Binance CEO Changpeng Zhao (CZ) emphasized the importance of customer service in the cryptocurrency exchange's success. Reflecting on 2017, CZ noted that response times for support tickets at exchanges were typically two months. In contrast, he mandated that Binance's customer service respond within 24 hours, a move he considers crucial to the platform's growth. Additionally, CZ discussed the role of Key Opinion Leaders (KOLs) in the crypto industry, suggesting that choosing the right niche is essential for success. He contrasted the crypto sector with the AI industry, noting that the former is more reliant on KOLs for influence and growth.