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#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
Timeboxing
Timeboxing is a time management technique that involves allocating a fixed, maximum unit of…
Linear Regression
Linear Regression is a statistical method used to model the relationship between a dependent…
Rich Communication Services (RCS)
Rich Communication Services (RCS) is a modern messaging protocol that upgrades traditional SMS (Short…
B2C (Business to Consumer) Marketing
Business to Consumer (B2C) marketing refers to the strategies and activities a business uses…
Buy Online, Return In Store (BORIS)
Buy Online, Return In Store (BORIS) is a retail returns model where a customer…
Application to Person (A2P) SMS Messaging
Application to Person (A2P) SMS messaging refers to the process of sending mobile messages…
Buyer’s Journey
A buyer’s journey is the series of steps that grows a potential customer into…
Configure, Price, Quote (CPQ)
CPQ stands for Configure, Price, Quote. At its core, CPQ is a sales tool…
Contact Center as a Service (CCaaS)
Contact Center as a Service (CCaaS) is a cloud-based contact center solution that provides…
Operational Debt
Operational debt refers to the accumulation of unfinished tasks, projects, or initiatives that are…
B2B (Business to Business)
B2B, or Business to Business marketing, refers to companies, products, and services that sell…
Multivariate Testing (MVT)
Multivariate Testing (MVT) is an advanced statistical method used primarily in digital marketing to…
Latest Research
The more recent insights, trends, and stats to guide your work
Strategic Imperatives for Retail Media Networks: Driving Performance and Trust
Algolia’s Retail Media Networks: Insights and Emerging Trends report provides senior marketing and CX leaders with strategic insights into effectively…
Up-to-the-Minute
Analysis & Insights from the last 48 hours
Yesterday’s announcements represent genuine progress in marketing technology. Autonomous agents can handle specific, well-defined workflows faster and cheaper than humans. But they’re not replacing marketing…
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