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From “Thanks a lot” to “Sorry”: customer service is changing face and what’s left is how to make the customer feel!

Posted on June 24, 2025June 24, 2025 by focusbari_user

From “Thanks a lot” to “Sorry”: customer service is changing face and what’s left is how to make the customer feel!

New nationwide survey “Customer Experience Stories” by Focus Bari

Focus Bari’s new nationwide survey “CX Stories: authentic customer experiences”, conducted every Spring and Fall, captures authentic customer experiences through real-life incidents. Specifically, in this wave, it is observed:

– Experiences are shared and become conversations: Two out of three Greeks consult reviews before making any purchase. Experiences whether positive or negative – circulate from word of mouth, shaping images and decisions.

– Positive experiences stand out, negative ones are not forgotten: The good service moments were more frequent, more vivid and associated with care, kindness and human contact. In contrast, the negative ones, although present, focused on indifference, delay or rudeness.

– The exceptional experience is not random, it is built and based on 5 pillars: speed, error recovery, exceeding expectations, emotional connection and caring. At the core, understanding the customer and being genuinely caring.

– AI helps, but does not replace: Greeks acknowledge the immediacy and continuous availability it offers, but remain wary when the human factor is absent, especially in complex situations…

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

Digital transition with a focus on people, ethical consistency and transparency: The main demands of Greeks from modern businesses!

Posted on June 10, 2025June 10, 2025 by focusbari_user

New nationwide survey by Focus Bari (issue B):

Focus Bari, in order to capture the current needs of consumers towards the businesses of the future, conducted a survey on behalf of TOTAL BUSINESS entitled: “(Re)Defined: what Greeks expect from the businesses of the future”.

The results of the survey were presented at the conference “The BIG P”, at the Athens Conservatory, with wide participation of businesses and institutions. The findings record the messages consumers send to businesses around seven key pillars of new entrepreneurship. More specifically, in the second issue, they include:

Voice with substance: Citizens want businesses to be active participants in socio-political challenges, free from expediency.
Ethics & Transparency as a prerequisite for trust: Society demands honesty, ethical values and practical social responsibility from the businesses of the future: employment opportunities, inclusion and accountability.
Technology is not enough: Customer experience, employee mental health and inclusion are placed at the heart of business evaluation.
Innovation is a one-way street: Citizens support innovation, while asking to maintain the human touch and support for SMEs.

See the whole survey presentation here

The Greeks demand: Authenticity, Sustainability and Communication – The new triptych for responsible business!

Posted on May 26, 2025June 24, 2025 by focusbari_user

The Greeks demand: Authenticity, Sustainability and Communication – The new triptych for responsible business!

New Pan-Hellenic Survey by Focus Bari:

Focus Bari, in order to capture the current needs of consumers towards the businesses of the future, conducted a survey on behalf of TOTAL BUSINESS entitled: “(Re)Defined: what Greeks expect from the businesses of the future”.

The results of the survey were presented at the conference “The BIG P”, at the Athens Conservatory, with wide participation of businesses and institutions. The findings record the messages of consumers to businesses around 7 key pillars of new entrepreneurship. More specifically, in Volume 1, the following are mentioned:

⦁ Social sensitivity through actions, not words: Greeks are skeptical of business when it comes to social responsibility…

⦁ The planet before profit: 3 out of 4 Greeks put environmental protection first, leaving behind the traditional logic of profitability. Sustainability is the new business must.

⦁ No more greenwashing: citizens are rejecting superficial “green” tactics. They want substance, not a sustainable image for show.

⦁ Together with the new generation, not for them: Businesses of the future owe meaningful intergenerational collaboration, empathy and purpose. Tomorrow’s leadership does not impose – it co-creates!

See the full survey here.

Shipping attracts, the outside attracts – The challenge of the brain drain on the new generation!

Posted on May 8, 2025May 8, 2025 by focusbari_user

New Pan-Hellenic Survey by Focus Bari:

Focus Bari, in order to capture the current career needs in the shipping industry, conducted a Survey in collaboration with the YES FORUM organization on:
“New landscape in shipping: Company expectations and youth ambitions”.The results presented at the 8th Posidonia Sea Tourism Forum’s Conference & Exhibition , in Heraklion, Crete, reveal interesting findings on the attitudes, but also the challenges recorded both on the part of young people and shipping companies.

