Megan Lukitsch — Vice President of Global Sales, CX, CSG
Published:
You can start looking at cost down and value up… We reduced average resolution time by X and eliminated Y percent of repeated contacts and that created Z in annualized savings.
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-you-can-start-looking-at-cost-down-and-value-up-we-reduced