While lifetime value isn’t a frequently used measure of the clinic/ owner relationship, we’ll discuss the key elements required to usefully drive a long-term relationship that drives better health and financial outcomes

• Mapping the customer journey from nose to tail
• Key blockers to client centricity
• Communication engagement strategy and trust building
• Predictable revenues
• Moving to metrics that matter. Getting ahead of the lagging measure of retention
• AI guiding CSR development and the use of sentiment analysis and agentic voice
• Improving adherence and decreasing variability of care

This session examines where the inefficiencies are, what's actually changing, and what a best-in-class development program looks like today. The adoption gap is just as important: designing a trial without thinking about how the product will be used in practice builds in a commercialization problem from day one.

• Where the biggest time and cost sinks in trial design are structural versus fixable
• Real-world evidence and PIMS data as a supplement to traditional clinical trials
• What regulators, acquirers, and licensees actually need from your data package
• Designing for adoption: building clinical utility and practice-readiness from the start
• The CRO landscape: what's available, what's missing, and where the bottlenecks are

Category creation requires more than great science. Andria Beale shares how EpiPaws used pilot data, strategic partnerships, and industry visibility to build credibility and commercial traction across consumer, veterinary, nutrition, and diagnostics markets, and what it takes to scale beyond the vet channel through retail, corporate, and reseller partnerships.

AnimalBiome’s early growth was driven by products that genuinely improved the health of cats and dogs through microbiome science. But the company’s biggest acceleration came later—when it began deeply understanding how customers make decisions, build trust, and engage with pet health products. In this talk, Carlton Osborne shares the lessons AnimalBiome learned about branding, subscriptions, channel strategy, pricing, and customer behavior—and how those insights transformed a science-driven startup into a faster-growing, more customer-centric business.

Fundraising often reflects progress, it doesn't define it. Michael Rhys (CEO) shares how Barnwell Bio has prioritised producer feedback, early customer validation, and real-world data generation to drive focus, support partnerships, and set the foundation for long-term scale.