Customer Experience Transformation: Embedding CX into Every Stage of Your Marketing Strategy

Why This Matters for Marketers

In today’s marketplace, customer experience (CX) is not just a buzzword, it’s rapidly becoming the central differentiator between brands that thrive and brands that fall behind. Marketers who successfully embed CX into every stage of their strategy unlock stronger customer loyalty, higher retention rates, and sustained business growth. From initial touchpoints through post-purchase interactions, every moment a customer engages with a brand is an opportunity to build trust, drive referrals, and increase lifetime value. This session is designed for marketers who want to shift from campaign-centric thinking to holistic, experience-driven approaches that deliver measurable results.

The Challenges in Execution

Transforming a marketing strategy to be CX-driven is far from simple. Marketers often grapple with organizational silos that prevent consistency, lack of alignment between departments, and difficulties integrating data and analytics. Scaling CX across large or global operations adds complexity: what works in one market may not translate to another. There’s also the challenge of personalization, how to deliver relevant experiences without seeming invasive, and how to balance automation with the human touch. These are the real obstacles standing between intention and execution.

Why Insight & Perspective Make the Difference

That’s where shared learning, diverse perspectives, and strategic insight become critical. First, hearing real stories from practitioners who’ve navigated CX transformations helps surface practical frameworks, what worked, what didn’t, and why. Second, engaging with peers in interactive breakout settings gives marketers the chance to test ideas, adapt approaches to their own contexts, and anticipate challenges before they become problems. Finally, data-driven insights, about customers, journey maps, analytics, help ground strategy in measurable reality. When marketers combine outside perspective with internal expertise, they gain the clarity and confidence needed to embed CX meaningfully and to drive real business value.

Hear from Wayne Simmons, the Customer-Centric Marketer

Wayne Simmons brings to the UWEBC session a rare combination of senior-level leadership in Customer Experience and Marketing, with a proven track record of transforming large global organizations toward what he calls a “Customer Excellence Enterprise.” As Global Customer Excellence Lead at Pfizer (and formerly in CX/Marketing leadership at Bayer, The Ritz-Carlton, and others), Wayne has hands-on experience embedding CX into the core of how companies strategize, build culture, and deliver measurable growth. Attendees can expect him to help bridge the gap between marketing’s ambitious promises and CX’s operational realities. For marketing professionals who aim not just to acquire customers but retain them, deepen loyalty, and increase lifetime value, Wayne’s insights are especially timely and actionable.

Register now to secure your spot!

Participate in Customizing the Agenda: You’ll have the opportunity to play an active part in shaping the agenda for this session – and to maximize its relevance for you – by suggesting and selecting topics for breakout discussions. Once the agenda is complete, you choose the discussions you want to join. This will be a highly interactive session so come prepared to share your questions, challenges and insights!

Virtual Attendance Available: If you can't make it to the event in person (or if in-person registration has reached capacity), you can still register to attend online. To attend virtually, click the "Register for virtual" button on this event's homepage. You will receive a confirmation email with the link to join a week before the meeting, and you can find the link to join on this page as well.

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