81% 77% 81% 80% 79% 81% The segment is able to fulfill on the experience requirements by - Managing, meeting and exceeding customer expectations Using individualised attention to drive an emotional connect Minimising customer e f fort and creating frictionless processes Being trustworthy and engendering trust T urning a poor experience into a great one Understanding of the custome r â€� s circumstances to drive rapport 13% 1 1% 16% 17% 10% 13% 16% 14% 20% 21% 13% 16% Personalisation T ime and Effort Expectation Integrity Resolution Empathy Ability to fulfil W eightage Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey and co - created with EQUi T OR V alue Advisory