Wayne Simmons

Founder

Wayne Simmons is the founder of The Customer Excellence Agency™, where he helps pharma and life sciences organizations turn customer experience into commercial value realization. He previously led global commercial customer excellence at Pfizer and Bayer, with experience scaling CX capabilities across more than 100 markets. Wayne is the author of The Customer Excellence Enterprise and a founding faculty member in Michigan State University’s M.S. in Customer Experience Management. His perspective also reflects experience with The Ritz-Carlton Leadership Center and major global consumer brands, bringing together pharma commercial expertise, enterprise culture transformation, and consumer-grade operating models.

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CallMiner

CallMiner is the global leader in AI-powered conversation intelligence and customer experience (CX) automation. Our platform captures and analyzes 100% of omnichannel customer interactions delivering the insights organizations need to improve CX, enhance agent performance, and drive automation at scale. By combining advanced AI, industry-leading analytics, and real-time conversation intelligence, we empower organizations to uncover customer needs, optimize processes, and automate workflows and interactions. The result: higher customer satisfaction, reduced operational costs, and faster, data-driven decisions. Trusted by leading brands in technology, media & telecom, retail, manufacturing, financial services, healthcare, and travel & hospitality, we help organizations transform customer insights into action.

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