Focusbari

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

14th e-Commerce & Digital Marketing Forum

Xenia Kourtoglou as Keynote Speaker on e-Commerce

In the new era of commerce and marketing, everything converges toward a single destination: the Consumer. The journey is multidimensional and constantly evolving—beginning with physical stores and reaching its peak in the digital ecosystem that now defines trends, behaviours, and audience expectations.  This year’s e-commerce conference opened with a keynote by Xenia Kourtoglou, who presented the evolution of online shopping among Greek consumers from 2000 to today. She outlined their habits, preferences, and expectations within this increasingly complex market.  She concluded her presentation with authentic stories shared by Greek consumers about their experiences with online stores, drawn from the ongoing Focus Bari CX Stories research since 2017. She highlighted that positive experiences reward good business practices, while negative ones offer valuable insights for improvement.

See Xenia Kourtoglou’s full presentation here.

Focus Bari at the MINDS: SEDEA Market Research Forum 2025

Focus Bari at the MINDS: SEDEA Market Research Forum 2025

On 27 November 2025, the first MINDS: SEDEA Market Research Forum took place at the historic Sarogleio Mansion, marking the launch of a new annual platform for dialogue on the future of Market Research in Greece. Focus Bari was represented by Valeria Tsamis, who delivered the conference’s opening keynote in her capacity as President of SEDEA, Katerina Moschandreou, as well as additional members of our team who attended the Forum.

Katerina presented, together with Mastercard, the joint case study “KYKLOI by Priceless: How a purposeful initiative came to life”, showcasing how a socially meaningful initiative can be designed and activated with real impact.

The Forum highlighted the vital role of research in today’s data-driven and AI-powered landscape, while exploring the opportunities and challenges emerging from technological advancement, evolving methodologies, and the growing importance of transparency and quality standards. Discussions also focused on the need for certified, accountable research practices that reinforce trust among citizens, clients and institutions.

MINDS 2025 set a strong foundation for a new institutional event—one that aims to bridge technology with human insight, and to reaffirm the role of Market Research as a driver of progress for businesses and society.

 

27th Infocom World Conference & Exhibition | TELCOS

Xenia Kourtoglou Presented “30 Years of Internet in Greece”

With the heartfelt participation of leaders, executives, and companies across technology, telecommunications, and artificial intelligence, the 27th Infocom World Conference was held under the central theme “AI-Volution”—highlighting AI as both the natural next step in technological evolution and a force reshaping society and the business landscape.

The opening keynote was delivered by Xenia Kourtoglou, who presented “30 Years of Internet in Greece,” offering a historical overview of how Focus Bari began, as early as 1995, to independently measure Greeks’ relationship with technology. In her talk, she showcased the digital landscape of that era, the milestone events that fueled the expansion of internet use, and the journey leading to today, where Greeks have become fully-fledged “digital citizens.”   Xenia Kourtoglou concluded her keynote by presenting the Greek public’s current attitudes toward Artificial Intelligence—the fears, hesitations, and the audience typologies emerging even within business environments. She also offered guidance on how both technology-related anxieties and concerns around AI can be addressed and overcome.

See Xenia Kourtoglou’s full presentation here.

From service to emotion — the real experiences that build or break customer trust!

New nationwide survey “Customer Experience Stories” by Focus Bari

The new nationwide survey “CX Stories: The Next Era – The Power of Experience” by Focus Bari, conducted every spring and fall, captures the authentic voices of Greek consumers through real-life everyday service experiences. Specifically, in part A, we observe:

• Experiences are shared and shape trends:
74% of Greeks read reviews before making a purchase, and roughly the same percentage
(71%) share their service experiences with friends or on social media.
Experiences, whether positive or negative, leave their mark on the image of every
business/organization.

• The person behind the service makes the difference.
Directness (54%), politeness (42%), and training (40%) are the key
factors that transform a simple transaction into a relationship of trust. Conversely,
delays (58%), indifference (48%), and irresponsibility (48%)
weaken the connection and reduce loyalty.

• The digital environment is the new “front line” of experience.
Online service now plays an equal role to physical service. Customers seek
a human connection behind the screen with speed, transparency, and consistency.

• Experience is a strategic investment — not just an operation.
Positive service is not a matter of luck, but of culture. In the new hybrid
environment of physical and digital contact, consistency, responsibility, and
humanity are no longer “expectations,” but the core of trust and
substantial differentiation.

