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DAY ONE Tuesday, January 29, 2019

7:30

Registration and Continental Breakfast

8:30

Chair’s Welcome and Opening Remarks

Hanady Elhadidy
Lead, Worldwide Medical Customer Engagement
Bristol-Myers Squibb

Align Contact Centers with Evolving Industry Trends

8:45

INTERACTIVE DISCUSSION Embracing Change — Adapt Contact Centers to New Customer Expectations

MODERATOR:

Frank Lock
Director Information Center
AstraZeneca

PANELISTS:

Kevin M. Curtin, PharmD
Group Head, Medical Affairs Contact Center, US Medical Affairs
GSK

Holli L. Simmons-Little
Director, The Lilly Answers Center
Lilly USA

9:30

Understand the Implications of Globalization for the Bio/Pharma Contact Center

Justin Saulino
Associate Director, Global Medical Information
Biogen

10:15

Networking and Refreshment Break

Design and Implement Successful Contact Centers

10:45

Medical Information and Contact Center Launch Collaboration

Margaret Carrico Nelson
Director, Global Medical Information, Biomedicines
Eli Lilly and Company

Holli L. Simmons-Little
Director, The Lilly Answers Center
Lilly USA

11:30

Understand the Process of Selecting and Engaging a Service Provider
in the Contact Center Environment

Sebastian Corriere
CEO & Founder
VesuvITas

12:30

Networking Luncheon

1:30

Overcome Roadblocks in Effective Vendor Partnership Management

Frank Lock
Director Information Center
AstraZeneca

Innovations in Contact Center Technology

2:15

Explore Artificial Intelligence in Medical Information & Contact Centers

Joe Pierce
President
EndPoint Technologies

3:00

Networking and Refreshment Break

3:30

Examine the Implications of Omnichannel Communications for Contact Centers

Mitchell Lieber
President
Lieber & Associates, Inc.

Bill Maikranz
Chief Technology Consultant
Lieber & Associates, Inc.

Benchmarking Spotlight

4:15

Live Polling Benchmarking Discussion

During this session, the benchmarking data provided by live polling serves as the basis for discussion and information exchange. Participants will gain industry best practices for managing contact centers and explore emerging trends. Questions will be selected based on a pre-conference survey sent to conference attendees.

MODERATOR:

Hanady Elhadidy
Lead, Worldwide Medical Customer Engagement
Bristol-Myers Squibb

5:00

Close of Day One

Networking, Wine and Cheese Reception immediately following the final session on day one

DAY TWO Wednesday, January 30, 2019

8:00

Continental Breakfast

8:30

Chair’s Review of Day One

Hanady Elhadidy
Lead, Worldwide Medical Customer Engagement
Bristol-Myers Squibb

Explore Developments in Compliance and Reporting

8:45

Embracing Change Through Innovation and Mitigating Compliance Risks to Ensure Operational Excellence

Kevin M. Curtin, PharmD
Group Head, Medical Affairs Contact Center, US Medical Affairs
GSK

9:45

IN-CONFERENCE TRAINING Strategies for Effective Staff Training and Retention

In ICMI’s 2018 Industry Insights research report, the number 1 challenge for contact centers is hiring, training and recruiting the staff needed to succeed. And number 3 is increasing employee engagement and morale. The cost of acquiring, training, and retaining talent is only increasing as we have a focus on higher order thinking skills and abilities. In this session we’ll explore trends, challenges, and solutions.

Fancy Leigh Mills
Group Training and Content Director
HDI/ICMI

There will be a Networking and Refreshment Break at 10:30

12:15

Close of Conference

Want more agenda details? Download the brochure.

DAY ONE Tuesday, January 29, 2019

7:30

Registration and Continental Breakfast

8:30

Chair’s Welcome and Opening Remarks

Hanady Elhadidy
Lead, Worldwide Medical Customer Engagement
Bristol-Myers Squibb

Align Contact Centers with Evolving Industry Trends

8:45

INTERACTIVE DISCUSSION Embracing Change — Adapt Contact Centers to New Customer Expectations

MODERATOR:

Frank Lock
Director Information Center
AstraZeneca

PANELISTS:

Kevin M. Curtin, PharmD
Group Head, Medical Affairs Contact Center, US Medical Affairs
GSK

Holli L. Simmons-Little
Director, The Lilly Answers Center
Lilly USA

9:30

Understand the Implications of Globalization for the Bio/Pharma Contact Center

Justin Saulino
Associate Director, Global Medical Information
Biogen

10:15

Networking and Refreshment Break

Design and Implement Successful Contact Centers

10:45

Medical Information and Contact Center Launch Collaboration

Margaret Carrico Nelson
Director, Global Medical Information, Biomedicines
Eli Lilly and Company

Holli L. Simmons-Little
Director, The Lilly Answers Center
Lilly USA

11:30

Understand the Process of Selecting and Engaging a Service Provider
in the Contact Center Environment

Sebastian Corriere
CEO & Founder
VesuvITas

12:30

Networking Luncheon

1:30

Overcome Roadblocks in Effective Vendor Partnership Management

Frank Lock
Director Information Center
AstraZeneca

Innovations in Contact Center Technology

2:15

Explore Artificial Intelligence in Medical Information & Contact Centers

Joe Pierce
President
EndPoint Technologies

3:00

Networking and Refreshment Break

3:30

Examine the Implications of Omnichannel Communications for Contact Centers

Mitchell Lieber
President
Lieber & Associates, Inc.

Bill Maikranz
Chief Technology Consultant
Lieber & Associates, Inc.

Benchmarking Spotlight

4:15

Live Polling Benchmarking Discussion

During this session, the benchmarking data provided by live polling serves as the basis for discussion and information exchange. Participants will gain industry best practices for managing contact centers and explore emerging trends. Questions will be selected based on a pre-conference survey sent to conference attendees.

MODERATOR:

Hanady Elhadidy
Lead, Worldwide Medical Customer Engagement
Bristol-Myers Squibb

5:00

Close of Day One

Networking, Wine and Cheese Reception immediately following the final session on day one

DAY TWO Wednesday, January 30, 2019

8:00

Continental Breakfast

8:30

Chair’s Review of Day One

Hanady Elhadidy
Lead, Worldwide Medical Customer Engagement
Bristol-Myers Squibb

Explore Developments in Compliance and Reporting

8:45

Embracing Change Through Innovation and Mitigating Compliance Risks to Ensure Operational Excellence

Kevin M. Curtin, PharmD
Group Head, Medical Affairs Contact Center, US Medical Affairs
GSK

9:45

IN-CONFERENCE TRAINING Strategies for Effective Staff Training and Retention

In ICMI’s 2018 Industry Insights research report, the number 1 challenge for contact centers is hiring, training and recruiting the staff needed to succeed. And number 3 is increasing employee engagement and morale. The cost of acquiring, training, and retaining talent is only increasing as we have a focus on higher order thinking skills and abilities. In this session we’ll explore trends, challenges, and solutions.

Fancy Leigh Mills
Group Training and Content Director
HDI/ICMI

There will be a Networking and Refreshment Break at 10:30

12:15

Close of Conference