Commercial Systems Architecture for Global Pharma.
New Title
The Customer Excellence Partner
for Pharma Provocateurs.
Because Pharma's Consumer-Grade
Future is Already Here.
What's Your Move?
The Move
Become the Customer-Centric, Consumer-Grade Pharma Company Your Science Deserves.
Realize More Value
From Your Science.
Identify and address the experience barriers that prevent prescribing intent from becoming access, initiation, adherence, and sustained patient impact.
Build Consumer-Grade Customer Consciousness.
Understand patients and HCPs in their complete human context, and respond to expectations shaped by the best experiences in every part of their lives.
Embed Customer Excellence Into the Enterprise.
Move customer-centricity beyond the theory by embedding it into culture, leadership, ways of working, frontline behavior, and commercial decision-making.
Architect Experiences Worthy of the Science.
Build the connected commercial systems, ownership, standards, and learning loops required to deliver exceptional experiences consistently and at scale.
Wiley Author · Commercial Leader at Pfizer & Bayer · Author
Earning the Right to Be Your Trusted Partner Through Depth of Experience and Passion for the Game.
My Outsider Perspective Became a Mission to Shape What's Next in Pharma Commercial.
I came into in-house global pharma leadership after practicing customer experience in consumer-intensive industries and rebuilt the discipline around a commercial imperative: if experience cannot be connected to realized patient and commercial impact, it does not deserve a seat at the table.
I served as a customer excellence and customer experience executive within the Chief Marketing Organization at Pfizer and the Bayer Pharmaceuticals Customer Powerhouse, where I was responsible for crafting and executing global customer experience strategies, leading the adoption of customer-centric ways of working across brand teams and therapeutic areas, and serving as the principal corporate advisor on experience-led growth. Before that, I held marketing, commercial, and customer experience leadership roles with The Ritz-Carlton Leadership Center, Mercer, and EY, and provided customer-centric commercial transformation and CXM turnaround consulting to leading global brands in retail, financial services, consumer goods, and hospitality, across both publicly traded and private equity business models.
I am also a founding faculty member of the Master of Science in Customer Experience Management degree program within the Department of Marketing at Michigan State University's Broad College of Business. I am an Inc. 500 awarded former founder and CEO, a Certified Customer Experience Professional, a prior board member of the Customer Experience Professionals Association, and a US Army Intelligence veteran. I am based in New York City.
The Foundation
Shaped by the Iconic Brands That Set the Consumer-Grade Standard. Sharpened Inside Pfizer and Bayer.
Track Record
Turning Customer Excellence Into Measurable Commercial Impact Across Complex and Competitive Markets.
Brand Launch Recovery
12% NBRx Brand Growth Turnaround
Led turnaround for a stalled high-priority oncology brand relaunch restored to growth trajectory without added promotional intensity, with HCP engagement quality rising 18 points and post-script retention improving 33%.
Field Force Rewired
Field-led 30+% Revenue Uplift for Priority Brand Turnaround
Frontline feedback and HCP experiential signals operationalized into enterprise field force ways of working, leading to a reduction in post-script value leakage from 40% to 15% across script fulfillment, access and early-drop-off, leading to a 30% revenue uplift in a high-priority brand.
Customer-Centric Ways of Working
22% Brand Portfolio Growth
Acceleration
Embedded and scaled customer excellence ways of working and data into commercial operations across 100+ markets and five therapeutic franchises brands, reducing cross-functional barriers and lifting year-over-year growth for portfolio brands from 5% to 22%.
Customer-Centric Culture
Upskilled 5000+ Colleagues and Leader Cohorts
Developed two tiered enterprise culture platforms, learning journeys and capability frameworks and deployed across global markets, including over 5,000 completions and 20+ senior leadership team cohorts, embedding customer-centric behaviors into sustained operating rhythms.
Meaningful Measurement
40+% Improvement in Customer Advocacy Score
Established customer advocacy and experience quality as a CEO and board-level KPI within executive decision framework across 100+ global markets, with advocacy scores improving 30% in developed markets and up to 40% in emerging markets.
Omnichannel Activation
100+ Markets Rewired with Customer Signals
HCP experience signals translated into commercial improvements across digital, field, and direct-to-consumer channels and embedded into omnichannel framework, lifting interaction quality by 20%, intent to prescribe by 9%, and local relevance and message recall ratings up to 25%.
The AGENCY
Applying a Player-Coach Model to Create Commercial Advantage Through Experiences Worthy of the Science.
The Customer Excellence AGENCY exists to help pharma and life sciences companies meet the Consumer-Grade Imperative. It is the pragmatic evolution of my book, The Customer Excellence Enterprise: A Playbook for Creating Customers for Life (Wiley, 2024), into a Commercial Systems Architecture firm for bold leaders navigating the era of Experiential Commerce. Built intentionally as a solopreneur business operating through a Player-Coach Model, the AGENCY keeps founder-level expertise, energy, and accountability in the work from diagnosis through activation, while bringing in specialized expertise when needed. No handoff between the thinking, the doing, and the outcome.
Purpose.
Advancing human health through The Pursuit of Excellence in Service of Science™.
Mission.
As a Customer Excellence Activation partner, I help pharma and life sciences leaders meet the Consumer-Grade Imperative by embedding and scaling Customer Excellence, creating the most customer-centric pharma companies on the planet and enabling them to fully realize the value of their science through experiences worthy of it.
Vision.
Pharma companies are equipped to match the rigor of their evidentiary standards for science, their precision standards for manufacturing, and their trust standards for brands with an equally elevated experiential standard for customer engagement.
Anchored in Purpose
The Pursuit of Excellence in Service of Science™.
"We are what we repeatedly do. Excellence, then, is not an act, but a habit."
-Aristotle
As my adopted industry, going in-house in global pharma has been a revelation. The stakes simply cannot be higher. At Pfizer, the Science Will Win™ mantra resonated deeply with me because it reflected a belief I had long held and practiced, and also happened to align with Aristotle’s conviction that excellence is not an act, but a habit.
As an alum of that storied "Brooklyn Born" organization and the Berlin-based Bayer Pharmaceuticals, and through relationships with industry colleagues across the broader life sciences and healthcare ecosystem, that belief was reinforced repeatedly: systemic rigor, structural discipline, and human ingenuity, applied consistently, are what translate scientific ambition into real-world impact for real people.
Breakthrough science matters above all, but what ultimately determines its reach is the systems and experiences that carry it into the world. That belief now shapes my
work, my writing, my teaching, and defines the purpose of this agency platform. This is the purposeful pursuit:
The Pursuit of Excellence in Service of Science™.
Getting Started
Three Ways to Begin the Work.
Buy the Book
on Amazon.
Get the complete framework.
The Wiley-published playbook the entire approach is built on. Start with the free preview or get the full text.
The Customer
Excellence Lab.
Become a Customer Excellence Enterprise.
Assessments, working tools, and seven lessons to embed customer experience and find the gaps before they surface in results.
Speaking, Learning
& Development.
Bring the thinking in-house.
Keynotes, masterclasses, and immersive learning programs that move teams from customer-centric intent to commercial conviction.
