The service experience is evolving and enriching... Greek consumers are becoming more digital, more demanding, but they remain deeply human!

The service experience is evolving and enriching… Greek consumers are becoming more digital, more demanding, but they remain deeply human!

New nationwide survey “Customer Experience Stories” by Focus Bari: Part B

Focus Bari’s new nationwide survey, “CX Stories: The Next Era – The Power of Experience”, conducted twice a year (spring and fall), records the authentic voices of Greek consumers through real-life everyday service experiences, highlighting needs and trends in customer experience.

Specifically, in part B, we observe:

• Digital transformation upgrades the service experience:

55% say that new technologies make service faster and more immediate, while 68% now feel more familiar with digital tools (chatbot, voice.ai, etc.)

• Technology is preferred for simple requests, while human contact is preferred for difficult ones:

63% believe that new technologies provide more immediate service for routine matters, while 60% seek human presence for more demanding issues.

• The positive attitude of Greeks towards Artificial Intelligence is strengthening:

Acceptance of AI in customer service has increased from 55% (April) to 62% (October), with the main reasons being its availability (52%) and immediacy (41%).

• The human dimension remains crucial for a positive experience.

Speed and consistency build trust, but authentic connection and care are the elements that transform a simple service into a lasting experience.

See the whole presentation of the “CX Stories” B wave_partB_ 2025 here