12% 11% 18% 16% 8% 14% 15% 14% 23% 20% 11% 17% Personalisation Time and Effort Expectation Integrity Resolution Empathy Ability to fulfil Weightage 82% 73% 80% 78% 79% 80% Brands are able to fulfill on the experience requirements by - Managing, meeting and exceeding customer expectations Using individualised attention to drive an emotional connect Minimising customer effort and creating frictionless processes Being trustworthy and engendering trust Turning a poor experience into a great one Understanding of the customerâ€�s circumstances to drive rapport Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey, co - created with EQUiTOR Value Advisory