Accenture estimates that the global "Switching Economy" represents up to $5.9 trillion in potential revenue shifts as consumers change providers. In the US, the switching economy is $1.3 trillion. Customer frustration with poor customer service has led to a 5% increase in switching among US consumers over the past year. Common frustrations include having to contact companies multiple times, long hold times, and repeating information. While digital technologies provide opportunities to improve experiences, companies have largely failed to deliver more personalized service.