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% 8% 17% 14% 8% 1 0% 18% 12% 25% 19% 1 1% 15% Personalisation T ime and Effort Expectation Integrity Resolution Empathy Ability to fulfil W eightage 67% 73% 74% 68% 67% 72% The segment is able to fulfill on the experience requirements by - Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey co - created with EQUi T OR V alue Advisory