Wayne Simmons

Wayne Simmons is the founder of The Customer Excellence AGENCY, a commercial systems architecture firm for pharma and life sciences, and the author of The Customer Excellence Enterprise, Wiley, 2024. His work addresses one problem. The value of exceptional science is routinely lost between the prescription and the patient. He calls that gap value leakage, the discipline that closes it Customer Excellence, and the standard it is built to meet Consumer-Grade. Wayne previously led global customer excellence in Pfizer’s first Chief Marketing Organization and in Bayer’s Customer Powerhouse, and learned service delivery at The Ritz-Carlton Leadership Center. He is founding faculty of the MS in Customer Experience Management at Michigan State University’s Broad College of Business, an Inc. 500 awarded former founder and CEO, a Certified Customer Experience Professional, a prior CXPA board member, and a US Army Intelligence veteran. He lives in the New York City area.