Join the ACT-IAC Customer Experience COI for an insightful session with Pfizer's Wayne Simmons.
Customer Experience is a business imperative - whether you operate within the Public or Private Sector. Tectonic shifts in customer expectations and behaviors during the last five years requires organizations to rethink how they deliver products, services, and experiences. Customer Experience Management, in turn, must evolve beyond score tracking and reactive pain point management to drive measurable business impact if it is to deliver on its promise.
This session will introduce a bold, commercial approach from Pfizer that integrates 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.
Wayne Simmons is responsible for crafting and executing Pfizer's global customer experience management strategy, leading the adoption of customer-centric ways of working and serving as the company's principal technical advisor on CX. Wayne is also the co-author of "The Customer Excellence Enterprise" and a professor of practice on the faculty of the M.S. in Customer Experience Management (MS-CXM) at Michigan State University - a first of its kind program.
United States