13% 12% 15% 16% 1 0% 14% 16% 14% 19% 21% 12% 18% 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 - 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 78% 83% 76% 79% 86% 81% Source: ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX surve y , conducted in collaboration with EQUi T OR V alue Advisory