The Question Behind the Question - Field Training with Jennifer Muszik

1 00:00:20,000 - > 00:00:23,359 Jenn Muszik: there's new ways that we could use AI to help us 2 00:00:23,399 - > 00:00:25,670 get better, whether it's knowledge transfer, whether it's 3 00:00:25,699 - > 00:00:27,469 practice, those type of things. 4 00:00:28,600 - > 00:00:32,780 The thing that AI can't do is the human connection and the 5 00:00:32,780 - > 00:00:35,340 human engagement with the HCP. 6 00:00:35,399 - > 00:00:38,689 Knowledge almost is now just a commodity - it's table stakes. 7 00:00:38,710 - > 00:00:41,320 You need to know that in order to have the discussion. 8 00:00:42,109 - > 00:00:46,299 It's really understanding that customer to salesperson 9 00:00:46,570 - > 00:00:47,579 communication. 10 00:00:47,579 - > 00:00:48,369 What does that mean? 11 00:00:48,380 - > 00:00:49,929 What does the customer really need? 12 00:00:49,929 - > 00:00:53,070 How do we provide that to them in a way that's meaningful? 13 00:00:53,549 - > 00:00:54,509 Those are skills. 14 00:00:54,509 - > 00:00:55,710 They're human skills. 15 00:00:55,710 - > 00:00:59,420 There's a specific and significant role for field 16 00:00:59,420 - > 00:01:03,070 salespeople to engage with customers in really 17 00:01:03,090 - > 00:01:06,310 understanding patient needs and potential opportunities to help 18 00:01:06,310 - > 00:01:07,439 solve those patient needs. 19 00:01:07,439 - > 00:01:09,090 So I think AI is supportive. 20 00:01:09,299 - > 00:01:11,170 I just don't think it's, coming for 21 00:01:19,180 - > 00:01:23,519 Jonathan: Welcome to Pharma Sessions, the podcast that 22 00:01:23,519 - > 00:01:24,549 you're currently listening to. 23 00:01:24,549 - > 00:01:29,319 I'm Jonathan Caskey, your host, joined today by Jennifer Musick. 24 00:01:29,620 - > 00:01:33,849 Jennifer is a true professional in the learning and development 25 00:01:33,849 - > 00:01:38,799 space at - in pharma on the board of L10, an event I'm super 26 00:01:38,799 - > 00:01:42,459 excited to attend for the first time in a couple weeks. 27 00:01:42,549 - > 00:01:47,510 Currently at Alkermes history at Pfizer, Biogen, Roche and many 28 00:01:47,510 - > 00:01:48,730 other companies. 29 00:01:49,209 - > 00:01:52,569 As always, the views expressed here are our own and not those 30 00:01:52,569 - > 00:01:54,510 of our respective employers. 31 00:01:54,510 - > 00:01:56,469 But with that, Jen, welcome to the show 32 00:01:57,319 - > 00:01:57,989 Jenn Muszik: Thank you, Jonathan. 33 00:01:57,989 - > 00:01:58,939 So happy to be here 34 00:01:59,251 - > 00:02:00,182 Jonathan: Absolutely. 35 00:02:00,182 - > 00:02:04,031 So I typically like to start with a little bit of icebreaker 36 00:02:04,031 - > 00:02:07,371 to get to know each other before we dive in and talk about all 37 00:02:07,382 - > 00:02:09,681 things learning and development in pharma. 38 00:02:10,132 - > 00:02:13,641 The one I've been going to lately works well with your last 39 00:02:13,641 - > 00:02:14,292 name, right? 40 00:02:14,292 - > 00:02:18,542 if you are finding yourself out, colleagues, whomever, at a 41 00:02:18,542 - > 00:02:20,201 karaoke bar, what's your, go-to? 42 00:02:21,665 - > 00:02:23,015 Jenn Muszik: Oh, Jonathan, that's so funny. 43 00:02:23,015 - > 00:02:26,286 Yes, the only thing musically about me is my last name. 44 00:02:26,385 - > 00:02:28,556 So I will never do karaoke on my own. 45 00:02:28,996 - > 00:02:32,855 However my husband and I every now and then do a mean Ice Ice 46 00:02:32,885 - > 00:02:34,415 Baby by Vanilla Ice. 47 00:02:34,425 - > 00:02:36,866 So that would be my go-to. 48 00:02:37,032 - > 00:02:38,042 Jonathan: So you do it as a duet 49 00:02:38,915 - > 00:02:41,145 Jenn Muszik: As a - I usually just help him in the background 50 00:02:41,145 - > 00:02:41,575 a little bit. 51 00:02:41,586 - > 00:02:42,906 He's the, face, right? 52 00:02:42,906 - > 00:02:45,506 I'm the background dancer, but I'll help a little bit 53 00:02:46,400 - > 00:02:46,840 Jonathan: Excellent. 54 00:02:46,889 - > 00:02:49,090 Well, maybe at the conference you can bring him and we can, 55 00:02:49,099 - > 00:02:51,949 see this sometime, but it see- I see a shake of the head, so 56 00:02:51,949 - > 00:02:52,789 probably not. 57 00:02:53,479 - > 00:02:53,930 Jenn Muszik: Probably not 58 00:02:54,229 - > 00:02:57,900 Jonathan: you have had a fantastic career pharma, that 59 00:02:57,909 - > 00:03:00,099 being in L- L&D. 60 00:03:00,430 - > 00:03:02,590 Do you wanna take me a bit through your journey, how it 61 00:03:02,590 - > 00:03:03,469 started, how you got there? 62 00:03:04,490 - > 00:03:04,990 Jenn Muszik: Sure. 63 00:03:05,300 - > 00:03:07,939 I started out in big pharma, as you mentioned. 64 00:03:07,949 - > 00:03:12,419 I was at Pfizer for almost seventeen years, and the first 65 00:03:12,419 - > 00:03:15,879 half or so at Pfizer, I was in the typical commercial roles, in 66 00:03:15,879 - > 00:03:17,830 field sales, hospital sales. 67 00:03:18,199 - > 00:03:21,860 My first foray into learning and development was my third role as 68 00:03:21,909 - > 00:03:24,300 they called it assistant to the regional manager or training and 69 00:03:24,300 - > 00:03:25,599 operations manager. 70 00:03:26,139 - > 00:03:28,800 And that's really where I found my love for learning. 71 00:03:29,460 - > 00:03:32,360 I had people coming from all different types of industries, 72 00:03:32,360 - > 00:03:35,449 and they were coming into pharma and watching the light bulbs 73 00:03:35,449 - > 00:03:38,819 come on as they were learning about products, disease states, 74 00:03:39,050 - > 00:03:40,770 the way that we engage customers. 75 00:03:41,210 - > 00:03:43,759 And after that, I did a couple of more roles at Pfizer, where I 76 00:03:43,759 - > 00:03:46,979 was a frontline manager and then a key account manager, but found 77 00:03:46,979 - > 00:03:48,800 my love again as I was leaving Pfizer. 78 00:03:48,800 - > 00:03:51,840 My last role, I was in field effectiveness, where I was doing 79 00:03:51,840 - > 00:03:55,930 national training on how the market was evolving and really 80 00:03:55,930 - > 00:03:58,259 helping people think about how we needed to operate 81 00:03:58,259 - > 00:03:58,919 differently. 