In this episode of Simply CX, Nicole McKinley talks with Erica Baird, Executive Director of Global Sales and Service at Cummins, about how customer experience is deeply embedded across every facet of the company—from engineering and field service to sales and product development.  

You'll walk away with: 

• How Cummins uses AI to predict and prevent mechanical issues before they happen 

• Why customer empathy is more powerful than ever in delivering positive CX 

• How CX data drives training, product design, and competitive intelligence 

Whether you're a CX pro, team leader, or brand builder, this episode will inspire you to see customer experience through a more human—and more powerful—lens. 

Produced by Larj Media 

For more CX insights, follow Nicole on Linkedin 

If you have questions or comments about CX email us: SimplyCX@microsoft.com 

Erika Baird on LinkedIn - https://www.linkedin.com/in/erica-k-baird/