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Wayne Simmons

Email: simmo434@msu.edu
Fixed-Term Faculty
Department: Marketing
Areas of Expertise
  • Biography
    Wayne Simmons is a growth-focused senior leader, specializing in building winning brands through world-class customer experience. Previously as a former Inc. 500-awarded founder and CEO, Wayne has over 20 years of experience working across the spectrum of customer experience management disciplines in corporate, start-up and private equity environments. Currently, as the Global Customer Experience Management Lead for Pfizer, Wayne is responsible for building and deploying customer experience capabilities across the enterprise.  With prior marketing, commercial and CXM roles with Bayer Pharmaceuticals, The Ritz-Carlton Leadership Center, Mercer and EY, Wayne provides a unique blend of operational and analytical expertise across the spectrum of omnichannel digital marketing, CX, customer success and customer service operations. Wayne is a U.S. Army Intelligence veteran, has a B.S. degree from the University of the State of New York, and is an alumnus of the Wharton School, University of Pennsylvania as a graduate of the Advanced Management Program. Wayne is also a Certified Customer Experience Professional (CCXP), and a board member of the Customer Experience Professionals Association (CXPA). Wayne resides in the New York City metropolitan area.
  • Education
    Bachelors of Science Sociology 1994, University of the State of New York
    Graduate Advanced Management Program 2011, Wharton School, University of Pennsylvania
  • Courses
    • MKT 887: Customer Experience Strategy
  • Media Mentions
    • ARTICLE
      CXM@MSU Viewpoint: Rethinking customer experience management value and ROI
      September 23, 2023
      Outlet: Broad College of Business
      This article presents a conceptual framework describing how the accounting-based earned growth rate metric and the risk-based customer value-at-risk metric can work together to provide a holistic method to measure and communicate the value and ROI of customer experience investments. This new conceptual framework combines EGR as a measure of the value generated from retained customers on the upside and CVaR to measure the potential loss of value from customer churn on the downside.
    • ARTICLE
      New Experience Economy: The World Needs More Chief Experience Officers
      September 9, 2022
      Outlet: International Business Times
  • Links

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CXM@MSU Viewpoint: Rethinking customer experience management value and ROI 
Learn how a holistic measurement framework can help with the persistent need to demonstrate the value and ROI of CX.
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