82 00:03:59,509 - > 00:04:02,550 And so from that time, Jonathan, I just found that if I could 83 00:04:02,550 - > 00:04:05,849 help people learn what they're doing and that they have the 84 00:04:05,849 - > 00:04:08,930 knowledge, the skills, and the confidence to engage customers 85 00:04:09,219 - > 00:04:12,719 in a more meaningful way, it was just truly my passion point. 86 00:04:12,719 - > 00:04:16,560 So since 2013 as you mentioned, I was at other organizations. 87 00:04:16,560 - > 00:04:19,470 I was at Roche Diagnostics Biogen, and now here at 88 00:04:19,470 - > 00:04:20,230 Alkermes. 89 00:04:20,779 - > 00:04:23,910 All of my roles since 2013 have been focused on learning and 90 00:04:23,910 - > 00:04:27,050 development because it just really is the opportunity to 91 00:04:27,050 - > 00:04:28,459 help people be successful. 92 00:04:28,899 - > 00:04:31,689 But in our industry too, it's helping customers make good 93 00:04:31,689 - > 00:04:35,170 decisions and ultimately helping patients get the medicines 94 00:04:35,170 - > 00:04:38,160 needed to live longer or, more productive lives. 95 00:04:38,160 - > 00:04:40,600 And so it's, it's really where I found my home. 96 00:04:41,577 - > 00:04:41,687 Jonathan: Sure. 97 00:04:41,877 - > 00:04:45,307 So I'm just curious, did you, when you first went from the 98 00:04:45,307 - > 00:04:48,127 field to, say, internal and you're now training field 99 00:04:48,137 - > 00:04:52,817 people, were there big aha moments of,"Oh my gosh, if I had 100 00:04:52,817 - > 00:04:55,968 only sort of done this, my day-to-day would've looked, 101 00:04:56,077 - > 00:04:57,077 would've looked differently"? 102 00:04:57,077 - > 00:05:00,228 I guess, how, how helpful was having that real field 103 00:05:00,228 - > 00:05:02,997 experience when you went to go and then start the trainings? 104 00:05:04,300 - > 00:05:06,810 Jenn Muszik: Yeah, I think the field experience, and now I hire 105 00:05:06,810 - > 00:05:10,519 trainers, and most of the time and when I say most, I mean like 106 00:05:10,519 - > 00:05:13,959 ninety-plus percent of the time, my focus is hiring somebody 107 00:05:13,959 - > 00:05:17,129 who's been in the role before that they're gonna train. 108 00:05:17,610 - > 00:05:22,069 And the reason why Jonathan, is they understand what's the 109 00:05:22,069 - > 00:05:25,290 customer gonna ask me and why are they asking? 110 00:05:25,319 - > 00:05:27,629 Or what's the question behind the question? 111 00:05:27,889 - > 00:05:31,399 Or what's the thing about our products or our patient profiles 112 00:05:31,399 - > 00:05:35,089 that customers really need to know to make the best decisions 113 00:05:35,089 - > 00:05:35,959 for patients? 114 00:05:36,339 - > 00:05:39,800 And so, I'm not to say that you can't train people if you 115 00:05:39,810 - > 00:05:41,009 haven't done the job. 116 00:05:41,540 - > 00:05:44,699 I, I just feel like people are more confident and comfortable 117 00:05:44,740 - > 00:05:47,860 training those who are gonna go out and do that job. 118 00:05:47,860 - > 00:05:52,230 And so, yeah, it's it's where I lean more towards when I hire 119 00:05:52,230 - > 00:05:53,220 people into the role. 120 00:05:53,220 - > 00:05:53,470 Yeah. 121 00:05:54,113 - > 00:05:54,134 Jonathan: Yeah. 122 00:05:54,593 - > 00:06:03,427 What's interesting is in some of my experience Hiring teachers 123 00:06:04,598 - > 00:06:09,187 has been an incredible thing to see, right? 124 00:06:09,228 - > 00:06:12,077 So, so I'm sp- thinking of specifically working on the 125 00:06:12,077 - > 00:06:15,338 vendor side, client success roles or account management, or 126 00:06:15,338 - > 00:06:19,288 basically the people that once a, a company has decided to work 127 00:06:19,288 - > 00:06:22,898 with you, they're now responsible for making sure that 128 00:06:23,067 - > 00:06:25,478 it's being used, people are getting value out of it, et 129 00:06:25,478 - > 00:06:25,968 cetera. 130 00:06:26,358 - > 00:06:29,077 And I was at one particular company, and we were sort of 131 00:06:29,077 - > 00:06:31,838 struggling in this role, and we kept hiring people with pharma 132 00:06:31,838 - > 00:06:34,267 experience, people with other tech experience. 133 00:06:34,298 - > 00:06:38,017 And then once we started hiring former teachers, it was like,"Oh 134 00:06:38,017 - > 00:06:41,538 my God, this is, this is incredible." So do you, do you 135 00:06:41,538 - > 00:06:42,437 ever look at... 136 00:06:42,627 - > 00:06:45,838 When you're building teams, do you ever look outside of pharma, 137 00:06:45,867 - > 00:06:49,307 or is it really strictly, that plus a bit of the pharma 138 00:06:49,307 - > 00:06:49,908 experience too? 139 00:06:50,208 - > 00:06:50,634 Jenn Muszik: Yeah. 140 00:06:50,973 - > 00:06:52,723 It's, it's a good point though. 141 00:06:52,723 - > 00:06:55,814 I'm smiling I - obviously our listeners can't see me smiling. 142 00:06:56,064 - > 00:07:00,834 I'm smiling because two people on my team were former teachers 143 00:07:00,874 - > 00:07:04,334 before getting into the pharmaceutical industry, and and 144 00:07:04,334 - > 00:07:08,033 now h- were in sales and sales leadership, one of them, and now 145 00:07:08,033 - > 00:07:08,814 are on the team. 146 00:07:09,144 - > 00:07:13,733 And you're right, Jonathan, they make such great facilitators of 147 00:07:13,733 - > 00:07:14,913 learning because they've... 148 00:07:15,223 - > 00:07:18,463 And one of them was she taught middle school, and I do think 149 00:07:18,463 - > 00:07:20,374 there's a special place in heaven for middle school 150 00:07:20,374 - > 00:07:24,103 teachers,'cause having my f- my youngest child just now leaving 151 00:07:24,103 - > 00:07:26,384 middle school, I've been through it several times. 152 00:07:26,694 - > 00:07:30,093 But I do think that they come with the in- like already 153 00:07:30,093 - > 00:07:32,644 knowing knowledge and skills on how to engage a group. 154 00:07:33,113 - > 00:07:36,494 Part of what I do as a learning leader is I do bring people in 155 00:07:36,494 - > 00:07:41,134 to teach my salespeople how to be trainers and facilitators. 156 00:07:41,134 - > 00:07:44,223 And so that's one of the things that we offer the teams. 