A Solopreneur Partner to Pharma & Life Sciences.
Coaching. Speaking. Insights.
New Title
Go Ahead Pharma People...Be Brilliant.
As your Customer Excellence Activation partner, I transform customer-centric intent into culture, ways of working,
and commercial systems that consistently match the brilliance of your science with experiences worthy of it.
Author-led speaking and training 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 show up in the world, 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
Tailored, context-rich speaking and training engagements
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.
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.
The Masterclass equips intact biopharma commercial leadership teams to internalize the Case for Urgency for matching the brilliance of their science with experiences worthy of it. Built for cross-functional learning and activation across commercial, marketing, field sales, and customer experience, this catalytic program transforms noble belief into enterprise conviction, redefining commercial leadership around a fundamentally differentiating, new success formula.
Author-led | ½ Day | Full-Day | Also Available in Keynote and Tailored Formats.
Example speaking & training engagements include:
The Leadership Masterclass.
Designed for intact leadership teams, this immersive program redefines how value is created and recognized in the New Customer Context. It helps leaders move beyond intent to the case for urgency needed to embed Customer Excellence into culture, strategy, systems, and structures at the DNA-level.
The CXE: 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 Customer-Centric Marketer.
A transformative course for marketing and commercial teams learning to lead with experience, not just messaging. Participants explore how to operationalize Experiential Commerce, integrate brand, product, and experience into a unified value engine, and design systems that build preference over promotion.
The Essential Evolution from Funnel to Flywheel.
Create a case for urgency to activate the entire organization around a customer-centric "flywheel" 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.
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
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