Megan Lukitsch — Vice President of Global Sales, CX, CSG
Published:
Look at every step along the way and ask three questions. The first is, why does this step even exist? Who owns it? And what happens if we remove it?
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-look-at-every-step-along-the-way-and-ask-three-questions-th