[Applause] [Music] [Narrator] You'll remember your grandchild's name. You'll live to see the day your son gets married. You'll stop rationing your prescription. Day by day, you'll get better when medicine does. When a disease that steals decades of your life is studied by scientists who give decades of theirs. When the medicine you depend on is one you can afford.
When a treatment targets the root of a disease rather than the symptoms alone. When a company recognizes its power over life and sacrifices time, cost, convenience for 150 years and counting to prioritize your care. That's what a medicine company does when it puts health above all. [Music] [Anil Chakravarthy] Wow, what an inspiring video. I'm thrilled to introduce Jennifer Oleksiw. Jennifer is Group Vice President and Chief Customer Officer at Eli Lilly and Company, as she's been in senior executive roles for over 20 years now at Eli Lilly. And they're doing some amazing work at the intersection of medicine and digital. We'll talk about content, too, but we really deeply appreciate you being here, Jen, thank you for joining us. [Jennifer Oleksiw] Thank you for having me. [Anil Chakravarthy] Thank you. So, we've talked about Eli Lilly in the past, especially how you've been using generative AI to speed up the process of discovering new medicines, the kind of things that we just saw in the video It would be great if you could just start by just telling us a little bit about Lilly's mission over the last 150 years and share about your current role and also what's changed for Lilly in the last few years. [Jennifer Oleksiw] Sure, thank you, Anil. And I'm so glad that you started off with mission. What a great place for us to get started, because if you look at Adobe's mission, you're changing the world through digital, personalized experiences. At Lilly, we're changing the world by creating innovative medicine that makes life better for people everywhere. And believe it or not, we've been doing it for almost 150 years. In that time, we've had the chance to really take on some of the toughest diseases, improving the course of human health. We were the first to deliver life-saving insulin for diabetes patients. The Salk vaccine to eradicate polio, fluoxetine in order to revolutionize depression, Vincristine to fight cancer and Vancomycin, which today is still the last line of defense against antibiotic resistant infections nearly 75 years after it was invented. And our story today hasn't changed. We are still laser focused on innovation. We're working hard to discover, to develop and manufacture high-quality medicines to meet the toughest medical needs. And we're doing it across immunology, oncology, neuroscience and cardio-metabolic health, all with the goal of improving the course of human health. As you've said, I've had the wonderful privilege of being on this journey at Lilly for over 20 years and now serving as the Global Chief Customer officer, I get the wonderful responsibility to be able to take this lifesaving innovation and deliver it through personalized end-to-end experiences. [Anil Chakravarthy] That's a really inspiring story of over 150 years. [Applause] [Anil Chakravarthy] You talk about how you guys have run after the biggest challenges in health in the last 150 years, and you've tackled a number of them, like the polio vaccine. I didn't know about that one, that was amazing. So what are some of the challenges that you're currently seeing? I mean, where do you see the forefront? You outlined the four big areas. Where do you see some of the current challenges? [Jennifer Oleksiw] Yes, sure. You know, as we kind of think about what we're doing at Lilly, we're trying to create this world where everybody can live their healthiest life possible. So to be able to do that, you have to focus on what matters most. That's our customers. It's our patients. And to really go after that, you've got to take on and tackle the biggest challenges that are disrupting their overall customer experience. So there're four major areas that we're working on today. The first one is we have to continue to improve the access and affordability of our drugs. We have to reduce patient burden, and we have to improve equity in the healthcare system, a system that doesn't make it easy for people to get on medicine and to stay on that medicine. Second, we are committed to the safe and reliable use of our medications. That means setting a new bar with patient safety, and it means educating people on the dangers posed by the proliferation of counterfeit, fake, or untested knockoffs. Third, we're really fighting against the stigma that our patients feel when they're living with these conditions. So, for example, we know that folks living with obesity, they actually receive negative bias or stigma when they're interacting with people in public or sometimes even in a doctor's office. And we also know that those feelings prevent them from seeking and getting the care that they deserve. And finally, the one you and I are working on together, we have to have a more personalized approach to be able to meet our patients and our health care providers where exactly they are today, with the right content at the time that they need us most. [Anil Chakravarthy] Exactly, and I would love to talk a little bit more about that. But just in the course of 150 years, it's a huge cultural track record at the company, if you look at change management, how you are working on Lilly, just would love to understand how you adapted your approach in recent years to overcome some of these challenges and what you are currently doing from a customer needs and a customer experience perspective? [Jennifer Oleksiw] Yes, definitely. In order to continue to live out our mission of making life better for people around the world, we've really had to evolve our overall approach. And in fact, looking in