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Pharmaceutical contact centers are facing unprecedented challenges - from tighter regulatory mandates to rising patient expectations for personalized, seamless support. How can organizations keep pace while managing complexity, risk, and cost?
Join Brian Malcolm (Gifthealth), Kyle Carter (Zenylitics), Wayne Simmons (The Customer Excellence Agency), Vince Causerano (VGC Solutions), and Tim Hall (CallMiner) as they explore how to modernize patient support without losing the human touch.
In this session, you’ll learn how to:
Don’t miss this chance to see how the ‘Pharma Front Door’ model can transform patient support into your most valuable commercial asset.
Kyle brings over 25 years of direct contact center experience to the firm's consulting work and strategic direction. His background spans speech analytics program design, QA methodology, compliance monitoring, and the translation of raw conversation data into findings that inform executive decisions.
Under his leadership, Zenylitics earned the CallMiner Business Impact Partner of the Year recognition in both 2024 and 2025, reflecting the firm's consistent ability to produce measurable business outcomes from conversation intelligence programs.
Wayne Simmons is the founder of The Customer Excellence Agency™, where he helps pharma and life sciences organizations turn customer experience into commercial value realization. He previously led global commercial customer excellence at Pfizer and Bayer, with experience scaling CX capabilities across more than 100 markets. Wayne is the author of The Customer Excellence Enterprise and a founding faculty member in Michigan State University’s M.S. in Customer Experience Management. His perspective also reflects experience with The Ritz-Carlton Leadership Center and major global consumer brands, bringing together pharma commercial expertise, enterprise culture transformation, and consumer-grade operating models.
Vincent G. Causerano is the Principal of VGC Solutions, LLC (VGCS), a professional services firm he founded in January 2016 that now spans three verticals: Consulting Services, Quality Insights, and Training Solutions.
Vince and his team apply AI-driven call monitoring and human analyst review to help pharmaceutical brand clients extract compliance and quality insights from patient assistance program interactions. He continues to lead VGCS's growth across consulting engagements, quality and compliance monitoring, and training solutions — including a current push into federal government contracting.
Brian Malcolm is Executive Vice President of Patient Experience at Gifthealth, where he leads strategies that improve patient access and support through innovative contact center operations. With extensive leadership experience across Fortune 100 companies, BPOs, and high-growth startups, Brian specializes in AI, workforce automation, customer experience transformation, and operational excellence.
Tim Hall is an Area Director at CallMiner, helping healthcare and life sciences organizations harness AI-powered conversation intelligence to elevate patient and member experience, strengthen compliance, and scale trustworthy AI. With nearly 30 years of leadership across enterprise SaaS, cybersecurity, and the U.S. Air Force, Tim brings mission-driven execution to every engagement.
