{"id":11378,"date":"2026-09-29T14:16:56","date_gmt":"2026-09-29T11:16:56","guid":{"rendered":"https:\/\/petstoday.gr\/?p=11378"},"modified":"2026-09-29T14:16:56","modified_gmt":"2026-09-29T11:16:56","slug":"customer-experience-how-ai-is-transforming-customer-service-while-people-remain-indispensable","status":"publish","type":"post","link":"https:\/\/petstoday.gr\/en\/customer-experience-how-ai-is-transforming-customer-service-while-people-remain-indispensable\/","title":{"rendered":"Customer Experience: How AI Is Transforming Customer Service, While People Remain Indispensable"},"content":{"rendered":"
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A new nationwide survey by Focus Bari<\/a> highlights the changing landscape of Customer Experience (CX) in Greece. While consumers are increasingly comfortable with digital tools and artificial intelligence, they continue to value human interaction when dealing with complex or sensitive issues. The findings point towards a hybrid model in which technology and people work together.<\/p>\n

According to the survey, 60% of Greeks believe AI will make customer service better and more efficient. Its main perceived benefits are 24\/7 availability (54%), immediate answers (44%) and faster problem resolution (42%). Meanwhile, 68% say they feel fairly or very familiar with tools such as chatbots, online platforms and AI applications. However, 45% report using online tools more frequently, while almost half believe automated service can often create problems, highlighting the need for better-designed digital experiences.<\/p>\n

Human support remains essential when situations become more complicated. Some 64% prefer speaking to a person for complex issues, while 65% accept digital tools for simple questions and routine procedures. Consumers also attribute improvements in customer service primarily to more effective digital services (54%).
\nDespite this progress, high prices (51%), indifference in service (47%), delays in remote areas and long waiting times remain major sources of dissatisfaction. The survey suggests that successful CX strategies must combine efficient technology with human judgement, empathy and personalised support. The future of customer service is therefore not exclusively digital, but complementary and hybrid.<\/p>\n<\/div>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"

A new nationwide survey by Focus Bari highlights the changing landscape of Customer Experience (CX) in Greece. While consumers are increasingly comfortable with digital tools and artificial intelligence, they continue to value human interaction when dealing with complex or sensitive issues. The findings point towards a hybrid model in which…<\/p>","protected":false},"author":2072,"featured_media":11377,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[58],"tags":[],"class_list":["post-11378","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-research-en"],"acf":[],"yoast_head":"\nCustomer Experience: How AI Is Transforming Customer Service, While People Remain Indispensable - Pets Today<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/petstoday.gr\/en\/customer-experience-how-ai-is-transforming-customer-service-while-people-remain-indispensable\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Experience: How AI Is Transforming Customer Service, While People Remain Indispensable - Pets Today\" \/>\n<meta property=\"og:description\" content=\"A new nationwide survey by Focus Bari highlights the changing landscape of Customer Experience (CX) in Greece. 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