Why Customer Experience Matters and What Pharma Needs To Do About It

Event details
Ernst & Young hosts and sponsors a key HBA event this year offering speakers Chris Moore and Laurence Buchanan from EY and Guido Jaramillo from Janssen.

As the pharmaceutical industry changes from the Pharma 2.0 'drug development and delivery' ecosystem, to the Pharma 3.0 'healthy outcomes' ecosystem, companies need to address the needs and demands of more complex, diverse and powerful customer groups including payers, patients and physicians and even the pharmacists. Pharmaceutical companies may not have had to invest in customer experience before, but it has become the key success factor now in this new health care environment where power is shifting out of their hands and new stakeholders are emerging. Armed with and empowered by new mobile phone technologies, apps, wireless devices and the internet, a new generation of super consumers has emerged who are increasingly questioning decisions made by other people for them and is demanding more transparency in information provided.

Learning objectives
1. Focus on experiences most important in building trust and adding value
2. Incorporate the use of data and analytics in driving high impact experiences
3. Develop a processes to continuously measure and refine/reimagine experiences incorporating tactical and innovative change
4. Detail experiences and translate them into prioritized requirements

Agenda
6:30 PM - 6:40 PM          Event registration/reception
6:40 PM - 6:50 PM          Meeta Luthra, director, UK Chapter - HBA introduction
6:50 PM - 7:10 PM          Consulting perspective – EY presents
7:10 PM - 7:30 PM          Industry perspective – Janssen Presents
7:30 PM - 8:00 PM          Q&A
8:00 PM - 8:30 PM          Drinks and canapés

Time zone: GMT

Event location
EY Becket House
1 Lambeth Palace Rd
London
SE1 7EU
020 7951 2000

Directions

Special instructions:
There is a taxi drop-off point at the front of Becket House.
By rail: Waterloo is the nearest mainline station.
By underground: Waterloo, Lambeth North and Westminster are all within walking distance.
On foot: From Waterloo Station
X York Road and Lower Marsh are the most open.
Please note: it is suggested that the station approach exit of Waterloo Station should be avoided as it is used by few people and is not considered the safest route.

Sponsor
Ernst & Young

Speakers
Guido Jaramillo
Senior commercial manager, Janssen

Christopher Moore
Partner, Ernst & Young EMEIA advisory services

Laurence Buchanan
Director, Ernst & Young

Registration information
Event is open to: HBA members and nonmembers
Online Registration deadline: 05/05/2014
Onsite (walk-in) registration: Is NOT allowed

Capacity
Is capacity limited? Yes
Space is limited to 30 registrants.

Cancellations/Refunds
Is this event refundable? Yes

Event Questions/Support
- Program contact for event details: Contact email ukhbachapter@gmail.com and/or phone 07734115916
- Membership questions: membership@hbanet.org or 973-575-0606 ext 1
- Trouble with online registration: events@hbanet.org or 973-575-0606 ext 3

Visit Us Online:
Web: https://www.hbanet.org/chapters/europe
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LinkedIn: http://bit.ly/HBAEur
Twitter: HBA Europe @hbanet_eur

Pricing

	Member	Non-Member
Regular Registration	€28.00 / $33.16	€35.00 / $41.45

Members receive up to 50 percent discount

Event Policies

Photography Policy
By registering for this event, you acknowledge that you may be photographed, videotaped, and/or audio-taped during the meeting and hereby give permission for your image, voice, or survey comments to be used in education, training, promotion, and/or trade and communications media by the Healthcare Businesswomen's Association in any and all media throughout the world, without restriction as to frequency or duration of usage.

COVID-19 Policy
The HBA requires that all persons who participate in in-person events do so at their own risk and that each participant agrees to the following agreement before taking part in the activity and urges all participants to act in such a manner as to protect their own safety and the safety of others.

By registering for this event, I fully understand that my participation in the program is purely voluntary. I desire to participate and agree to act reasonably and prudently under the circumstances. I further understand that any HBA volunteers participating in the activity will act individually and will not represent the HBA. As a condition to my participation the activity, I waive and release the HBA and their officers, employees, and agents from any claim that I may have for any damage to property or injury to my person that may result in whole or in part from my participation.

Special Needs Policy
The HBA will make reasonable modifications to policies and programs to ensure that people with special needs can enjoy all of its programs. Contact us if you require special accommodations for this event.