81% 77% 83% 81% 81% 81% The segment is able to fulfill on the experience requirements by - 13% 13% 17% 15% 10% 13% 16% 16% 21% 18% 13% 16% Personalisation T ime and Effort Expectation Integrity Resolution Empathy Ability to fulfil W eightage Managing, meeting and exceeding customer expectations Using individualised attention to drive an emotional 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 survey co - created with EQUi T OR V alue Advisory connect