12% 12% 20% 15% 10% 14% 14% 15% 24% 18% 12% 16% Personalisation T ime and Effort Expectation Integrity Resolution Empathy Ability to fulfil W eightage The segment is able to fulfill on the experience requirements by - Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX surve y , conducted in collaboration with EQUi T OR V alue Advisory Managing, meeting and exceeding customer expectations Using individualized attention to drive an emotional connect Minimizing 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 86% 82% 83% 83% 86% 82%