Program
Life science
❌ This isn’t your typical conference
Come by whenever it works — for an hour, a day, or all three.
Bring your laptop and cowork with us.
Or your challenge and we’ll workshop it together.
We’re glad to have you anytime 🫶
Bring your laptop and cowork with us.
Or your challenge and we’ll workshop it together.
We’re glad to have you anytime 🫶
June 12-13
Zurich
Join the event
We’re
Excited to
Welcome
Program
Thu
June 12
Location
Westhive Zurich, Hardturmstrasse 161
9:15
Hugs & Hi - opening
9:30
The Secret to Product Launches That HCPs Notice
by Christian Fillinger ✦ CEO ✦ Capptoo Group
A successful launch goes beyond assets and planning. This session explores how integrating HCP insights and ongoing feedback helps drive customer-centric launches from day one.
workshops
10:00 ✦ From Awareness to Action: how CX, AI, and Hypertargeting powers your brand
by Marta Pupic-Bakrac ✦ Head of Marketing ✦ Capptoo AG
Explore how CX strategies, AI-driven personalisation, and hypertargeting reshape engagement models -transforming awareness into action.
10:00 ✦ AEO vs. SEO - How AI is changing the search landscape and how to stay in the game
by Matija Mesić ✦ SEO consultant ✦ capptoo life science
AI and social platforms are changing how people search and engage. This session looks at what it means for customer insight - and how smart brands are keeping up.
10:45 ✦ E-commerce for Rx & OTC: Pharma’s Next Move?
by Screver & Capptoo team ✦ depends who's quickest with the clicker
This session dives into what it takes to build trust, stay compliant, and drive real conversion across the online health journey.
10:45 ✦ Pharma CX Benchmarks: Who’s Winning?
by Dunja Dean Toncic ✦ Pharmaceutical Marketing Lead ✦ Capptoo life science
A deep dive into the numbers behind pharma CX - real research, real results. Let’s see who’s actually delivering.
11:30 ✦ Dashboard fatigue? Let’s talk data that drives CX
by axel wagner ✦ global customer experience lead ✦ screver
Drowning in dashboards, but no action? This session cuts through the noise and shows how to turn feedback into fast, clear moves – not just more charts.
11:30 ✦ AI × Design scaling in Pharma: one Country → global
by Roman Kovbasyuk ✦ Head of design ✦ Capptoo Group
Using AI to streamline design workflows, localize faster, and scale experiences across markets - without losing consistency. From pilot to global rollout - adaptable journeys at scale.
12:30
lunch and networking
🎤Keynote Zone
13:30
CSL Vifor: Evolving Congresses into Smooth HCP Journeys
by Amelie layaz ✦ omnichannel manager ✦ csl vifor
CSL Vifor transformed their event approach into a connected HCP experience — tying together pre-event insights, on-site engagement, and post-event follow-up.
14:10
secrets of MSD Voice of Customer Strategy: From One Survey to a Global Program
by Stelios Charitakis ✦ Customer Experience lead, Mid-Europe Region ✦ MSD
What began as a single survey has grown into a global VoC program across 46 countries and 10+ channels. This session unpacks the key steps, change management, and decisions behind MSD’s CX journey — from pilot to scale.
14:50
Experience as a Medicine: the Human Impact of AI (Authentic Interactions)
Richard Schwartz ✦ Health + Care Customer Experience Evangelist and Activator ✦ Harvard Business Review Advisory Council
Richard Schwartz explores how curiosity and empathy drive meaningful customer connections. By analyzing patients’ true needs and emotions, brands can go beyond messaging to ultimately improve patient activation.
15:40
The Gen Z Code: AI, TikTok, and What Businesses Must Unlearn to Stay Relevant
by Hamza Ayub ✦ Chief Marketing Officer ✦ SUBWAY Switzerland ✦ Forbes 30 under 30 ✦ author
How do brands stay relevant to a generation raised on TikTok and shaped by AI? Subway shares how it became Switzerland’s #1 viral brand through deep listening. A practical look at how brands can decode Gen Z expectations and shape campaigns that connect — staying in tune and adapting quickly to shifting behaviors.
16:20
Cultivating a Positive Work Culture in the Age of AI
Aurelie Litynski ✦ Positive Work Culture Expert, Author, TEDx Speaker ✦ Founder of Happitude at Work GmbH
This session explores how leaders can integrate emotional intelligence with AI-driven workplace dynamics to foster a positive, human-centered work culture.
17:00
Leveraging cx Benchmarks for HCP Engagement - oncology compass story
by Screver & Capptoo team ✦ depends who's quickest with the clicker
This session combines the insights from Oncology Compass, offering oncologists key literature and congress updates, with a deep dive into the pharma CX benchmarks. We’ll explore how data-driven insights from clinical research and pharma CX performance can drive practice-changing strategies.
