A Solopreneur Partner to Global Pharma.
Coaching. Speaking. Insights.
ABOUT: A Trusted Partner for the Journey
Author. Practitioner. Coach. Speaker. Advisor. Trusted Partner.
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 founding faculty of the Master of Science (M.S.) in Customer Experience Management 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.
I aim to be more than an advisor. I endeavor to be a trusted partner who brings depth, conviction, and disciplined execution to the work of value creation. Using an independent solopreneur model, my role is to help leaders, teams, investors, and boards move from noble intent to lasting impact. Grounded in real-world experience, I believe trust is earned through clarity, truth, and the courage to confront the status quo.
I drive impact through core competencies and a Player-Coach approach.
Leadership Activation & Alignment.
Partnering with senior leaders to align strategy, structure, and culture around the customer, turning intent into conviction and conviction into systems.
Customer-Centric Culture & Capability Building.
Embedding customer excellence into the organization, functions, and individuals through learning and ways of working to build conviction, accountability, and behavioral alignment at every level.
Customer Excellence Strategy.
Designing and operationalizing systems that align marketing, sales, and customer experience around shared outcomes that create measurable enterprise value.
Commercial System Optimization.
Guiding organizations through high-stakes transformation and brand renewal, modernizing commercial models, field force and frontline systems, and uniting brand promise with experience delivery.
Experience Delivery System Design.
Building multi-channel Experience Delivery Systems that transform customer-centricity from aspiration into infrastructure, scaling brand-aligned experiences across functions and markets.
Measurement & Insight Systems.
Creating journey-based metrics and feedback loops that connect customer and frontline insights directly to go-to-market and go-to-customer strategies and business performance.
I offer unique intangibles to earn the right to help bold leaders and serious companies win in high-stakes environments.
A proven track record leading customer-centric culture transformations and turning customer experience into a lasting competitive advantage.
Cross-Industry Depth, Pharma Commercial Credibility
A rare skillset in identifying what makes admired brands exceptional and translating those principles into the complex realities of global pharma. Bridges consumer-brand expertise with deep pharma field sales, marketing, and commercial leadership to create differentiated value.
Leadership Across Iconic Brands and Complex Systems
A 20+ year track record leading commercial, marketing, and CX transformation within global enterprises, including Pfizer, Bayer, Mercer, and The Ritz-Carlton Leadership Center—successfully bridging strategy, culture, and execution in some of the world’s most complex organizations.
Pioneer and Thought Leader
in Customer Excellence
Author of The Customer Excellence Enterprise and The Customer-Centric Marketer, shaping the future of marketing and customer experience through original research, real-world practice, and sought-after keynote speaking at global events that unite brand, sales, and CX into one strategic discipline.
Transformation, Built for Enterprsise and Global Scale
Designed and led customer-centric transformations spanning 100+ markets, tens of thousands of employees, and diverse business models, integrating marketing, sales, and CX for measurable cultural, operational, and commercial impact across complex enterprises.
FEATURED OFFERING
The Pharma Customer Excellence
LEADERSHIP TEAM MASTERCLASS
Experiential Commerce and the Consumer-Grade Imperative are here. Learn how to turn noble leadership intent into the enterprise conviction that defines the difference.
AUTHOR-LED | ½ DAY | FULL-DAY | ALSO AVAILABLE IN KEYNOTE and TAILORED FORMATS
