Agenda for Day 3 – Thursday November 19, 2026Thursday, 19 November 2026

In this executive industry panel, focus on moving beyond AI and ML buzzwords to practical strategies that make patient support services more proactive, personalized and impactful. Emphasize the what, how and why of leveraging next best action frameworks to empower teams, improve decision-making and enhance patient outcomes.

• What: Understanding the realistic capabilities of AI/ML in patient support services and identifying actionable use cases

• How: Building organizational and team confidence in adopting AI/ML-driven strategies

• Why: Demonstrating how AI/ML empowers teams to make better, faster decisions, enhancing patient engagement without replacing human expertise.

• Uncover real-world examples of AI/ML success in improving patient support services and outcomes

Rare disease patients face uniquely complex challenges that demand a fundamentally different approach to patient support that moves beyond standardized programs. Benchmark how to design patient support programs specifically for rare disease populations, where small patient numbers, diagnostic odysseys, multi-system complications and specialized care pathways require tailored support that meets patients exactly where they are.

• Learn what hyper-personalization truly means in the rare disease context and how it differs from traditional patient segmentation - how are we supporting the most complex patients?

• Discover strategies for creating programs that address the full spectrum of challenges facing rare disease patients

• Explore how to structure teams, technology and vendor partnerships specifically for rare disease

Biopharma has never had more tools, more data, or more ambition to serve patients. But innovation without infrastructure doesn't move the needle. This session will explore how leading biopharma companies are reimagining patient support programs as outcome engines — where every patient journey informs the next, and technology accelerates the path from enrollment to therapy start.

• Learn what it actually takes to turn patient-centricity into measurable outcomes and how teams are closing the gap between activity and results

• Discover strategies for integrating AI to deliver a faster, more coordinated patient experience

• Explore how leading programs are using outcome data to continuously improve program design, accelerate time-to-therapy, and build a self-reinforcing patient support engine

As the market evolves, manufacturers face critical questions about building effective hybrid hub programs that align with new realities. Gain actionable insights into optimizing hybrid models and fostering collaboration across stakeholders.

• Learn best practices for driving stake-holder collaboration between field teams, business teams and hub teams to further your program’s success

• Explore the critical decision-making factors for insourcing or outsourcing hub operations

• Discover the strategies for recruiting, training and retaining specialized skills

• Identify best practices that balance internal control with external expertise

The patient support landscape is evolving rapidly, driven by government policy shifts, payer pressures, technological disruption and changing workforce dynamics. Thus, it matters now more than ever to build a best-in-class long-term strategy. Chart a course for 2028-2030 by exploring how to structure programs, integrate emerging technologies and build teams that can adapt to an ever-changing landscape.

• Learn how forward-thinking organizations are planning patient support strategies for the future

• Explore how to strategically implement and integrate technology into your patient support programs over the next 3-5 years

• Discover foundational elements that position patient support programs to thrive regardless of external disruptions

Hub transitions present both operational challenges and opportunities for optimization. Using real life case studies, examine proven strategies for managing seamless transitions while maintaining continuity of care and strengthening relationships across manufacturers, vendors and internal teams.

• Identify critical risk factors in hub transitions, including data migration challenges, knowledge transfer gaps and stakeholder alignment issues

• Establish best practices for vendor transition management, including timeline development, communication protocols and governance structures

• Explore strategies to maintain patient experience continuity during transitions and minimize disruption to therapy access and adherence

• Develop frameworks for preserving institutional knowledge and leveraging transitions as opportunities to enhance operational efficiency

Explore what it truly takes to execute a successful product launch with optimal patient support services, from long-range planning to post-launch considerations. Address the critical timeline milestones and stakeholder alignment needed to ensure you maximize your one opportunity to launch well.

• Create a comprehensive launch roadmap with specific milestones at 18, 12 and 6 months pre-launch to align all internal stakeholders

• Develop realistic timelines and contingency plans that account for both best-case and worst-case scenarios

• Select the right vendor partners with the capabilities to support your specific launch needs

• Implement processes to identify opportunities for program optimization and improved patient outcomes

Transactional support is table stakes. The hubs winning in 2026 are operating as strategic extensions of the brand: integrated, intelligent, and accountable for more than enrollment. In this moderated discussion, we put five questions on the table that separate a hub built for now from one that's already falling behind, and examine how the choice between internal, external, and hybrid models shapes what's possible for each. If you're a patient services leader evaluating your current program or planning your next one, this session will give you a sharper lens for both. Walk away with:

• An understanding of what sets leading hub programs apart in an increasingly crowded specialty pharma marketplace
• A framework for honestly evaluating your hub across five dimensions—how well it sees, connects, serves, moves, and whether it's built for where specialty is heading, and,
• A clearer point of view on whether your current model is the right foundation for what comes next

Despite significant investment in digital tools and patient support services, engagement across the patient journey remains fragmented and inconsistent. Drawing on benchmarking data from 75 brands, this session explores where digital engagement breaks down—from access and onboarding through adherence—and what leading organizations are doing differently to create more connected, effective experiences.

• Learn where digital engagement most commonly breaks across the patient journey—and the impact on access, initiation and adherence

• Explore how fragmentation across channels, vendors and data creates hidden barriers for patients and providers

• Inform your engagement strategy with specific data insights from 75 brands that have supported more coordinated, end-to-end patient experiences

Artificial intelligence promises to revolutionize patient support efficiency, but the question remains - “How do we harness AI as an enhancement tool without sacrificing the human connection that patients crave?” Hear practical guidance on where AI belongs in patient support, how to keep the focus on patients and when human touch is non-negotiable.  

• Learn practical approaches for weaving AI into workflows that amplify human capabilities and maintain the human connection that patients need as programs become increasingly digitalized

• Explore where AI should and shouldn’t be used in patient support programs, including which patient touchpoints benefit from AI v. human expertise  

• Discover why prior authorization has emerged as the most promising application for AI in patient support

The question isn’t “Will there be enforcement?” - it’s “When enforcement reaches your program, will you be ready?”

• Gain critical insight on what OIG, DOJ and state Attorney Generals are investigating - recent enforcement actions, emerging theories of liability, settlement trends and program features that draw the most scrutiny

• Walk away with a practical, actionable checklist to design compliant programs - what “OIG-aligned” means in 2026

• Learn best practices for red flag identification frameworks and how to spot vulnerabilities in your programs

The regulatory landscape for patient support programs has become increasingly volatile, with policy reversals, shifting enforcement priorities and evolving interpretations of fraud, waste, and abuse, creating uncertainty for program leaders. Separate the signal from the noise in this session by identifying which regulatory changes are likely permanent fixtures versus which may be reversed.

• Navigate the turbulent regulatory environment by understanding which recent policy changes affecting patient support programs are here to stay versus which are vulnerable to reversal

• Gain clarity on how government enforcement priorities around fraud, waste, and abuse, direct-to-consumer, and cash buy programs in patient support are evolving

• Learn how to create patient support compliance programs that can adapt quickly to regulatory shifts