See the whole presentation of the “CX Stories” A wave 2025 here

Game of Money Festival 2025

Focus Bari as Research Sponsor

With remarkable success and thousands from the business community in attendance, the Game of Money Festival 2025 took place for the second consecutive year on 15–16 November at the Athens Conservatory. Focus Bari once again served as Research Sponsor, delivering two nationwide studies focused on:

  1. A) The position of the modern Greek woman in society, the family, and the workplace
  2. B) How personal finances and money influence and shape a couple’s relationship

Xenia Kourtoglou contributed with the presentation and commentary of both studies through two stage appearances at GOM 2025:

  1. A) As a panelist in the discussion “Modern Greek Women: From Housework to Fintech”, exploring ways and approaches through which women’s roles can evolve across all environments—highlighting the importance of their own choices and personal development.
  1. B) In a firechat with Agapi Kalogirou, Relationships & Femininity Coach, concluding that while finances are indeed connected to a couple’s life, they cannot undermine the relationship—provided that the relationship itself is grounded in trust and shared responsibility.

See the presentation “Greek Women : From Cleaning to Fintech” here

See the presentation “Cohabitation or Contract? Finances and the Couples’ Relationship” here

16th DIY & Home Improvement Conference

Focus Bari Keynote Speech

With the participation of representatives from all businesses involved in DIY and home renovation, the 16th DIY & Home Improvement Conference was held at the Benaki Museum on November 12th, 2025.

Xenia Kourtoglou of Focus Bari presented Greeks’ relationship with their homes and property, sharing insights on the profile of Greek households, the age of Greek residences, and the overall investment in home renovations—tracking the evolution of the entire market.

A particularly noteworthy trend is the increasing inclination of Greeks to renovate properties in order to offer them for short-term or long-term rental, demonstrating that this type of investment yields solid returns.

 

See  Xenia Kourtoglou’s full presentation here

The Smile of the Child celebrates its 30th birthday

Focus Bari – Research Sponsor of “The Smile of the Child” since 2017

With a remarkable turnout from the media, political and business leaders, state and institutional bodies, volunteers, partners, and friends, The Smile of the Child celebrated its 30th anniversary in Greece with a magnificent ceremony at the Athens Conservatory.  It all began with a 10-year-old boy, Andreas Giannopoulos, who—before losing his life—expressed one heartfelt wish: for all children in the world to be healthy and to smile. Faithful to fulfilling his son’s wish, his father, Kostas Giannopoulos, founded The Smile of the Child in 1995. Since then, the organization has helped millions of children in need and has developed leading services for child protection, healthcare, care provision and support—impacting not only children but society at large.

Focus Bari has proudly served as the research sponsor of The Smile of the Child since 2017, having conducted 14 quantitative and qualitative studies exploring the perceptions, attitudes, image, and intentions of the Greek public toward this invaluable organization.  Xenia Kourtoglou of Focus Bari presented longitudinal findings that highlight the public’s deep affection and steadfast support for The Smile of the Child, along with heartfelt wishes for continued success and many more years of meaningful impact.

 

See Xenia Kourtoglou’s presentation here

«Greece in the era of digital maturity with 5G as the catalyst»

– The new special edition of Focus on Tech Life Tips by Focus Bari –

According to the new edition of Focus on Tech Life by Focus Bari, which has been conducted nationwide since 1995, in combination with data from YouGov profiles that monitor public trends in relation to the use of technology, the following observations can be made:

More than two out of three Greeks say that 5G significantly improves their digital everyday life, implying speed, reliability, and new possibilities.

The internet is now an integral part of everyday life, with citizens actively participating in every corner of the country — from news and entertainment to shopping and communication.

• The public shows the greatest interest in gastronomy, entertainment, and health, turning the internet into a mirror and an aid to their interests.

• Online shopping has become a way of life — 7 out of 10 Greeks have made online purchases in the last 6 months, confirming an explosive increase compared to 2019.

Younger people and women are setting the pace of social networking, making social media the ultimate space for expression, information, and influence.

See the whole survey presentation here

Focus Bari at the IRIS Fall Meeting 2025 in Mexico City

Focus Bari at the IRIS Fall Meeting 2025 in Mexico City

From 16–19 October, IRIS partners from around the world gathered in Mexico City for the annual Fall Meeting, expertly hosted by Lexia, the IRIS member for Mexico.

Valeria Tsamis and Katerina Moschandreou represented Focus Bari at the event. The meeting included an immersive workshop on anthropology and ethnology, as well as two full conference days featuring inspiring presentations on AI applications in researchinnovative methodologies, and agency growth strategies.

Katerina also delivered a well-received presentation titled “KYKLOI – How a purposeful initiative comes to life”, sharing insights into how meaningful initiatives can be designed and activated with impact.

It was an energizing and insightful gathering that reinforced the power of knowledge sharing and global collaboration within the IRIS network.

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