157 00:07:44,223 - > 00:07:47,934 I just had a company come in not too long ago and focus on our 158 00:07:47,934 - > 00:07:51,524 skill sets of being facilitate, which my teachers already come 159 00:07:51,524 - > 00:07:52,043 with, right? 160 00:07:52,074 - > 00:07:54,204 But it's something that we do have to train too 161 00:07:54,834 - > 00:07:55,244 Jonathan: Yeah. 162 00:07:55,574 - > 00:07:55,994 That's funny. 163 00:07:55,994 - > 00:07:58,603 Slight digression, but I have a child in, in middle school now, 164 00:07:58,603 - > 00:08:01,994 and I had this thought watching one of her band performances. 165 00:08:02,303 - > 00:08:07,634 The first one, it was so rough, and I was like,"Mr. 166 00:08:07,634 - > 00:08:11,223 Barbarito is, I don't understand how he does it,"'cause literally 167 00:08:11,223 - > 00:08:11,983 my ears hurt. 168 00:08:12,053 - > 00:08:12,613 Literally. 169 00:08:12,613 - > 00:08:14,533 And I'm like, this guy does this day in, day out. 170 00:08:14,764 - > 00:08:16,653 And by the last performance at the end, they were actually 171 00:08:16,653 - > 00:08:17,194 pretty good. 172 00:08:17,204 - > 00:08:20,644 Like, the, the improvements were amazing, but it's just a level 173 00:08:20,644 - > 00:08:24,524 of patience, and he- everybody there was very happy with the 174 00:08:24,524 - > 00:08:24,923 performance. 175 00:08:24,923 - > 00:08:25,514 He was happy. 176 00:08:25,543 - > 00:08:28,223 I think the, the audience was like,"Ugh," Might, might have 177 00:08:28,223 - > 00:08:28,843 been challenged. 178 00:08:29,403 - > 00:08:32,364 But it really is something where, to start meeting people 179 00:08:32,364 - > 00:08:34,464 where they're at, I think is a big thing, right? 180 00:08:34,464 - > 00:08:38,403 'Cause,'cause training isn't, like, a monolithic pursuit, 181 00:08:38,403 - > 00:08:38,634 right? 182 00:08:38,634 - > 00:08:42,703 You have your new hires, you have your, grizzled vets, and 183 00:08:42,703 - > 00:08:47,193 then, like, a bell curve of, myriad other people in between. 184 00:08:47,374 - > 00:08:49,193 So how do you, how do you look at that, right? 185 00:08:49,214 - > 00:08:49,844 Like, I, I... 186 00:08:51,063 - > 00:08:53,474 there's a lot of training up front, and then sometimes it can 187 00:08:53,563 - > 00:08:55,264 kinda feel like it starts to peter out. 188 00:08:55,274 - > 00:09:01,854 So how do you tailor to the, diversity of your potential 189 00:09:01,854 - > 00:09:02,344 audience? 190 00:09:03,053 - > 00:09:03,214 Jenn Muszik: Yeah. 191 00:09:04,313 - > 00:09:05,163 It's a great question. 192 00:09:05,163 - > 00:09:07,714 I was I was, as you were speaking, that reflecting on one 193 00:09:07,714 - > 00:09:11,364 of the first times when I was a trainer and I had two different 194 00:09:11,504 - > 00:09:14,274 people in my first training class, and one was more of a 195 00:09:14,274 - > 00:09:18,644 seasoned veteran, understood pharma and the verbiage that we 196 00:09:18,644 - > 00:09:21,274 have and selling to a customer that's a doctor. 197 00:09:22,053 - > 00:09:26,083 And the other was a high school teacher and coach, and had a 198 00:09:26,083 - > 00:09:29,663 hard time saying words like efficacy because that just 199 00:09:29,663 - > 00:09:31,474 wasn't part of his normal vernacular. 200 00:09:32,043 - > 00:09:35,053 And so it was really sitting down, and luckily that class was 201 00:09:35,053 - > 00:09:35,323 small. 202 00:09:35,323 - > 00:09:37,114 There was just two of them and one of me. 203 00:09:37,474 - > 00:09:40,553 But how to even help, the one that had more experience, how 204 00:09:40,553 - > 00:09:42,953 does that person help the person with less experience? 205 00:09:42,953 - > 00:09:44,874 And how do you really pair people together? 206 00:09:45,283 - > 00:09:45,854 But you're right. 207 00:09:45,854 - > 00:09:50,033 Early on, there's gonna be a, a common way that we train and a 208 00:09:50,033 - > 00:09:53,974 common approach, but we have to think about finding each person 209 00:09:53,974 - > 00:09:57,793 where they are and what do they need and what of that can we do 210 00:09:57,793 - > 00:10:00,153 within our classroom, virtual or live. 211 00:10:00,464 - > 00:10:04,364 But then it's also how do we pur - how do we transfer that 212 00:10:04,364 - > 00:10:06,994 person back over to their frontline leader with 213 00:10:07,024 - > 00:10:10,004 information on how to help them get better based on where their 214 00:10:10,004 - > 00:10:11,764 strengths are and where their opportunities are? 215 00:10:12,354 - > 00:10:15,443 We'll, in a new hire class, we'll have people for the first 216 00:10:15,453 - > 00:10:18,663 six, seven, eight weeks of their, career within the 217 00:10:18,663 - > 00:10:19,573 organization. 218 00:10:20,053 - > 00:10:23,744 So we get the eyes on them quite quickly, and we can see where 219 00:10:23,744 - > 00:10:25,364 their strengths and opportunities, where they're 220 00:10:25,364 - > 00:10:26,803 confident and not confident. 221 00:10:27,403 - > 00:10:30,224 But most of the time, in most organizations, that's all they 222 00:10:30,224 - > 00:10:30,754 have. 223 00:10:30,803 - > 00:10:33,553 And so it's really then giving that knowledge to the frontline 224 00:10:33,553 - > 00:10:36,004 leader to say,"Here's where Jonathan's really great. 225 00:10:36,354 - > 00:10:39,744 Pick up from here and help him in these places too." And that's 226 00:10:39,744 - > 00:10:42,354 how we can also do some additional learning once they're 227 00:10:42,384 - > 00:10:43,594 outside of our classroom. 228 00:10:44,485 - > 00:10:47,905 Jonathan: How did that story with the basketball coach 229 00:10:47,936 - > 00:10:48,556 resolve? 230 00:10:49,097 - > 00:10:49,597 Jenn Muszik: Yeah. 231 00:10:49,888 - > 00:10:50,937 It, great question. 232 00:10:50,947 - > 00:10:52,337 I should have answered that too. 233 00:10:52,418 - > 00:10:54,898 He ended up winning President's Club multiple times. 234 00:10:55,317 - > 00:10:59,148 And to go back to, right, he was a teacher and a coach. 