Megan Lukitsch — Vice President of Global Sales, CX, CSG
Published:
Get everybody that’s involved in a customer journey or experience in the same place… walk out a few hours and map the whole thing out. Put it on a whiteboard.
What does Megan Lukitsch say on The Agile Brand with Greg Kihlström?
Megan Lukitsch, Vice President of Global Sales, CX, CSG, says: This interview with Megan Lukitsch, Vice President of Global Sales, CX at CSG, argues that the most effective customer experiences are often the least memorable—seamless, outcome-focused interactions that remove friction. Lukitsch outlines practical steps (a cross-functional "friction audit"), how to quantify savings and revenue impact, and why simplifying journeys is both a CX and financial strategy that frees human experts for high-value work.
From: The Agile Brand with Greg Kihlström
Cite as: Megan Lukitsch. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/megan-lukitsch-get-everybody-thats-involved-in-a-customer-journey-or-exper