healthcare Consumers Want and Need from Life Sciences Manufacturers.
ON-DEMAND WEBINAR
CX Experts Discuss
Rich Schwartz and Mark Bard of the DHC Group share research findings from both HCPs and marketers taking a look at the current role of customer experience in life sciences.