AI-enabled Medical Information: Creating exceptional customer experiences

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About the webinar:

The evolution of Medical Information (MI) is rapidly evolving from a human to an AI-enabled model, providing new opportunities for life science and consumer health companies and stakeholders. Accelerated by the pandemic, customer behavior continues to morph, leading to a “next normal” that will be far more digital and involve new requirements. Increasing numbers of healthcare professionals (HCPs), patients and consumers already expect to engage with MI experts in real time – weekdays, nights and weekends – whenever the need arises. To improve customer service, deepen relationships and unlock medical insights, companies need to adapt to change.

Optimizing the customer experience requires MI teams to embrace new technologies and take a more deliberate, strategic approach to expanding multi-channel capabilities and broadening capacity and coverage. Best-in-class engagement will become increasingly “digital first,” facilitated by artificial intelligence (AI) technology. This will free MI experts from routine, repetitive inquiries and tasks, allowing them to focus on more complex, challenging cases and higher-level, value-added activities.

This webinar, will allow viewers to build a better understanding of:

    • Rapidly evolving customer needs and behavior, providing the information they need - how and when they want it
    • How to scale for success within today’s ever-changing MI landscape
    • How to build a best-in-class, AI-enabled global MI organization to support HCPs, patients and consumers


Richard Marcil

Chief Customer Officer


Richard is a C-level executive with 20 years of building brands and businesses in startup and multinational organizations, both in North America and globally. Prior to conversationHEALTH, Richard led a North American strategy agency focused on brand innovation and digital transformation, working with companies like Salesforce and Alphabet. At heart, however, Richard is an industry insider. He was a founding executive at Silicon Valley-based biotech companies and prior to that held a number of leadership roles across Johnson & Johnson businesses.

Simon Johns

Director, Medical Information and Marketed Product Safety


Simon Johns has over 23 years of experience managing customer projects across all stages of drug development and the product lifecycle. As Director of Medical Information (MI) and Marketed Product Safety, he has been managing global MI projects focused on process optimization and technology enablement that drive enhanced efficiency and customer engagement. Simon is a member of the European DIA Medical Information and Communications Training Team, advising pharmaceutical companies on best industry practices, innovation and automation. He speaks regularly on topics ranging from the benefits of integrating pharmacovigilance and MI to increase compliance and product value to recent PV changes and challenges in Emerging Markets such as Russia and ex-Soviet countries.