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"At the intersection of commerce and the human condition, reverence for customers and the pursuit of excellence are the fiercest, most durable advantages any company can build."  -- Wayne Simmons

Author-led speaking and training sessions anchored in a unique Practitioner's Promise.

Look closely at the top CX and customer-centricity speakers and trainers, and you’ll find a common thread—they’ve never actually done the job! Podcasters. Posers. Performers. Pretenders. Global audiences deserve a fundamentally different value proposition. That’s why I created The Practitioner’s Promise: a commitment to anchor every engagement in my specialized, real-world experience working across industries at enterprise and global scale with some of the most iconic, largest, and most complex organizations in the world. This isn’t theory—these are fresh perspectives, new ideas, and hard-earned lessons from success, struggles, and everything in between.


"I design and embed systems that transform how companies engage with people, making every interaction more human, more intuitive, and more capable of delivering not just on brand promises, but on the continually elevating and evolving expectations of the people they serve."      -- Wayne Simmons

Original.

Catalytic.

Pragmatic.

Wayne is a highly sought-after speaker and Trusted Advisor, delivering unique, differentiated expertise on a wide range of topics related to customer-centricity and customer experience:

 

Original. Drawing from his books, research, teaching, and hands-on experience with iconic brands and complex organizations, Wayne crafts and delivers fully customized presentations tailored to industry, audience, event, and strategic organizational goals.


Catalytic. With offerings including keynote, half-day, full-day formats, Wayne brings first-hand leadership and operational experience in these topics to spark diverse audiences across leadership teams, functional departments, and entire enterprises.


Pragmatic.  His practical insights are continuously  enriched by the evolving dynamics of AI and Experiential Commerce, making him an invaluable resource for organizations aiming to win in an ever evolving business and customer landscape.

Tailored, context-rich, frame-shifting sessions that build capability and ignite bold action.

No recycled keynotes. No off-the-shelf workshops. No generic ideas. Just deeply tailored, high-impact engagements designed to meet your moment. Whether addressing a boardroom, C-suite, or facilitating an immersive workshop for cross-functional teams, my speaking and training engagements are built from the ground up to reflect the unique context, challenges, and aspirations of each organization. These aren't static presentations—they’re multimodal experiences that spark new thinking, challenge assumptions, and catalyze change.

Example SESSIONS include:

The Customer Excellence Enterprise

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 The Ritz-Carlton, Amazon, and other 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 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. 


Elevating 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 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.


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Customer-Centric Culture

Speaking Engagement Snapshot #1:

NEXT Pharma Summit

Dubrovnik, Croatia

Session Title:

Funnel to Flywheel: The Customer-Centric Commercial Model

Description: Alongside the traditional dimensions of product and brand factors, HCPs are increasingly making prescribing decisions based on experiential factors. To meet this moment, CMOs and Modern Marketers must extend their focus from customer acquisition campaigns to also drive customer retention and expansion behaviors. In this session, attendees will be introduced to the case for urgency in making the essential evolution from the transactional “funnel” to the customer-centric “flywheel” commercial operating model. 

Attendee feedback

"...Redefined what it means to be customer-centric in 2025"

"Wayne Simmons (Pfizer) just redefined what it means to be customer-centric in 2025.“CX can’t be a monolith. CX can’t succeed in a vacuum. We are all in service of customer acquisition....This was not just another CX talk!"  -- Conference Organizer

Speaking Engagement Snapshot #2:

Medallia EXPERIENCE `25

Las Vegas, NV

Session Title:

Driving Commercial

Excellence through CX


Customer Experience Management must evolve from reactive pain point management to driving measurable business impact. This session introduces a bold, commercial approach — integrating customer context into marketing, sales, and revenue operations. Learn how a customer excellence function breaks silos, fosters collaboration, and positions customer experience management as a vital force in the corporate revenue engine, commanding equal footing with marketing and sales.



"Session OSAT: 9.8 (WOW!)"


-- Customer Advocacy Director, Medallia


Attendee feedback

"Loved it. Favorite one so far. My favorite sessions at Medallia Experience are the ones that push the envelope for how to think about cx."

"I liked the concept of the flywheel and highlighting how customer perceptions and guided by their usage of other brands that are likely in unrelated industries."