⦁ Information starts digitally, but it is not enough: Young people turn to online media and academic activities for information, but their career prospects often remain unclear…

⦁ Strong interest and need for guidance: Although the vast majority participate in relevant actions, young people express uncertainty and insecurity, asking for mentoring, practical experience and more targeted and continuous information.

⦁ Potential with prospects – but also shortcomings: Employers consistently identify strengths in digital skills and foreign languages, point out lack of professionalism and soft skills in prospective young employees.

⦁ Connection & empowerment platforms are necessary: The bridge between the young generation and the market goes through meaningful actions , such as mentoring, networking and contact with the reality of the industry – a role effectively embodied by the YES Forum..

See the whole survey presentation here

Xenia Kourtoglou on Customer Experience in the Era of Artificial Intelligence

Posted on April 29, 2025June 24, 2025 by focusbari_user

8th EIEP Workshop in Heraklion, Crete

Xenia Kourtoglou on Customer Experience in the Era of Artificial Intelligence

With great success and strong attendance by business owners and corporate executives, the 8th Conference of the Hellenic Institute of Customer Service was held on April 29, 2025, in Heraklion, Crete, under the auspices of the Chamber of Commerce of Crete. The event began with a welcome address by the Vice President of the HICS and the Chamber, followed by a keynote speech by Xenia Kourtoglou, who delivered an inspiring and highly relevant presentation on Customer Experience in the AI Era. In her talk, Ms. Kourtoglou:

Analyzed the current socio-economic environment in Greece and how it shapes consumer behaviors and expectations.

Highlighted the strategic importance of a positive customer experience for the success of any business—regardless of size or sector.

Presented key findings on Greeks’ relationship with technology and their attitudes toward Artificial Intelligence.

Demonstrated how AI is rapidly transforming public expectations in the field of service and support.

Shared practical advice and actionable tips on how businesses can stand out by continuously improving the value and experience they offer to their customers.

Ms. Kourtoglou’s presentation was a highlight of the event, sparking thought-provoking discussions and inspiring immediate action among attendees.

See the full presentation here

Global Uncertainty in Healthcare Systems: Poor Management and Low Confidence in Most Countries!

Posted on April 28, 2025April 28, 2025 by focusbari_user

International Survey “Global Public Confidence” across 21 Countries by the IRIS Network and Focus Bari for Greece

Focus Bari, the official representative of the international IRIS (International Research Institutes) network in Greece, participated in a major global survey titled “GLOBAL PUBLIC CONFIDENCE” addressing critical contemporary issues. The survey was designed and carried out under the initiative of the IRIS Network across 21 countries in 2024.
The findings presented in this release — “Global Perceptions and Concerns about Health: Trends and Challenges” — are enriched with Greek data from a related study conducted by Focus Bari on behalf of Applia, and they reveal:

⦁ Healthcare Systems in Crisis: Globally, only 4 in 10 citizens express satisfaction with the healthcare services in their country. Greece ranks among the countries with the highest levels of dissatisfaction.

⦁ Poor Governance as the Main Cause: To 60% of citizens worldwide attribute healthcare system problems primarily to ineffective management rather than to a lack of resources.

⦁ Skepticism and Lack of Trust: Many countries show significant reservations regarding trust in government healthcare management and the protection of vulnerable groups. Greece is among the countries with the lowest levels of public trust.

⦁ Mental Health a Top Priority for Greeks: For Greek citizens, mental health is a top concern, with pressure for productivity cited as the main barrier to successfully meeting professional demands.

See the whole survey presentation here

2nd DIY Traditional Stores Conference & Exhibition

Posted on April 28, 2025June 24, 2025 by focusbari_user

2nd DIY Traditional Stores Conference & Exhibition

Xenia Kourtoglou as Keynote Speaker, highlighting the Power of Customer Experience

On April 28, the 2nd Conference of DIY Stores & Exhibition of Tools and Building Materials was successfully held at the Technopolis City of Athens. Organized by Karydakis Media, the event has already become the annual gathering for the traditional home and garden market. Once again, the event brought together the full spectrum of the industry: from hardware and ironmongery stores to nurseries, agricultural products, paints, tools, and home & garden improvement equipment.

