Customer Service in Greece is Entering a New Era: Digital Familiarity and Human Connection Are Shaping the New CX.

-The nationwide survey “Cx Stories: Experience Barometer” by Focus Bari-

Focus Bari’s CX Stories survey is conducted twice a year (in the spring and fall) and is presented in two complementary issues each time, highlighting consumers’ voices, experiences, and expectations.

Specifically, the second issue of “AI & Trends in Customer Service” highlights the factors shaping the present and future of the customer experience in Greece, noting that:

AI as an ally of CX: 3 out of 5 consumers (60%) believe that TN will improve customer service, citing 24/7 availability, prompt responses, and faster problem resolution as key benefits.
What Improves and What Undermines CX: Digital transformation is recognized by more than half of consumers (54%) as a key driver of service improvement, while inaccuracy (51%) and indifference (47%) are the most significant factors that negatively impact the customer experience.
Yes to technology, but not without the human touch: 68% of Greeks say they are familiar with technologies such as chatbots, online tools, and voice AI; however, 64% prefer human interaction when dealing with complex service issues.
CX Champions: The food service industry, technology, and supermarkets paint the most positive picture of the customer experience. At the same time, telecommunications and the food service industry show the greatest fluctuations in consumers’ emotional response.

View the full presentation of the study here