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  "documentTitle": "2025 Executive Perspectives Unlocking Impact from AI",
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      "text": "Note: Key barriers and relative importance of barriers according to BCG survey on GenAI in customer service\nSource: BCG-conducted expert interviews; BCG survey of ~150 C-level executives and senior leaders/managers on GenAI in customer service; BCG project experience; BCG analysis",
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      "text": "1. Poor technology integration and orchestration\n2. Lack of focused strategy and leadership for GenAI initiatives\n3. Focus on tech instead of business impact",
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