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  "documentTitle": "2025 The CEO s Guide to Generative AI",
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      "text": "No single area of an organization provides a better foundation to demonstrate generative AI success than customer service.",
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      "text": "Opportunity is knocking. No single area of an organization provides a better foundation to demonstrate generative AI success than customer service. The interplay between AI tools, human agents, and customers offers CEOs a distinctive opportunity to generate value while building operational proficiency in new ways of engaging. No matter where an organization is in its AI journey, adding gen AI can provide a much-needed performance lift.",
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      "text": "Go to the customer. Listen and talk to the customer. Explain your ideas to the customer and get some feedback. — Kazz Kobayashi, Corporate Officer and President, RICOH Futures Business Unit",
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      "text": "Research methodology: The statistics informing the insights in this chapter are sourced from two proprietary surveys conducted by the IBM Institute for Business Value in collaboration with Oxford Economics.",
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      "text": "From problem solver to innovation hub",
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      "text": "Chapter 21\nCustomer service + generative AI",
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