the audience we learned so much from so many of you, Coca-Cola, Nvidia, Unilever, Procter & Gamble, Microsoft, and of course, Adobe, to truly improve the connection that we have with our customers, we have to deliver compelling content and we have to do it at key cultural moments that matter most. We've also learned from all of you that we've got to change how we're thinking about our interactions, instead of moving from a tactic-by-tactic basis, we really are going after holistic health and understanding the entire journey that a patient is on when they're suffering from a disease. In fact, some of you might have seen it in the video that we kicked off this conversation with, we're really trying to live out our brand truth of health above all. It's how you should see us when we show up to work. It's how we talk about what Lilly stands for. It shows up in the partnerships that we have, the sponsorships that we sign, and it also shows up in the solutions that we deliver directly to our customers. Maybe one example that we should share is Lilly Direct that was launched in 2024. Lilly Direct was actually the first-to-market direct-to-consumer healthcare platform that actually spanned the entire journey of our patients. So if you're a patient and logged on to Lilly Direct, you had the opportunity to access more information about the condition you were suffering from. You also had a chance to be able to maybe find a doctor that was close to your home, or you could do a telehealth visit. If you were prescribed a Lilly treatment, we could ship that medicine directly to your house. And of course, we had support services that were helping you stay adherent to the treatment plan that your doctor prescribed. Now, those support services also had an opportunity for people to access content to make better, healthier lifestyle changes. It could be related to diet, exercise, stress management, and even sleep because we believe that great innovation combined with good, healthy lifestyle choices delivered through personalized experiences is going to give the patients the outcomes that they deserve. [Anil Chakravarthy] It's maybe double-clicking into that that holistic health that you talked about and the role that technology is playing. And you guys have been pioneers in putting together the content supply chain in a very regulated market. I would love to hear a little bit more about that, the technology planning and then how you're digging into that. [Jennifer Oleksiw] Of course, our partnership as well. If we think about the healthcare industry right now, we have a movement to really transform. There is an awakened consumer base that is like hungry to take control of their personal health journey. But just like all the other decisions that they make in their day-to-day life, they're demanding simplicity. They expect personalization. They want that eye catching content that separates from all the noise, and they're expecting value from us each and every single day. Now, we know at Lilly that we are not going to be able to achieve this alone. It's one of the reasons why I'm excited to be here today, and that we're really proud of the partnership that we have with Adobe, because with Adobe, we've been able to transform the content supply chain. We're working to be able to plan, manage and measure our customer interactions. And this isn't just a marketing thing. It's something we're working together to roll out around the entire globe in order to transform how we're interacting with customers. We believe that if we can revolutionize the content supply chain experience, we have an opportunity to get to those best-in-class type of experiences. And maybe, Anil, I'll share, I know you and I have had a lot of learnings along the way as we've been working on this. Maybe just share one with the audience. I would just share with all of you that it's not just about generative AI or one of the components on the stack, like Experience Manager, Journey Optimizer. It's really getting to that full customer orchestration that matters. And that is something I know we are really working on together, and I look forward to doing even more of that to come. [Anil Chakravarthy] There have been a lot of the innovations that we saw today have been inspired by the partnership and the feedback that we've had from you. Really terrific work that you and the Lilly team are doing. So just maybe looking forward as you continue the mission, what's coming next? [Jennifer Oleksiw] Sure. Well, I think you can tell, and I hope all of you will say the same. We're really excited about the opportunities in front of us to truly improve and personalize the end-to-end customer experience, bringing innovation and healthy behaviors to people all over the world. Now, this is so important that we get this right, because at Lilly, we're just now embarking on our next era of innovation and really coming out with some breakthrough medicines that are going to be able to solve some of society's largest health challenges in diabetes, obesity, Alzheimer's. And we are just now figuring out the power of genetic medicine. But as I started this conversation, and as we've talked so many times before, it's more than just life-changing innovation. It's taking that medicine, healthy lifestyle choices, embedding it into our end-to-end personalized experiences. And that is what's going to matter most to patients around the world. So, Anil and to you as well as really the entire Adobe team, I want to say thank you for the partnership that we have. We look forward to continuing to make life better for people around the world and make a true difference in humanity. Thank you. [Anil Chakravarthy] Thank you. Huge round of applause for Jen. [Applause] [Anil Chakravarthy] Thank you so much Phenomenal. Really great and inspiring to hear your vision. Thank you, Jen. I really appreciate it.