235 00:10:59,378 - > 00:11:03,638 And so once he got it and he understood why we were doing 236 00:11:03,638 - > 00:11:07,498 what we were doing, the value to the patient, his passion to go 237 00:11:07,498 - > 00:11:11,107 out and teach our customers more about the product, more about 238 00:11:11,107 - > 00:11:14,217 the why, how it helps the patients, his passion was 239 00:11:14,217 - > 00:11:17,817 definitely at a different level than someone who was coming in 240 00:11:17,817 - > 00:11:21,168 to, learn and just share information, if you will. 241 00:11:21,168 - > 00:11:24,597 He's, he really took it into being a teacher and yeah, 242 00:11:24,857 - > 00:11:26,018 multiple award winner. 243 00:11:26,018 - > 00:11:26,687 He did great 244 00:11:27,275 - > 00:11:29,706 Jonathan: That's, that's really fascinating, right? 245 00:11:29,706 - > 00:11:32,686 Where it seems like, Or let me ask this as a question. 246 00:11:33,015 - > 00:11:53,176 Do you find it easier to train, get people up to speed on the 247 00:11:53,176 - > 00:11:53,956 basics, right? 248 00:11:53,956 - > 00:11:56,666 Like the understanding the scientific platform what they're 249 00:11:56,666 - > 00:11:58,745 allowed, what they're not allowed to say, all of that type 250 00:11:58,745 - > 00:12:03,456 of stuff, or generating that enthusiasm to kind of breathe 251 00:12:03,456 - > 00:12:04,706 life into the message? 252 00:12:04,755 - > 00:12:08,275 And then if it- if the latter one is harder, how do you 253 00:12:08,275 - > 00:12:08,755 address that? 254 00:12:12,580 - > 00:12:14,500 Jenn Muszik: It's, it's so dependent on the person. 255 00:12:14,590 - > 00:12:18,169 So if there's people who are coming from pharma experience, 256 00:12:18,169 - > 00:12:21,350 and a lot of times we hire people with pharma experience 257 00:12:21,799 - > 00:12:25,310 teaching them the ins and outs of our products are pretty easy. 258 00:12:25,659 - > 00:12:28,440 It's do they have a connection to the disease state? 259 00:12:28,450 - > 00:12:33,169 So in my, in my career, I've had multiple different products and 260 00:12:33,169 - > 00:12:33,830 product lines. 261 00:12:33,870 - > 00:12:37,720 We currently have at Alkermes CNS products, so for 262 00:12:37,720 - > 00:12:40,000 schizophrenia and bipolar, and then we have products for 263 00:12:40,000 - > 00:12:40,620 addiction. 264 00:12:41,139 - > 00:12:45,500 And when we hire people who have experience in that, even on the 265 00:12:45,500 - > 00:12:48,049 addiction side, if they themselves have formerly had 266 00:12:48,049 - > 00:12:50,210 been in or if they're in recovery, if they have family 267 00:12:50,210 - > 00:12:52,539 members that have been in recovery or have experienced 268 00:12:52,539 - > 00:12:55,470 addiction for me, they, they know it. 269 00:12:55,470 - > 00:12:56,259 They can breathe it. 270 00:12:56,259 - > 00:12:58,519 Like, they live and breathe that every day. 271 00:12:58,789 - > 00:13:03,860 So their passion is felt, and y- you just stand around them, and 272 00:13:03,860 - > 00:13:06,549 you can just feel the passion for helping people with, with 273 00:13:06,930 - > 00:13:08,950 alcohol use disorder or opioid use disorder. 274 00:13:08,950 - > 00:13:11,330 So it's it, it's so dependent. 275 00:13:11,350 - > 00:13:14,049 It's so dependent on the, on the person and who we're training. 276 00:13:14,049 - > 00:13:17,350 And so again, it's a bit of what do you dial up and, and that's 277 00:13:17,350 - > 00:13:20,120 what I love about bringing in real patient stories into our 278 00:13:20,120 - > 00:13:23,820 classroom is if I don't have someone with that experience, 279 00:13:23,830 - > 00:13:26,610 it's really understanding that experience from the patient so 280 00:13:26,610 - > 00:13:31,279 that we can start to inspire that passion while also you have 281 00:13:31,279 - > 00:13:32,340 to stay within the guardrails. 282 00:13:32,379 - > 00:13:35,100 Like that's - we're talking about pharmaceuticals or 283 00:13:35,100 - > 00:13:39,580 biologics that we want doctors to know all the positives and 284 00:13:39,789 - > 00:13:42,610 potential side effects and because we're asking them to 285 00:13:42,610 - > 00:13:43,740 prescribe it to a human. 286 00:13:43,740 - > 00:13:46,899 So it's why I love the - what we do in this industry versus 287 00:13:46,899 - > 00:13:50,379 others is, and I mean no disrespect to car salesmen, but 288 00:13:50,560 - > 00:13:53,690 this isn't about getting from one place from A to B in a car. 289 00:13:54,090 - > 00:13:57,000 We're educating doctors on the potential biologic or 290 00:13:57,000 - > 00:14:00,289 pharmaceutical for a patient and, and that's the piece where 291 00:14:00,730 - > 00:14:04,139 both of - both sides have to be important, the passion as well 292 00:14:04,139 - > 00:14:05,690 as the, the details. 293 00:14:06,374 - > 00:14:06,894 Jonathan: For sure. 294 00:14:06,913 - > 00:14:11,783 So it sounds like a lot of what you're talking about is the 295 00:14:11,783 - > 00:14:15,734 approach for a particular person based on their own respective 296 00:14:16,234 - > 00:14:17,964 strengths and weaknesses. 297 00:14:18,063 - > 00:14:21,214 One thing I've found challenging in my career when I've been in 298 00:14:21,214 - > 00:14:24,134 sort of sales leadership positions kind of responsible 299 00:14:24,144 - > 00:14:28,974 for teams is sometimes the the hardest people to get to buy 300 00:14:29,014 - > 00:14:32,364 into training are the most successful people on your team. 301 00:14:32,693 - > 00:14:35,423 And it's almost this idea of like, well, I mean, it's, it's 302 00:14:35,423 - > 00:14:35,884 working. 303 00:14:35,884 - > 00:14:38,334 What, what, what more do I want to do? 304 00:14:39,734 - > 00:14:41,553 I always think it's funny you brought up basketball. 305 00:14:41,553 - > 00:14:44,754 I, the analogy I always think of is like Steph Curry shooting 306 00:14:44,774 - > 00:14:46,663 foul shots at the end of every practice, right? 307 00:14:46,683 - > 00:14:50,153 Like, there's always, there's always things that can be worked 308 00:14:50,153 - > 00:14:50,433 on. 309 00:14:50,433 - > 00:14:52,514 But when you're dealing particularly with those people 310 00:14:52,514 - > 00:14:55,053 that are your really high performances, how are you, 311 00:14:55,673 - > 00:14:58,214 alerting them to potential blind spots or giving - finding areas 312 00:14:58,214 - > 00:15:00,283 for them to improve without them feeling attacked? 