Megan Lukitsch brings 25+ years of experience helping global brands transform customer engagement, drive retention, and modernize CX strategy. A leader in enterprise communications and digital transformation, Megan has led initiatives across AT&T, Verizon, ShoreTel, 8×8, and now CSG, consistently delivering measurable impact at the intersection of technology and experience.
Day 1: Nov 12, 2025
Day 2: Nov 13, 2025
10:00 am
INDUSTRY EXPERT:
Mixing Voc Analytics with Journey Orchestration to Drive Higher Performance
In today’s customer-driven world, automating parts of the customer journey is essential—but without understanding why certain touchpoints succeed or fail, brands risk missed opportunities and disengaged customers.
- How root cause analysis uncovers hidden friction points in the customer journey
- Why qualitative insights are critical for personalization and higher performance
- Practical, AI-enabled strategies for integrating VoC with journey orchestration
A real-world use case from Dish, highlighting challenges, solutions and measurable outcomes
