Expert Advice for Marketing Leaders on MarTech, AI, & CX
Catch the latest episodes of our award-winning podcasts for CMOs and marketing professionals
#831: CSG’s Megan Lukitsch on radical simplicity in CX
Today, we’re going to talk about a counterintuitive but powerful idea: that the future of customer experience is not about creating more elaborate experiences, but about radically simplifying them to the point where they become forgettable—in a good way. We’ll explore how focusing on effortless outcomes and leveraging AI to enable simplicity can become a measurable growth strategy. To help me discuss this topic, I’d like to welcome, Megan Lukitsch, Vice President of Global Sales, CX at CSG.
From the creators of The Agile Brand with Greg Kihlström® podcast, and the internationally best-selling The Agile Brand Guide® series of books on marketing technology topics, we're here to give marketers information and insights to make better decisions.
Martechipedia™ Wiki
The marketing wiki with everything you need to know:
Most popular terms
Brandlight
Brandlight is a SaaS platform focused on AI visibility and brand intelligence—measuring how a…
Content Marketer
A content marketer is a creative professional who is responsible for creating, managing, and…
Bronze, Silver, and Gold Data Layers
The Bronze, Silver, and Gold Data Layers are a multi-tiered data architecture approach used…
Technology Adoption Model (TAM)
The Technology Adoption Model (TAM) is a theoretical framework that explains how users come…
Conversion Rate (CR)
Conversion Rate (CR) is a fundamental metric in digital marketing used to measure the…
Significance (σ or Sigma)
Significance in statistics refers to the measure of how far a result deviates from…
Business Value Pyramid
One way to look at business value is by using the Business Value Pyramid…
Line of Business (LOB)
Line of Business (LOB) refers to a category within a company that deals with…
Customer Lifetime Value (CLV)
This is a calculation of the total value of a customer over their entire…
Business Unit (BU)
A Business Unit (BU) is a distinct subdivision within a larger company that operates…
Compound Annual Growth Rate (CAGR)
The Compound Annual Growth Rate (CAGR) is a financial metric used to measure the…
Total Cost of Ownership (TCO)
Total cost of ownership (TCO) is an estimate of the expenses related to a…
Latest Research
The more recent insights, trends, and stats to guide your work
Radial: Strategic Adoption of Agentic AI in Commerce: Priorities for CX Leaders
Radial’s The Dawn of AI and Agentic Commerce: Key Consumer Research on Agentic AI report reveals critical insights into these…
Up-to-the-Minute
Analysis & Insights from the last 48 hours
Yesterday’s martech news cycle produced 20+ product launches and reports. Here’s what actually matters for CMOs and marketing organizations — and what doesn’t.
The dominant theme across six major announcements is the acceleration of agentic AI — AI that doesn’t just respond to prompts but initiates actions, monitors…
Three interconnected themes dominate the latest enterprise marketing intelligence: the rapid maturation of agentic AI as a commerce and customer experience layer; the growing consumer…
Upcoming Events
HumanX 2026
The must-attend, venture-backed conference for the artificial intelligence community. From the team behind Money2020, HLTH, ViVE, and Shoptalk, and…
CRMC 2026
CRMC is the premier retail event of the year for Retail and Brand Marketers,…
Salesforce Dreamforce
The agentic revolution continues September 15-17 in San Francisco. It’s three days of groundbreaking…
Hubspot Inbound 2026
INBOUND 2026 is heading back to Boston. Better growth starts here. Hosted by HubSpot,…
More Industry News
More Articles on MarTech, AI, & Customer Experience
AI Is Now Explaining Your Customer Experience
Customers might browse a website, read support articles, ask a chatbot or contact a service team directly. Sometimes they’d watch…
Expert Mode Articles
Hear from Thought Leaders About Marketing technology, CX, and Digital Transformation
Expert Mode: Recasting Loyalty from a Cost Center to Your Core Strategic Weapon
This article was based on the interview with Jim Sturm, President of North America at…
Expert Mode: Closing the Gap Between Marketing Strategy and Frontline Execution
The challenge for enterprise leaders isn’t just to create better campaigns, but to build a…
Expert Mode: Your Content Isn’t an Asset, It’s an Engine
This article was based on the interview with Luke Roberts, Global Director, Digital Strategies &…