313 00:15:01,240 - > 00:15:01,460 Jenn Muszik: Yeah. 314 00:15:02,080 - > 00:15:05,529 I, I think that's funny whether you say Steph Curry doing extra, 315 00:15:05,580 - > 00:15:06,799 practicing free throws. 316 00:15:06,799 - > 00:15:10,879 And I remember I grew up in the '90s with Michael Jordan and the 317 00:15:10,879 - > 00:15:13,090 Bulls, and he always said,"I played a fifth quarter," right? 318 00:15:13,090 - > 00:15:15,259 'Cause you just never knew if there was gonna be overtime. 319 00:15:15,750 - > 00:15:17,850 And then the Allen Iverson, practice. 320 00:15:17,889 - > 00:15:19,539 that's - it's - I think what you're talking about is like 321 00:15:19,539 - > 00:15:20,289 the,"I don't even... 322 00:15:20,350 - > 00:15:21,590 What are you talking about, practice?" 323 00:15:21,889 - > 00:15:22,635 Jonathan: Exactly 324 00:15:23,090 - > 00:15:25,220 Jenn Muszik: We're getting ready to do our plan of action 325 00:15:25,220 - > 00:15:30,350 meetings, and that focus across our entire team, so the people 326 00:15:30,350 - > 00:15:33,460 who are brand new, but also the people who are the curmudgeons 327 00:15:33,460 - > 00:15:36,320 and saying,"I don't need to practice." It's the whole 328 00:15:36,320 - > 00:15:39,500 purpose of these meetings is getting them to verbalize and 329 00:15:39,500 - > 00:15:42,720 really hearing how other people sound and what good s- what good 330 00:15:42,720 - > 00:15:45,169 sounds like and what are the questions that people are having 331 00:15:45,169 - > 00:15:47,580 and how are they answering those questions with customers. 332 00:15:48,210 - > 00:15:50,970 So part of the folks that are coming in thinking,"I don't need 333 00:15:50,970 - > 00:15:53,759 this," it's having them sit as the leader. 334 00:15:53,769 - > 00:15:55,799 So, right, so setting the expectations for them. 335 00:15:55,970 - > 00:15:59,659 You might not learn a lot new, but there's a lot that you can 336 00:15:59,659 - > 00:16:00,100 share. 337 00:16:00,100 - > 00:16:01,919 And so will you be a table leader? 338 00:16:01,919 - > 00:16:03,500 Will you be a room facilitator? 339 00:16:03,500 - > 00:16:04,840 Will you be a table coach? 340 00:16:05,490 - > 00:16:09,100 So if we set the, the stage that all people are gonna come in at 341 00:16:09,100 - > 00:16:11,519 different levels, and this is the purpose, to get everybody, 342 00:16:11,519 - > 00:16:14,870 like, upskilled to, to the new foundation or the new level of, 343 00:16:14,919 - > 00:16:16,850 of, of expectations. 344 00:16:17,470 - > 00:16:19,889 What I find funny is the people that I say,"Oh, you're gonna be 345 00:16:19,889 - > 00:16:20,639 the table leader. 346 00:16:20,639 - > 00:16:20,909 You're... 347 00:16:20,909 - > 00:16:23,399 I'm sure you're not gonna learn much." The feedback I get 348 00:16:23,399 - > 00:16:26,090 afterwards is:"Oh my gosh, this person that just came out of 349 00:16:26,090 - > 00:16:28,600 training, they said something that I haven't heard of before, 350 00:16:28,620 - > 00:16:32,940 and that was really good." And I just, I'm like,"That's awesome. 351 00:16:32,940 - > 00:16:36,810 I'm glad you also got something out of it." And I don't say,"Of 352 00:16:36,810 - > 00:16:38,990 c- of course, and this is I told you you were gonna learn 353 00:16:38,990 - > 00:16:42,600 something." It's just, it's that happy accident that happens. 354 00:16:43,090 - > 00:16:45,639 But I think it's again, it's that setting the stage of, I 355 00:16:45,639 - > 00:16:48,149 need you to lead from the front or lead from the table, 356 00:16:48,504 - > 00:16:48,894 Jonathan: Right 357 00:16:49,370 - > 00:16:51,389 Jenn Muszik: that helps us to have that success. 358 00:16:51,690 - > 00:16:51,937 Jonathan: Right. 359 00:16:51,947 - > 00:16:56,728 You're putting them in a position to learn by taking 360 00:16:56,728 - > 00:16:57,748 advantage of all their expertise. 361 00:16:57,748 - > 00:17:01,008 'Cause legitimately, it sounds like they, some people are 362 00:17:01,008 - > 00:17:02,187 performing really well, right? 363 00:17:02,187 - > 00:17:04,407 And they, they are at a different, a different space. 364 00:17:04,647 - > 00:17:08,728 But that gets to a point somebody I was talking to in the 365 00:17:08,768 - > 00:17:11,758 commercial operations space was talking about what a pull- he 366 00:17:11,758 - > 00:17:14,597 called a pull through is, where it's like, hey, we have all this 367 00:17:14,597 - > 00:17:19,117 messaging, we have our great POA meeting, everybody leaves super 368 00:17:19,117 - > 00:17:22,508 psyched, and then three, four weeks go by and it's, it's 369 00:17:22,508 - > 00:17:26,248 almost like back to back to status quo. 370 00:17:26,498 - > 00:17:27,978 So what's your... 371 00:17:27,998 - > 00:17:30,147 I'm thinking about specifically maybe, like, the regional 372 00:17:30,147 - > 00:17:33,188 managers or, or pe- those people that are those frontline 373 00:17:33,188 - > 00:17:33,748 coaches. 374 00:17:33,748 - > 00:17:38,778 What's your approach to working with them to really help, help 375 00:17:38,778 - > 00:17:39,907 this pull through challenge? 376 00:17:40,634 - > 00:17:41,003 Jenn Muszik: Yeah. 377 00:17:41,453 - > 00:17:42,814 So I'll say a couple things. 378 00:17:42,894 - > 00:17:46,384 So first, we always make sure people are prepared to come into 379 00:17:46,384 - > 00:17:48,953 the meeting, and that the meeting is really focused on 380 00:17:48,953 - > 00:17:49,564 practice. 381 00:17:50,064 - > 00:17:54,044 In my former years what used to happen was marketing would, 382 00:17:54,344 - > 00:17:57,354 release a new marketing messaging at the POA or at the 383 00:17:57,354 - > 00:18:00,163 NSM where people had no exposure to it. 384 00:18:00,433 - > 00:18:03,653 And so they're trying to learn it while also pr-practicing it 385 00:18:03,693 - > 00:18:04,544 at the meeting. 386 00:18:04,604 - > 00:18:07,134 And then they'd go - and they just wouldn't pull it through 387 00:18:07,134 - > 00:18:08,753 because they really didn't understand it. 388 00:18:08,763 - > 00:18:11,423 So we make sure that they get the information ahead of time, 389 00:18:11,854 - > 00:18:13,753 so at the meeting, it's actually practicing. 