"Really relevant content in my space. Good presentation and insights that smack of authenticity."

"I love the visuals with the doctor and interactions with multiple brands. I want to replicate that for my company"

RECENT ENGAGEMENTS

Successfully activating global audiences across industries and disciplines.

2025 NEXT Pharma Summit, Dubrovnik, Croatia

2025 Pharma CX Marketing Summit, Philadelphia, PA

Reuters Pharma USA 2025, Philadelphia, PA

2025 Customer Connect Expo, Keynote, Las Vegas, NV

2025 Medallia Experience, Las Vegas, NV

2025 Transformational CMO & Retail Assembly

12th Pangora Pharma CX Summit, Princeton, NJ

2024 C&S Life Sciences Leadership Summit

2024 Pharma CX Marketing Summit, Philadelphia, PA

2024 Transformational CMO & Retail Assembly

Authenticx Voices24 Keynote, Indianapolis, IN

1OTH Pangora Pharma CX Summit, Princeton, NJ

2023 Pharma CX Tech Summit, Princeton, NJ 

HFS Research, GenCX Roundtable, NYC, NY

2023 CXM360 Conference, East Lansing, MI

CXPA CX Leaders Advance, Washington, DC

2022 Pharma CX Summit Keynote, Pharma CX Reimagined

INDUSTRY EXPERIENCE

Pharma & Life Sciences

Financial Services

Government & Education

Retail & Consumer Goods

Sports & Entertainment

Hospitality & Travel
Auto & Transportation

Real Estate & Legal

Facilities Management 

Get Started Today.

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FAQS

  • ➤ What exactly is Customer Excellence, and how is it different from traditional CX?

    Most organizations fail to sustain customer-centric momentum because they approach it as a symbolic change, not a functional shift. They launch NPS dashboards, run customer journey mapping workshops, or appoint a Chief Experience Officer—but without altering the decision rights, governance models, incentives, or resource flows that shape daily behaviors, these efforts remain surface-level. Organizational ambition without DNA-level transformatiion leads to inconsistencies, variations and ultimately regression.Customer Excellence unifies and elevates customer strategy, engagement, experience, success, and care into a scalable system. Unlike traditional customer experience (CX), which often operates as a silo or initiative, Customer Excellence is embedded in the business model and success formula —transforming experience into a deeply differentiating competitive and commercial asset.

  • ➤ Why is Customer Excellence critical now?

    In saturated markets where product and messaging no longer guarantee preference, experience has become the differentiator. Customer Excellence enables organizations to become predisposed to consistently high-value, low-friction experiences that build trust, loyalty, and long-term growth—especially in industries under pressure to transform.

  • ➤ How does Customer Excellence help companies create customers for life?

    We transform operating models to align with customer journeys—not internal processes. By designing brand-aligned Ideal Experiences and building the systems to deliver them, we help organizations earn preference and expand customer lifetime value across the full relationship cycle.

  • ➤ What kind of companies benefit most from Customer Excellence?

    Customer Excellence is especially impactful for large or global enterprises in complex, highly regulated, intensely competitive, or commoditized sectors—like pharma, finance, healthcare, retail, and hospitality—where trust, relevance, and interaction quality are essential to brand perceptions, growth, and value creation.

  • ➤ What makes this approach different from traditional approaches?

    I'm a practitioner and builder, not a podcaster or performer. I bring deep transformation experience, a proprietary methodology (CXEdna), and a commitment to operationalizing customer-centricity and customer experience at enterprise and global scale, closing the gap between intent and impact.

  • ➤ How do you measure the financial impact of Customer Excellence?

    I connect customer experience to financial performance by making Customer Excellence an organic element of the value creation formula. As a distinct feature, this involves revenue protection -- tracking improvements in acquisition efficiency, retention, and expansion to protect revenue and value already captured from marketing and sales investments and initiatives. 

  • ➤ How do we get started with Customer Excellence?

    Many organizations already believe in customer-centricity—but belief isn’t enough. The first step is turning leadership intent into enterprise-wide conviction. Wayne Simmons’ speaking engagements, leadership workshops, and immersive training experiences are designed to build alignment, momentum, and clarity. From there, we partner with clients to assess readiness and define the roadmap for enterprise-wide activation.

Partner with the author, Wayne Simmons, 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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Customer Excellence
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