Wayne Simmons, CCXP

I partner with commercial, marketing, field, and medical leaders in global pharma to transform complex commercial systems through experience-led architecture and applied AI. I redesign the operating structures needed to meet the Consumer-Grade standard customers now expect, so more prescribing intent becomes realized therapy, patient impact, and commercial value. My work connects principles, people, process, and platform around customer progression, removing the friction between scientific intent and patient impact and realizing more of the value already created by the science and brand. At the center is Customer Excellence as both a culture and a commercial operating discipline: complementing promotional acumen with experiential progression to convert more of the intent already created into patient and commercial impact.

As the author and accountable executive for Pfizer's first enterprise customer experience strategy and transformation, established the CX discipline inside one of the industry's most complex commercial organizations, building from first principles the infrastructure, measurement systems and operating models that connected field intelligence, omnichannel engagement and customer insight into a coherent growth architecture. Within the Global Commercial Excellence & Enablement organization, led the organizational activation and operationalization of customer-centric ways of working across the enterprise, with emphasis on optimizing contact center (Pfizer Connect), field force interactions, field intelligence and go-to-market activation across therapeutic franchises. Designed and scaled omnichannel customer listening and experience measurement capabilities that generated novel insight from frontline interactions, digital engagement data and diverse big data sources spanning patients, healthcare professionals and consumers. Drove commercial benchmarking, continuous channel optimization and frictionless high-value experience design to strengthen brand preference and earn preferred positions with customers across in-person and digital touchpoints.

Recruited as a founding faculty member to develop and teach the Marketing 887: Customer Experience Strategy course in the Master's of Science in Customer Experience Management (MS-CXM) Program at Michigan State University, Broad College of Business, Department of Marketing - the first of a kind academic degree dedicated to Customer Experience Management (CXM).

Global Customer Experience Discipline Leader, Customer Powerhouse Commercial Transformation | Global Marketing Data Science & Customer Insights. Led the global customer experience discipline within Bayer's enterprise commercial transformation, with a mandate to make experience quality a measurable driver of digital engagement, brand preference and revenue performance across therapeutic areas. Carried global organizational and commercial transformation remit spanning 100+ markets and six therapeutic areas, including accountability during the post-launch commercial acceleration of high-priority franchises. Optimized therapeutic area field forces to deliver exceptional customer experiences, reorienting field roles, routines and insight flows around the moments that matter to healthcare professionals rather than the cadence of the call plan. Architected and operationalized the enterprise customer experience and customer success capabilities underpinning this transformation, including low effort channel engagement strategies, voice of customer (VoC) analytics and journey insights spanning clinical, communications and commercial journeys.

Opptiv is the award-winning agency through which I delivered customer-centric and CX transformation and turnaround advisory, training and coaching to Fortune 500 brands and private equity portfolio companies in customer-intensive industries. I earned a reputation for delivering meaningful results in high-stakes organizational, operational and commercial transformations, private equity and post-M&A integration, and corporate turnaround situations.

The Ritz-Carlton Leadership Center is dedicated to helping client organizations maximize performance and attain competitive advantage through exceptional employee (EX), service (SX) and customer experiences (CX). As an interim leader and change agent, transformed and led delivery of the legendary ethos, practices and systems of the Ritz-Carlton brand across advisory, training and public speaking to help clients achieve customer-centricity and implement service excellence culture, leadership and operations.

Mercer, a unit of Marsh & McLennan Cos. (NYSE: MMC), serves Global 1000 clients across strategic HR, human capital and employee experience (EX) challenges. For the Intellectual Capital Solutions business (an internal start-up), provided interim leadership of a multi-disciplinary team in the design, go-to-market and support of new digital revenue stream concepts and customer engagement strategies. Using business model innovation, experience design and emerging technologies, commercialized a portfolio of digital products and in-person experiences built around the Mercer Select Intelligence® engagement platform, including the Mercer Human Capital Scan® diagnostic, Mercer FutureReady network memberships and using machine learning to generate decision-support insights and visualizations for the MercerIQ product.

Inc. 500 and Consulting Magazine "Small Jewel"​ awarded Founder and CEO of the 340th fastest growing privately-held business in the U.S. (acquired by private equity firm Excellare Capital Partners in 2010).Specialized in leading large-scale culture, leadership, employee engagement and operating model transformations for enterprise and public sector clients.. As an operating executive, founded and provided general management, strategy, service delivery and sales leadership for this high-growth consultancy.

For the EY Center for Technology Enablement, served as a revenue-focused, cross-industry thought leader in CxO advisory, strategy, operational governance, IT outsourcing and IT operations management for enterprise-wide ERP implementations for Global 500 clients. Served as freelance writer for InformationWeek and eWorld magazines, and wrote the monthly 'Management Insights' column for InternetWeek magazine.

Served as mission flight crew for airborne intelligence, surveillance and reconnaissance (ISR) operations in conventional, asymmetric and counter-narcotics operations. Supported Intelligence Community R&D in fielding new systems as a certified instructor.