390 00:18:14,314 - > 00:18:17,233 We also have our frontline leaders leading the workshops 391 00:18:17,233 - > 00:18:19,483 from the front of the room because if they're gonna coach 392 00:18:19,483 - > 00:18:21,713 it in the field, they have to know what's happening. 393 00:18:21,713 - > 00:18:24,183 So we've ensured that our frontline leaders are the ones 394 00:18:24,433 - > 00:18:28,054 delivering the workshops at the meeting so that they can support 395 00:18:28,054 - > 00:18:28,263 it. 396 00:18:28,913 - > 00:18:31,423 And then the third thing that we do is we actually have the field 397 00:18:31,614 - > 00:18:34,453 coach reports that are digital, that our team owns. 398 00:18:34,463 - > 00:18:36,513 Sometimes that's owned by field operations. 399 00:18:36,743 - > 00:18:39,844 In our organization now and in former organizations, that's 400 00:18:39,844 - > 00:18:40,943 been owned by learning and... 401 00:18:41,094 - > 00:18:43,594 'cause we've got leadership development under our side too. 402 00:18:43,913 - > 00:18:48,403 So we'll update the FCR that has key pull-through information 403 00:18:48,413 - > 00:18:52,933 from the POA or from the NSM, so every time that coach is out in 404 00:18:52,933 - > 00:18:56,433 the field, in front of them is what's the level of confidence, 405 00:18:56,443 - > 00:18:58,253 what's the level of skill set, right? 406 00:18:58,253 - > 00:18:59,903 The actual demonstration of the skill set. 407 00:19:00,163 - > 00:19:02,554 So we can see that wraparound pull-through. 408 00:19:03,183 - > 00:19:06,544 So it, it's not a, fail-proof approach, if you will. 409 00:19:06,544 - > 00:19:09,644 But we've tried to put the things in place to be able to 410 00:19:09,653 - > 00:19:12,183 really see sustainment and pull-through. 411 00:19:12,594 - > 00:19:13,394 Jonathan: That's very cool. 412 00:19:13,394 - > 00:19:16,284 So you really are trying to enable them to the best of your 413 00:19:16,284 - > 00:19:18,584 ability with digital tools. 414 00:19:18,900 - > 00:19:22,690 We're obviously in this big period where everybody's trying 415 00:19:22,690 - > 00:19:26,440 to figure out how and why and where to implement and integrate 416 00:19:26,519 - > 00:19:28,750 AI into their processes. 417 00:19:29,200 - > 00:19:31,670 And I think a massive part - I mean, I've been involved 418 00:19:31,670 - > 00:19:37,170 personally in some really large enterprise implementations, and 419 00:19:37,190 - > 00:19:40,900 the change management aspect of it is the most important part to 420 00:19:40,900 - > 00:19:46,140 the success or failure of any technological endeavor, AI or, 421 00:19:46,190 - > 00:19:47,569 or otherwise. 422 00:19:47,620 - > 00:19:49,410 So what's your take on that? 423 00:19:49,470 - > 00:19:49,710 Jenn Muszik: Yeah. 424 00:19:49,710 - > 00:19:49,950 Yeah. 425 00:19:50,390 - > 00:19:53,390 I think everybody's trying to figure out AI, Jonathan, so it's 426 00:19:53,400 - > 00:19:55,970 something that we all need to get our hands around. 427 00:19:56,470 - > 00:20:00,309 I would say as far as a, a department, we're, we're 428 00:20:00,319 - > 00:20:03,269 somewhat early adopters, but I still think we're in the 429 00:20:03,279 - > 00:20:07,940 beginning stages of what truly - how AI can truly support our 430 00:20:07,940 - > 00:20:11,470 ability to create content faster, to make it more 431 00:20:11,470 - > 00:20:13,559 adaptable to each individ- like we were talking about 432 00:20:13,559 - > 00:20:15,269 adaptability to each person. 433 00:20:15,940 - > 00:20:18,299 How do we make it adaptable to, to individuals? 434 00:20:18,299 - > 00:20:21,630 How do we create content one way but use AI to create it in 435 00:20:21,630 - > 00:20:22,250 different ways? 436 00:20:22,259 - > 00:20:25,630 So I might do an e-module, but can I use that, drop it into 437 00:20:25,630 - > 00:20:28,880 Claude and make it a podcast and ma- like this, right? 438 00:20:28,880 - > 00:20:30,900 Make it somehow so people learn differently. 439 00:20:30,930 - > 00:20:33,890 So we're still trying to figure all that out. 440 00:20:34,490 - > 00:20:38,849 I would say the one thing that, I'm excited about with AI is I 441 00:20:38,859 - > 00:20:42,779 think AI is gonna help us get the knowledge transfer faster, 442 00:20:43,180 - > 00:20:44,740 more specific to humans. 443 00:20:45,400 - > 00:20:47,230 What I don't think AI could do 444 00:20:47,279 - > 00:20:47,529 Jonathan: that? 445 00:20:48,743 - > 00:20:49,054 Jenn Muszik: Yeah. 446 00:20:49,054 - > 00:20:52,284 So I think that we could use AI again to think about how people 447 00:20:52,284 - > 00:20:55,054 learn, how do we get them information that's at their 448 00:20:55,054 - > 00:20:56,003 fingertips. 449 00:20:56,263 - > 00:20:59,274 I think it's adapting it to different forms. 450 00:20:59,384 - > 00:21:03,483 I think we could take a look at using assessments to see where 451 00:21:03,483 - > 00:21:07,213 people are, and then can we recommend content to them that 452 00:21:07,213 - > 00:21:09,963 will help them take their learning to the next level? 453 00:21:09,973 - > 00:21:13,503 So there's been some, information that we've had in 454 00:21:13,503 - > 00:21:16,903 the past that was a lot harder to get to, that now we can get 455 00:21:16,903 - > 00:21:17,683 to it faster. 456 00:21:17,993 - > 00:21:20,894 And even the practice these days, they've got - there's a 457 00:21:20,894 - > 00:21:24,993 solution where you could put information into it, and you 458 00:21:24,993 - > 00:21:28,614 could practice then with like the AI bot, if you will, or the 459 00:21:28,713 - > 00:21:29,433 agentic AI bot. 460 00:21:29,637 - > 00:21:29,948 Jonathan: and 461 00:21:30,274 - > 00:21:30,513 Jenn Muszik: Yeah. 462 00:21:31,084 - > 00:21:34,933 And so I think that there's new ways that we could use AI to 463 00:21:34,933 - > 00:21:37,763 help us get better, whether it's knowledge transfer, whether it's 464 00:21:37,794 - > 00:21:39,564 practice, those type of things. 