17:30
Behavioral insights in CX: Nudging for personalized customer journeys
Dario Car, PhD ✦ co-founder of DeeP Project
Petar Calic ✦ co-founder of DeeP Project
Petar Calic ✦ co-founder of DeeP Project
An interactive session on applying nudge theory to design micro-prompts across digital and offline touchpoints. Participants will explore real-world examples of personalized messages, micro-rewards, and visual cues that boost conversions and customer loyalty.
18:00
🥂networking & dinner
Flying dinner, champagne tasting, lounge & music
Program
Fri
June 13
Learning from Bold Moves Beyond Pharma
Location
Soho Zürich, Hardstrasse 260
9:30
Hugs & Hi, opening
10:30
WHY WE BUILT CAPPTOO & SCREVER (AND WHAT THAT MEANS FOR YOU)
BY CHRISTIAN FILLINGER ♦ CEO ♦ CAPPTOO GROUP
We didn’t set out to build a platform. Or an agency. We built what we wish existed: something fast, honest, and actually useful. This is the unpolished version of who we are – how Capptoo became a creative force for real-world CX, how Screver turns feedback into action (not dashboards), and how Kiwano shows what applied CX looks like day to day.
11:00
"Design x AI" party hangover: where and why AI yet limps
by Roman Kovbasyuk ✦ Head of design ✦ Capptoo Group
This session dives into how AI-powered workflows can elevate guest experiences - from crafting tailored journeys to enabling immersive moments. Discover how merging creative thinking with automation helps brands deliver smarter, smoother, and more personal experiences.
11:30
From Clicks to Conversations: EWZ’s Path to an Omnichannel customer Feedback Strategy
by Markus Kappen ✦ Customer Experience Project Manager ✦ ewz
What started as a need for simple customer surveys evolved into a broader digitalisation journey. In this session, EWZ will share how they structured their customer feedback program - covering both digital channels and internal workflows - and what it took to get the organisation onboard. Real-life lessons from a public utility in motion.
12:30
lunch and networking
13:30
Screver Turns 7: From "looks easy" to the Sexiest Surveys in the Game
by Christian Fillinger ✦ CEO ✦ Capptoo Group
Screver turns 7 – what started as a simple solution has now evolved into the most dynamic and engaging feedback management platform around. We’ve gone from making it look easy to delivering the most impactful, data-driven insights with style. Join us as we reflect on our journey, innovations, and what’s next in transforming feedback into action.
14:00
Experience as a Medicine: the Human Impact of AI (Authentic Interactions)
Richard Schwartz ✦ Rx4CX: Health + Care Customer Experience Evangelist and Activator ✦ Harvard Business Review Advisory Council
Richard Schwartz explores how curiosity and empathy drive meaningful customer connections. By analyzing patients’ true needs and emotions, brands can go beyond messaging to ultimately improve patient activation.
14:45
Customer Well-being in Tourism: Zillertal × University of Innsbruck Case
by Bernd Reitsamer ✦ Phd ✦ Assistant Professor ✦ Leopold-Franzens Universität Innsbruck
Innsbruck’s tourism team took guest feedback to the next level by partnering with Screver. Together, we transformed how they listen to and understand guest experiences, turning insights into actionable strategies that improve every visit.
15:30
Coffee break & networking
15:45
Guest loyalty in 2025 – The Europa-Park way: feedback that drives action
by Pascal Weller ✦ Business Intelligence & Research Lead ✦ europa-park
Discover how they turn guest insights into meaningful actions that create memorable experiences and keep visitors coming back.
16:30
Cultivating a Positive Work Culture in the Age of AI
Aurelie Litynski ✦ Positive Work Culture Expert, Author, TEDx Speaker ✦ Founder of Happitude at Work GmbH
This session explores how leaders can integrate emotional intelligence with AI-driven workplace dynamics to foster a positive, human-centered work culture.
17:15
The Gen Z Code: AI, TikTok, and What Businesses Must Unlearn to Stay Relevant
by Hamza Ayub ✦ Chief Marketing Officer ✦ SUBWAY Switzerland ✦ Forbes 30 under 30 ✦ author
How do brands stay relevant to a generation raised on TikTok and shaped by AI? Subway shares how it became Switzerland’s #1 viral brand through deep listening. A practical look at how brands can decode Gen Z expectations and shape campaigns that connect — staying in tune and adapting quickly to shifting behaviors.
18:00
Elevated Experiences with Grand Casino Baden ♠️♦️
by Christian Aumüller ✦ CEO ✦ Grand Casino Baden
At Grand Casino Baden, experience matters – for both guests and employees. Through Screver, we enhanced how we listen to our teams, turning insights into action and trust. And now, we’re bringing that same energy to your evening: 4 game tables, 3 hours of fun, live music by Carly Simone, and bubbles to match. Join us as we kick off the night – with Poker, great food, and a whole lot of heart.
18:30
🥂networking & dinner
Flying dinner, champagne tasting, lounge & music, ♣️♦️Casino
Grab your spot before the AI & CX hype train leaves the station.
June 11–13
Zurich
Zurich
Attend the Event
