Among the many measures of U.S. corporate performance is topple rate, or the rate at which groups of leading companies in industries or market indexes changes over time. Multiple studies have found that the topple rate has never been higher and, as a result, increasing numbers of top companies face obsolescence. This reality is commonly caused by a companys product or service losing relevance, but it can also be a consequence of customer experience offerings failing to match the changing times. Consequently, the digital component of the customer experience has never been more critical to success.
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