How to create a stand-out customer experience for cell and gene therapies

The end-to-end customer experience (CX) needed for a cell or gene therapy (CGT) to reach a patient is much different than that of a traditional biopharma product. A standout CX starts with cross-stakeholder collaboration, which in the CGT world can be tricky given the sheer number of stakeholders and processes. Establishing synchronization across multiple stakeholders, systems and processes to help therapies deliver on their clinical promises and meet customer and patient expectations has now become an industry imperative.

In this webinar we will discuss:
  • Unique customer experience requirements of a cell and gene therapy
  • Strategies companies can take to bring people, processes and technology together
  • The role digital technologies play in creating a more seamless experience
  • The importance of forging deep ecosystem partnership between providers, manufacturers and patients
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Kathleen McDermott

Kathleen McDermott

Oncology Nurse Navigator, Immune Effector Cell (IEC) Program

Kathleen McDermott is a staff nurse with 40 years of oncology experience in the Dana-Farber / Brigham and Women’s Cancer Care Program in Boston. In 1981 she started as a new graduate on a general medical floor where she found her calling by caring for the hematology patients and their families on night shift: newly diagnosed, febrile, neutropenia and scared. In 1984 she moved to the stem cell transplant unit where she realized the impact she could make on patients and families by following them through their transplant inpatient course. Kathleen move to the ambulatory chemotherapy clinic in 1991 and was able to follow patients and families from diagnosis to cure or to palliative care. In 1998 she transitioned to the lymphoma population as a clinical program/ research nurse navigator in the autologous stem cell transplant program. In 2015 the Dana-Farber Cancer Institute started participating in CAR T clinical trials and she assumed the role as the research nurse on these trials. In 2017, when CAR T products became commercially available Kathleen collaborated in the development of the Dana-Farber / Brigham and Women’s Cancer Care CAR T commercial program and has since navigated hundreds of patients and their families through CAR T treatment.

Kristen Sudol

Kristen Sudol

Director, Global V2V Supply Chain, Janssen Supply Chain

Kristen Sudol is currently the Director of Vein to Vein Supply Chain for CAR-T within Janssen Supply Chain. She joined the CAR-T team in April 2018 as the organization was being formed and is responsible for securing logistics (transportation & material flow) as well as implementing the CoC / CoI system to support the integrity of our material during the V2V process. Kristen is responsible to ensure that both the Clinical & Commercial Supply Chain is smoothly transitioned to support the movement of materials and patient experience in the Commercial setting for Janssen’s CAR-T. She supports WISTEM2D and WLI programming.

Kristen has almost 20 years of experience across multiple organizations in both Pharmaceuticals and Consumer Products. Kristen started her career in the Deliver space as a Team Leader in both Distribution & Customer Service roles. Roles in Contract Manufacturing & supporting the shutdown of the Raritan Manufacturing plant ensued before moving to Consumer. In the Consumer Division, Kristen launched new products for Aveeno & Neutrogena Cosmetics before taking a role within the L’Oréal USA organization. Kristen led Global Planning for Kiehls supporting growth (25%+ YOY), then US Planning for Lancôme, improving service in the US >10 percentage points. From there, she led Manufacturing Planning in the US Luxe plant in Piscataway, launching new products, streamlining purchasing and improving service and planning compliance while supporting production of over 150 million units annually. Her last stop in L’Oréal was managing 1.3MM square feet of warehouse for the Luxe Division, supporting US and International Distribution for brands including Urban Decay, Ralph Lauren Fragrances, Lancôme, and Kiehls.

Kristen returned to Johnson & Johnson in June of 2016 as Director, Distribution Processes & Standards in the Deliver Organization. In this role, Kristen supported US Distribution Capital Budgets, Project Planning, and Consumer Business Execution for our network. She received her MBA from Rutgers University, focusing on Marketing & Strategic Management. Her undergraduate degree is in Engineering from The College of New Jersey and she is Black Belt certified.

Outside of work, Kristen supports her local community as Board Chair for the Hillsborough Branch of the Greater Somerset County YMCA. She is a Girl Scout leader for her daughter’s troop, coaches youth Track & Field and is an expert carpooler for her three children. Kristen loves a good workout and a good book!

Bob Shelley

Bob Shelley

Vice President, Global Market Access and Pricing, Kite

Bob leads Kite’s global market access, health economics, and pricing activities with a focus on developing strategies to ensure patient access. He and his team will help shape the CAR-T policy and reimbursement landscape, guide new payment models, ensure evidence generation plans consider value and access, and oversee execution of pricing and access strategies globally. Bob and his team also will continue to collaborate with in-country Kite teams to drive the development and implementation of market access strategies locally and oversee Kite Konnect.

Bob brings to Kite more than 25 years of pharmaceutical industry experience with a focus in oncology, gene and cell therapy, biosimilar and ultra-rare/rare disease. He joins us from bluebird bio where he most recently served as Vice President of U.S. Market Access and oversaw the full market access strategy and tactical execution for bluebird’s portfolio. He led dynamic market access launch teams with responsibility for developing and executing novel value and access, channel and patient support strategies for the company’s gene therapy assets. Prior to bluebird, Bob served as Vice President, Biosimilars Market Access at Pfizer leading the national, regional and federal payer account management teams and serving an instrumental role in setting contracting and channel strategies. Bob also held market access and sales roles of increasing responsibility in oncology and rare disease at Novartis, including Head of National Payer, Specialty Pharmacy and GPO Channel Access. He began his at Mylan Bertek Pharmaceuticals and Schering-Plough Corporation.

Hussain Mooraj

Hussain Mooraj

NextGen Therapy Practice Leader, Deloitte

Hussain Mooraj is a principal at Deloitte Consulting, leads the Next Gen Therapy practice, and is the New England regional lead for life sciences. Mooraj brings more than 25 years of experience in manufacturing, supply chain, enterprise technology, sales and marketing, and strategy consulting to his role. He works closely with senior executives from global life sciences firms, helping them transform their end-to-end businesses and build start-up organizations to launch life-saving new therapies, especially on the CAR-T and gene therapy side.