465 00:21:40,693 - > 00:21:44,874 The thing that AI can't do is the human connection and the 466 00:21:44,874 - > 00:21:47,433 human engagement with the HCP. 467 00:21:47,443 - > 00:21:52,114 And so what I do love about some of the AI pieces is it is 468 00:21:52,114 - > 00:21:55,663 focused on knowledge almost is now just a commodity. 469 00:21:55,663 - > 00:21:57,814 Knowledge is just knowledge tran - it's table stakes. 470 00:21:57,834 - > 00:22:00,443 You need to know that in order to have the discussion. 471 00:22:01,284 - > 00:22:05,243 But it's really understanding that more customer to, to 472 00:22:05,473 - > 00:22:07,854 salesperson communication. 473 00:22:07,854 - > 00:22:08,644 What does that mean? 474 00:22:08,653 - > 00:22:10,203 What does the customer really need? 475 00:22:10,203 - > 00:22:13,344 How do we provide that to them in a way that's meaningful? 476 00:22:13,824 - > 00:22:14,784 Those are skills. 477 00:22:14,784 - > 00:22:18,584 They're human skills that an AI bot's not gonna be able to, 478 00:22:18,584 - > 00:22:19,564 well, at least not today. 479 00:22:19,574 - > 00:22:19,963 Who knows? 480 00:22:19,963 - > 00:22:22,584 With the agentic AI and everything else, maybe in the 481 00:22:22,584 - > 00:22:25,564 future there's gonna be some bot that can meet everybody where 482 00:22:25,564 - > 00:22:27,074 they are and give them what they need. 483 00:22:27,584 - > 00:22:30,493 But I don't foresee that happening in the near future. 484 00:22:30,493 - > 00:22:34,653 I still think that there's a specific and significant role 485 00:22:34,673 - > 00:22:38,874 for field salespeople to engage with customers in really 486 00:22:38,894 - > 00:22:42,114 understanding patient needs and potential opportunities to help 487 00:22:42,114 - > 00:22:43,243 solve those patient needs. 488 00:22:43,243 - > 00:22:44,894 So I think AI is supportive. 489 00:22:45,104 - > 00:22:48,044 I just don't think it's, coming for our jobs at least. 490 00:22:48,703 - > 00:22:52,413 Although I, I giggle sometimes because I remember when people 491 00:22:52,413 - > 00:22:55,163 would say like,"I'm gonna send an email," and I thought I would 492 00:22:55,163 - > 00:22:58,044 never get away from sending an actual paper card. 493 00:22:58,384 - > 00:23:02,544 And now, although I do have cards again, for your audience, 494 00:23:02,544 - > 00:23:05,834 they don't see it says,"From the desk of Jen Musick." I do still 495 00:23:05,834 - > 00:23:09,433 have cards that I write and sign and put stamps on, but things 496 00:23:09,443 - > 00:23:10,384 have changed. 497 00:23:10,438 - > 00:23:13,978 Jonathan: thing because a little human touch these days never, 498 00:23:14,357 - > 00:23:15,837 never hurts any-anything. 499 00:23:16,097 - > 00:23:19,268 But yeah, I mean, if you - my - I, I completely agree with what 500 00:23:19,278 - > 00:23:19,968 you're saying, right? 501 00:23:19,968 - > 00:23:23,827 And if, if you f- if we're really thinking about it, I 502 00:23:23,827 - > 00:23:28,147 mean, we've essentially ever since the invention of the cell 503 00:23:28,147 - > 00:23:28,907 phone, at least, right? 504 00:23:28,907 - > 00:23:29,907 Like, forget about the internet. 505 00:23:29,907 - > 00:23:30,738 You can go back further. 506 00:23:30,738 - > 00:23:34,428 But since, Steve Jobs and the iPhone, right, we've all... 507 00:23:34,678 - > 00:23:36,867 All that information is, is fully available. 508 00:23:36,887 - > 00:23:40,748 It's just doctors, they have, depending on the hospital 509 00:23:40,748 - > 00:23:42,728 they're with, maybe they have eight minutes per patient, maybe 510 00:23:42,728 - > 00:23:43,968 they have fifteen minutes per patient. 511 00:23:43,988 - > 00:23:46,468 Like, they're metric, they're scored, they have other things 512 00:23:46,468 - > 00:23:47,178 to do, right? 513 00:23:47,178 - > 00:23:51,518 And, and the job of an MSL or field rep is to, as you said 514 00:23:51,518 - > 00:23:53,938 earlier, understand the question behind the question. 515 00:23:54,198 - > 00:23:57,798 You're almost their concierge, right, for filtering that 516 00:23:57,798 - > 00:24:00,387 information so they don't have to spend all of their time 517 00:24:00,387 - > 00:24:04,357 reading journal articles or, or, or whatever, right? 518 00:24:04,458 - > 00:24:10,387 And AI can hopefully enable that part of the job to go faster and 519 00:24:10,397 - > 00:24:11,418 be, be easier. 520 00:24:11,418 - > 00:24:15,188 But the core of what you're talking about, about truly 521 00:24:15,188 - > 00:24:19,157 understanding I think having, having this agentic approach in 522 00:24:19,157 - > 00:24:23,448 a supportive way rather than a, like, cannibalistic way is, is 523 00:24:23,488 - > 00:24:27,048 clearly the path for, for success hopefully for the long 524 00:24:27,048 - > 00:24:27,347 term. 525 00:24:28,748 - > 00:24:29,567 Jenn Muszik: I couldn't agree more. 526 00:24:29,748 - > 00:24:30,528 I couldn't agree more 527 00:24:31,342 - > 00:24:33,781 Jonathan: All right, so let's switch gears'cause we - I'd 528 00:24:33,781 - > 00:24:37,011 mentioned it a few times, but you're on the board of L10. 529 00:24:37,021 - > 00:24:38,412 How, how did that come about? 530 00:24:38,422 - > 00:24:40,051 How did you get involved with that organization? 531 00:24:40,051 - > 00:24:41,521 How long have you been connected with them? 532 00:24:43,029 - > 00:24:44,519 Jenn Muszik: Oh, goodness, I have to do math. 533 00:24:44,609 - > 00:24:49,240 So I've been part of the L10, I wanna say since 2014, 2015. 534 00:24:49,240 - > 00:24:51,109 So it's been a good 10-plus years. 535 00:24:51,640 - > 00:24:55,579 I joined the board, I think it was 20 - I was on the advisory 536 00:24:55,579 - > 00:24:58,359 council in 2016 and joined the board in 2019. 537 00:24:58,370 - > 00:25:01,099 So I've been on the board now for almost seven years. 538 00:25:01,609 - > 00:25:04,789 How it came about, my former leader was on the board when he 539 00:25:04,789 - > 00:25:07,559 joined Roche Diagnostics, and so he asked me if I would come and 540 00:25:07,559 - > 00:25:10,609 join the advisory council, and then through just my career 541 00:25:10,609 - > 00:25:13,470 progression, moved from the advisory council up to the board 542 00:25:13,480 - > 00:25:14,569 seven years ago. 543 00:25:14,970 - > 00:25:19,230 But it's a great community of learning leaders in pharma and 544 00:25:19,230 - > 00:25:21,259 life sciences and diagnostics. 