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Fariha
Chaudry
Former Head of LillyDirect Customer Support
Eli Lilly & Co.
Fariha is a senior-level life sciences executive with over 20 years of proven expertise in personalization technology. She has demonstrated thought leadership in developing, pioneering and launching novel SaaS/digital products in market. These include the first Healthcare Provider Portal for the province of Ontario and Lilly’s two most complex digital health solutions: Connected Care (Diabetes) and LillyDirect Specialty Strategy (DTC/Patient for Immunology, Oncology & Neurology). Having created and led multiple COEs, she has increased product velocity (through Agile, Design Thinking, DevOps) by setting up fast-paced development programs across various geographies for both R&D and non-R&D functions. She’s driven the right organizational change to enable innovative strategies for marketing solutions for the healthcare, insurance and consumer industries. Her previous leadership roles span Product Management, Commercial, Marketing, Engineering, Operations, Customer Support and Program Management across large companies, startups, non-profits and government organizations. She has deep experiences in building, growing and leading high-performance teams with the lenses of People, Strategy, Thought and Execution Leadership.
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29 October 2025 10:15 - 10:45
Every ticket has a story to tell. Let AI be the translator.
Support tickets hold a wealth of untapped insights that can drive improvements far beyond your team—from product innovation to sales strategy. AI can sift through mountains of data to reveal the trends, pain points, and opportunities hiding in plain sight. We’ll dive into: • Categorizing customer feedback at scale – Discover how AI groups tickets by themes, sentiment, and urgency to highlight what really matters to your customers. • Actionable insights for product and sales – Learn how to translate support data into product roadmaps, feature prioritization, and tailored sales messaging. • Closing the feedback loop – See how AI-powered dashboards and alerts keep cross-functional teams aligned and responsive to evolving customer needs. • From data to decisions – Understand how to operationalize AI insights for continuous improvement across the business—not just in support.