76% 75% 82% 79% 75% 79% The segment is able to fulfill on the experience requirements by - 1 1% 9% 15% 18% 12% 13% 14% 12% 19% 22% 16% 17% Personalisation T ime and Effort Expectation Integrity Resolution Empathy Prioritisation Ability to fulfil 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 Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX surve y , co - created with EQUi T OR V alue Advisory