545 00:25:22,059 - > 00:25:24,930 Us coming together to say, to the point that we talked about 546 00:25:24,930 - > 00:25:27,710 before even, is how do we support our community? 547 00:25:27,710 - > 00:25:30,690 We have got people that come into learning and development at 548 00:25:30,690 - > 00:25:32,299 a variety of different stages. 549 00:25:32,309 - > 00:25:35,410 Some come in as former teachers, some come in as former sales 550 00:25:35,410 - > 00:25:38,730 reps, some come in in different ways, some stay for a hot 551 00:25:38,730 - > 00:25:39,180 second. 552 00:25:39,440 - > 00:25:41,950 That was one of the board articles I wrote recently, was, 553 00:25:41,970 - > 00:25:44,980 is learning and development truly your career path, or is it 554 00:25:44,980 - > 00:25:46,410 just a stop in your journey? 555 00:25:46,789 - > 00:25:50,109 And so how do we think about all the different ways that people 556 00:25:50,109 - > 00:25:53,859 come into learning and development in life sciences and 557 00:25:53,859 - > 00:25:56,730 really support their development, either as learning 558 00:25:56,730 - > 00:26:00,759 leaders forever in the, in the function or going back out and 559 00:26:00,769 - > 00:26:03,970 being learning leaders as, heads of sales or heads of marketing 560 00:26:03,970 - > 00:26:04,870 or some other roles. 561 00:26:05,736 - > 00:26:06,135 Jonathan: Yeah. 562 00:26:06,336 - > 00:26:08,695 And so what are some of the key themes you're anticipating for 563 00:26:08,695 - > 00:26:09,596 this year's conference? 564 00:26:10,978 - > 00:26:13,067 Jenn Muszik: Oh, I'm absolutely certain the AI topic's gonna 565 00:26:13,067 - > 00:26:14,097 come up, Jonathan. 566 00:26:14,137 - > 00:26:17,768 So there'll be, I'm sure, a lot of topics on tools and 567 00:26:17,768 - > 00:26:21,387 technology and how we leverage tools and technology to be more 568 00:26:21,387 - > 00:26:24,418 supportive of our learners, whether that's, teaching our 569 00:26:24,418 - > 00:26:27,048 leaders or teaching our sales reps or our marketers. 570 00:26:27,397 - > 00:26:29,178 So I know AI is gonna be part of it. 571 00:26:29,278 - > 00:26:33,407 But what I'm also really looking forward to is this - at, at the 572 00:26:33,407 - > 00:26:37,107 LTEN, we have a, a learning lounge where we get to sit and 573 00:26:37,107 - > 00:26:40,607 meet with all the different agency partners, and I love to 574 00:26:40,607 - > 00:26:43,837 see how agency partners are continuing to evolve their - 575 00:26:44,097 - > 00:26:47,117 what they've provided in the past and how they're using AI. 576 00:26:47,147 - > 00:26:50,668 And it's maybe not AI for us to use, but how they leverage it to 577 00:26:50,668 - > 00:26:53,877 help us be better in the work that we do. 578 00:26:54,218 - > 00:26:58,448 Plus, it's just a great time to reconnect with other people that 579 00:26:58,448 - > 00:26:59,657 are leading organizations. 580 00:26:59,657 - > 00:27:03,178 It's a, it's a community of leaders that are so open and 581 00:27:03,178 - > 00:27:05,528 willing to share and support and help each other. 582 00:27:05,528 - > 00:27:08,418 And so I just love, brainstorming with folks over 583 00:27:08,418 - > 00:27:11,087 lunch or breakfast on,"Here's a challenge that I'm facing. 584 00:27:11,087 - > 00:27:13,897 What do you think about that?" And whether it is a small 585 00:27:13,897 - > 00:27:16,468 meeting like that or in a workshop, it's people are really 586 00:27:16,478 - > 00:27:19,258 trying to help each other get better at what we do, because 587 00:27:19,258 - > 00:27:22,468 ultimately we know we're - while sometimes we're competing, at 588 00:27:22,468 - > 00:27:24,548 the end of the day, it's the doctor's decision for the 589 00:27:24,557 - > 00:27:25,087 patient. 590 00:27:25,418 - > 00:27:28,218 And so it's really not us, quote-unquote,"competing." 591 00:27:28,498 - > 00:27:31,827 We're - It's up to us to really share the right information for 592 00:27:31,827 - > 00:27:33,948 the customer to make the right decision for the patient. 593 00:27:33,948 - > 00:27:37,418 And so that allows us to be very collaborative in ways where 594 00:27:37,448 - > 00:27:40,837 other potential indus-industries may be a little less 595 00:27:40,857 - > 00:27:41,857 collaborative, I would say. 596 00:27:42,548 - > 00:27:42,968 Jonathan: Yeah. 597 00:27:43,127 - > 00:27:44,268 Well, I'm looking forward to going. 598 00:27:44,288 - > 00:27:46,998 I've never been to this conference before but I will be 599 00:27:46,998 - > 00:27:50,107 there in a couple of weeks, so hopefully I will, I will see you 600 00:27:50,107 - > 00:27:50,498 there. 601 00:27:50,728 - > 00:27:55,018 And yeah, I think it's June - starts June 15th, I believe. 602 00:27:55,337 - > 00:27:57,498 So we'll make sure this episode gets out through that. 603 00:27:57,508 - > 00:27:59,498 But I think it's a great place to leave it. 604 00:27:59,498 - > 00:28:00,268 This was... 605 00:28:00,337 - > 00:28:02,938 Hopefully, I can do some cleanups in post-editing, but 606 00:28:02,938 - > 00:28:05,278 for every listener, we've had a lot of, a lot of technical 607 00:28:05,278 - > 00:28:05,798 challenges. 608 00:28:05,798 - > 00:28:07,728 Nobody's fault but we had mics fall out. 609 00:28:08,577 - > 00:28:12,738 My cat literally threw up on my call discussion guide as, as I 610 00:28:12,738 - > 00:28:14,367 was going to change my microphone. 611 00:28:14,688 - > 00:28:18,077 So I'm about ready to say great job, Jennifer, and I will see 612 00:28:18,077 - > 00:28:19,418 you in Florida. 613 00:28:20,589 - > 00:28:21,620 Jenn Muszik: Oh, Jonathan, thanks so much. 614 00:28:21,630 - > 00:28:23,089 Those are things you can't make up. 615 00:28:23,089 - > 00:28:25,859 So thank you for dealing with all of that too, and it's been 616 00:28:25,859 - > 00:28:26,529 great chatting 617 00:28:27,288 - > 00:28:27,768 Jonathan: Absolutely. 618 00:28:27,768 - > 00:28:30,087 It was a pleasure, and thank you so much for joining, and we will 619 00:28:30,087 - > 00:28:30,418 talk soon. 620 00:28:32,001 - > 00:28:32,382 Jenn Muszik: Super