The Keynote Speaker of the Conference was Xenia Kourtoglou, Founder of Focus Bari and Resilience Expert, who passionately spoke about the critical role of Customer Experience in the sustainability and success of any business—especially in today’s highly demanding market environment. In her speech, she:

Presented timely insights into the attitudes and needs of today’s Greek consumers.
Highlighted how a human-centered approach and authentic connection with customers build loyalty and strengthen brand reputation.
Shared practical tips and actionable strategies that can make a real difference for small and medium-sized businesses—even with limited resources.

See the full presentation here

Xenia Kourtoglou as Keynote Speaker on Greeks and Real Estate

Posted on April 10, 2025June 24, 2025 by focusbari_user

2nd Real Estate Market Round Table

Xenia Kourtoglou as Keynote Speaker on Greeks and Real Estate

The 2nd Real Estate Market Round Table was successfully held on Thursday, April 10, 2025, at the Eugenides Foundation, firmly establishing itself as a key annual event for the Greek real estate sector. The conference brought together top professionals from the field, decision-makers, investors, and stakeholders from various sectors of the economy. A highlight of this year’s event was the exclusive nationwide research presented by Focus Bari, titled: “Greeks & the Property Market: Real Estate – Investment, Necessity, Dream or Burden?”

The research was presented by Xenia Kourtoglou, Founder of Focus Bari and internationally recognized expert in Mental Resilience and Leadership Development. As the event’s Keynote Speaker, she offered a fresh and insightful perspective on how Greeks perceive and manage their real estate assets in an era of rapid change. Based on a sample of over 1,000 respondents from across Greece, the research results sparked meaningful dialogue and reflection. Xenia Kourtoglou’s approach highlighted not only the statistical trends but also the emotional and cultural dimensions of the topic, resonating strongly with the audience. Her presentation explored key questions such as:

What is the current rate of property ownership in Greece?
How many owners actively utilize their real estate?
What role does the emotional and financial value of a property play?
Is real estate today a smart investment or a management burden?

View the full research presentation here

Xenia Kourtoglou as Keynote Speaker at PET CONGRESS 2025 at OTE Academy

Posted on April 5, 2025June 12, 2025 by focusbari_user

PET CONGRESS OTE ACADEMY

Xenia Kourtoglou as Keynote Speaker at PET CONGRESS 2025 at OTE Academy

With the participation of representatives from all sectors related to pets, PET CONGRESS 2025 was successfully held at the OTE Academy, attracting the interest of professionals and pet lovers alike. Xenia Kourtoglou, truly “walking the talk,” took the stage accompanied by her beloved little Kokoni, Litsa, and presented findings from an exclusive study that highlights the unique bond Greeks share with their pets — a relationship filled with love, devotion, and care, often described as the “only form of unconditional love.”

According to the research, the vast majority of Greeks have a long-standing connection with a dog or cat, whom they care for with the same tenderness and attention one would offer to a child. This connection goes beyond companionship — it reflects a deep emotional and existential bond, reminding us daily of what true loyalty and affection really mean.

See Xenia Kourtoglou’s presentation here

Xenia Kourtoglou Keynote Speaker at the BNI Panhellenic Conference

Posted on March 28, 2025June 24, 2025 by focusbari_user

28 March 2025 | BNI GOALS SUMMIT 2025

Xenia Kourtoglou Keynote Speaker at the BNI Panhellenic Conference

With remarkable success and an inspiring turnout of entrepreneurs from all over Greece, the National GOALS SUMMIT of BNI—the world’s largest business networking organization—was held at the Divani Caravel Hotel in Athens. Xenia Kourtoglou, founder of Focus Bari, renowned coach and top expert in Mental Resilience, was honored to participate as a Keynote Speaker, sharing her original and deeply human approach to goal-setting and achievement—both personal and professional.

Drawing from her 35+ years of experience in behavioral research and human development, Xenia offered a simple yet powerful roadmap to help participants overcome daily challenges, internal fears, and external pressures—while staying focused, motivated, and mentally strong in an ever-demanding business world. Her keynote captivated an audience of 200+ professionals, leaving a lasting impression and providing a fresh, empowering perspective on success through emotional strength and clarity.

Access the full presentation material here