As senior vice president of customer distribution experience at McKesson, Ammie McAsey makes it a point to connect her day-to-day work with the company’s mission of improving healthcare in every setting. Learn how she’s working to connect the healthcare ecosystem to bring additional access and benefits to patients. Highlights include:

• Her view of the opportunities for collaboration to build a better healthcare value chain
• Discussion of how we can improve the patient’s experience
• Areas where she sees the most potential for innovation across healthcare

Colin Lake, VP and head of digital care transformation, neurology and rare disease at UCB, is passionate about helping patients with rare diseases. He joins Maria Whitman to talk about how UCB has focused on simplifying its digital strategy to address key pain points for rare disease patients. 

Highlights include:

• Why partnerships are an important part of this journey
• How a collaboration using ZS’s ZEBRA tool helped UCB move the needle of diagnosis
• Why pharma leaders should experiment with new technologies to drive real change and innovation

How should pharma companies respond to the current “hinge moment” where new technologies are enabling breakthroughs in drug discovery, manufacturing and customer engagement? Maria Whitman’s guest Alex Koehler, vice president and head of digital technology and innovation at Amgen, believes it’s time to be bold and move faster to capitalize on this opportunity. In this episode they discuss: 

• How Amgen is using its Amgen India Center as an innovation hub to tackle key challenges
• How AI and data-driven insights can help personalize interactions, predict barriers and improve the patient journey and access to therapies
• How biopharma can transform to better serve patients through innovation and digital enablement

The opportunities to reshape customer engagement have never been greater for pharma, but what role does the customer relationship management (CRM) system play? Kyrsten Musich, vice president of healthcare and life sciences at Salesforce, talks with Maria Whitman about how CRM can enable a more customer-centric approach for life sciences. Highlights include:

• Why we need to think about the CRM as a system of context, a system of intelligence and a system of activation
• How Salesforce is framing the concept of “digital labor”—using AI and intelligent agents to take on repetitive tasks and free up human resources to focus on higher-value, more strategic activities
• Why pharma leaders need to be directly involved in shaping the vision and strategy for CRM in order to drive true competitive advantage
  
  

Drive behavior-changing personalized customer engagement at scale by addressing customer barriers with a powerful customer relationship management (CRM) system. ZS experts Omer Hancer, Namita Powers and Srihari Sarangan talk with Maria Whitman about how companies can get started.

Highlights include:

·       Why now is the pivotal moment for pharma to embrace CRM as a strategic, customer-centric tool 

·       How to orchestrate roles, content and collaboration by pinpointing customer barriers and challenges 

·       The crucial role of field feedback in creating a responsive learning system 

Joe DePinto, McKesson’s head of cell and gene advanced therapies, supports patients, providers and payers throughout the treatment journey. He’s particularly passionate about helping patients get access to groundbreaking therapeutic interventions. Maria Whitman gets his perspective on the current state of cell and gene therapy and the promising advancements that can ensure more patients receive these treatments. 

Highlights include:

• Why strategic partnerships and digital information are critical
• How McKesson is working to improve patient access and support
• The need for standardization and data transparency 

If we want to make change in healthcare, we can’t take a one-dimensional approach. We need a multifaceted plan. Having just celebrated its 100th anniversary, the American Heart Association (AHA) is pursuing that vision. Maria Whitman talks with Juliana Crawford, EVP of emerging strategies at the AHA, to find out how the association is thinking about how policy, science and consumer education can fit together in a broad approach to solving healthcare problems.

Highlights include:

• How the association is shaping its role as a convener to work more broadly to solve healthcare problems
• Why improving health literacy is a key step in improving patient experience
• Why it’s important to take a lifelong view to improve cardiac health for women
• Why community involvement and partnerships are key to addressing health equity gaps and barriers related to social drivers of health

Clinical trial sites are important players in biopharma’s success. In this episode, we hear from site experts Lauren Wall of the University of Chicago and Caroline Smith of Charter Research on how pharma can forge successful partnerships. While good communication, transparency and collaboration are key, they also discuss how investing in site engagement and understanding the challenges and needs of sites can improve the clinical trial process. 

Highlights include:

• What sites have learned about recruiting diverse cohorts of patients
• What kinds of companies are doing site engagement successfully
• Why it’s important to keep patients at the forefront

What’s the role of culture in an organization and how can it play a pivotal role in shaping performance or even helping businesses transform? Maria Whitman sits down with Paul Ingram, professor of business at Columbia University, to explore the critical role of culture and organizational dynamics in driving successful transformation. Ingram, an expert on leadership and strategy, talks about the relationship between individuals, their values and beliefs and how that connects to an organization’s overall culture. 

Maria Whitman interviews Mike Tushman, professor at Harvard Business School, about the importance of organizational architecture during times of transformation. He describes how companies that successfully transform create an organizational architecture that allows both “exploitation” of existing successful strategies and “exploration” of what they might build for the future. He also discusses the role of leaders in driving transformation and the potential of generative AI.