B
Evidence Grade B
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Safe to Cite
Recent
60%
60% -- share of enterprise genai pilots for Customer care functions (2025)
Customer care functions account for up to 60% of all enterprise GenAI pilots globally.
- Represents an upper bound ('up to 60%')
- McKinsey estimate cited by third-party article
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Lighthouse Research Team
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Source verified
Evidence graded
Value
60%
Unit
Percentage
Data Vintage
2025
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
75
Source Trust
60
Citation Chain
20
Independence
30
Methodology
35
Freshness
95
Source
McKinsey
Primary
Tier B
https://cio.economictimes.indiatimes.com/news/next-gen-technologies/unlocking-business-potential-how… ↗
Source Article
Where GenAI will actually drive business value in 2026
- Exclusive
- Next-Gen Technologies
- 4 min read
Where GenAI will actually drive business value in 2026
By 2026, Generative AI faces its first true business audit. CIOs must move from pilots to profits, proving real ROI in customer care, decision making and efficiency powered by clean data, talent, …
Original Research
McKinsey
· Original study ↗
Methodology
McKinsey estimate cited in article
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
Customer care functions: 60% share of enterprise genai pilots. Source: McKinsey (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/customer-care-genai-pilots-share
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<blockquote cite="https://lighthousedata.io/data/customer-care-genai-pilots-share" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>60%</strong> -- share of enterprise genai pilots for Customer care functions<br><small>Source: McKinsey (2025) · <a href="https://lighthousedata.io/data/customer-care-genai-pilots-share" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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