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.

The Case for Customer Excellence

Explore real-world examples and the case for urgency to reimagine customer-centricity and customer experience as “must-have” brand differentiators, revenue accelerators, and value drivers.

Creating Customers for Life

Decode how leading “outlier” companies are wired at the DNA level to become predisposed to deliver exceptional experiences and deliver outsized financial performance from creating customers for life. 

The CXE Leadership Activation Brief

Equip the C-Suite and entire leadership teams to lead with the confidence and conviction needed to mobilize their organizations toward becoming a Customer Excellence Enterprise.

The Customer-Centric Commercial Model

Create a case for urgency to activate the entire organization around a customer-centric commercial model that turns every interaction into an opportunity to build preference and deliver on brand promises. 

Elevate the Citizen Experience

Explore how government agencies can adopt cultures and systems of excellence to elevate citizen services and interactions, enhancing engagement, building trust, and transforming public perception.

The CXE Board of Directors Brief

Introducing a first-of-a-kind framework to activate the critical role of the Board of Directors in driving customer-centric governance, risk mitigation, and value creation while protecting corporate reputation

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.

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