ABOUT
Wayne Simmons is a customer excellence and customer experience leader within the Chief Marketing Office (CMO) of Pfizer, where he is responsible for crafting and executing the company’s global customer experience management strategy, leading the adoption of customer-centric ways of working and serving as the company’s principal technical advisor on customer experience. He has prior marketing, commercial, and customer experience leadership roles with Bayer Pharmaceuticals, The Ritz-Carlton Leadership Center, and Mercer and has provided CXM transformation and turnaround consulting to leading global brands in the financial services, consumer goods, hospitality, and retail sectors.
Wayne is also a professor of practice on the faculty of the Master of Science in Customer Experience Management (MS-CXM) degree program within the Department of Marketing, Broad College of Business at Michigan State University. Wayne is an Inc. 500 awarded former founder and CEO, a Certified Customer Experience Professional (CCXP), a prior board member of the Customer Experience Professionals Association (CXPA), and a US Army Intelligence veteran. He resides in the New York City metropolitan area.
Tom DeWitt, Ph.D. is the Founder and Director of CXM@MSU, an entity designed to advance thought and practice in the field of customer experience management through a variety of industry-facing initiatives. He is also the architect and Academic Program Director for North America's first master's degree in customer experience management (MS-CXM) which is housed in the Broad College of Business at Michigan State University.
Dr. DeWitt joined Michigan State University after serving 11 years at the University of Hawaii at Hilo, where he was an Associate Professor of Marketing and the founder and director of the university's Office of Applied Learning Experiences. At the University of Hawaii at Hilo he was twice recognized as the Delta Sigma Pi College of Business and Economics Faculty Member of the Year and by the university with its Distinguished Service Award for Improving Student Life. Before moving to Hawaii, he served on the marketing faculty of Bowling Green State University, where he played a significant role in the founding of the university's Institute for Excellence in Services. Dr. DeWitt has also taught in Asia, including 10 summers at Hankuk University of Foreign Studies (teaching Asian consumer behavior in Seoul, South Korea) and as one of the first full-time foreign hospitality management instructors in China.
Dr. DeWitt has worked to advance the field of customer experience management by delivering workshops and consulting projects both in the USA and abroad, most notably in the healthcare, financial services, and tourism industries. He earned his doctorate degree from Florida State University, where he received an award for teaching excellence. Dr. DeWitt had a long career in hospitality management, including serving as the Vice President of Business Development for Incofood Management Services, in Singapore, where he also earned his MBA from Nanyang Technological University.
Partner with Wayne Simmons and Tom DeWitt to bring The Customer Excellence Enterprise into your organization, conference, or event. Custom packages can include books, workshops, keynotes, lunch & learns, book chats, and additional resources.
For bulk sales, engagements, and media inquiries:
