Wayne Simmons

Global Customer Excellence Lead - Pfizer

The Customer Excellence Enterprise: Creating Customers for Life

Consistently delivering exceptional experiences at enterprise and global scale can no longer be a nice-to-have -- it''s a must-have that requires structural and systemic change at the DNA level. Introducing "(3 > 2)", the new success formula for Experiential Commerce and the key to competing and winning in 3 dimensions (Brand + Product + Experience) rather than competing in 2 dimensions (Brand + Product) alone.

Wayne Simmons is the 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. Wayne is also co-author of “The Customer Excellence Enterprise: A Playbook for Creating Customers for Life” (Wiley, 2024) and a professor of practice on the faculty of the Master of Science in Customer Experience Management (MS-CXM) degree at the Broad College of Business at Michigan State University.

Wayne Simmons

Global Customer Excellence Lead - Pfizer

The Customer Excellence Enterprise: Creating Customers for Life

About Wayne Simmons