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Your company is likely to face an extinction event in the next 10 years. And while you may see it coming, you may not have enough time to save your company.

While 74% of business executives say their company has a digital strategy, only 15% believe that their company has the skills and capabilities to execute on that strategy (see figure). These are just some of the findings from our latest research (Forrester clients click here).

Dynamic Ecosystems Of Value Consumers are already adapting digital tools to their lives, both for personal use and for business use. These tools — apps for smartphones and tablets — allow device owners to create a collection of tools that satisfy a need or want. 

These companies excel because they don't spend time and energy building formal business cases in order to justify every dollar spent on customer-centric initiatives

American Express overhauled its customer care employee training program and now spends 70% of the time focused on skills such as actively listening, assessing customers' moods, and helping customers understand the value of their relationship with the company. All that time and effort has paid off as customer spending increased, attrition decreased, and customers who learn about their card benefits and features from customer care employees show an average increase of more than 10% in advocacy.