The human factor plays a decisive role in customer service, according to the report “Observatory 2025: Consumer Trends in CX”, presented by Foundever, in collaboration with Focus Bari.
Based on the data of the report, for 85% of Greeks, effective problem resolution is a top priority when it comes to customer service. However, despite the digital explosion, 81% of Greeks still pick up the phone first when communicating with customer service. Chatbots are widely used in Greece (87% have tried them), but average satisfaction remains low, at just 4.8 out of 10. 62% of consumers still prefer human interaction. Looking ahead, almost half of Greek consumers (46%) stated that the best customer service lies in a hybrid model, combining artificial intelligence with human service.
As Athanasios Karydis, Country Leader of Foundever in Greece, stated: “At Foundever, we are constantly monitoring the evolving needs of consumers. With our new report, ‘Observatory 2025: Consumer Trends in CX’, we can help businesses in Greece anticipate these changes and design innovative and integrated CX solutions that drive deep engagement and growth. The report’s findings confirm that the future of customer service lies in a hybrid model that combines human interaction with technological excellence. An approach that we have been providing for over three decades and are committed to improving as customer expectations continue to evolve.”
