83% 79% 82% 81% 83% 86% The segment is able to fulfill on the experience requirements by - 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 12% 10% 22% 18% 1 1% 10% 14% 12% 27% 22% 14% 12% Personalisation T ime and Effort Expectation Integrity Resolution Empathy Ability to fulfil W eightage Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX surve y , co - created with EQUi T OR V alue Advisory connect