The segment is able to fulfill on the experience requirements by - Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey, co - created with EQUiTOR Value Advisory 11% 11% 19% 18% 10% 13% 14% 13% 23% 22% 12% 16% Personalisation Time and Effort Expectation Integrity Resolution Empathy Ability to fulfil Weightage Managing, meeting and exceeding customer expectations Using individualised attention to drive an emotional connect Minimising customer effort and creating frictionless processes Being trustworthy and engendering trust Turning a poor experience into a great one Understanding of the customerâ€�s circumstances to drive rapport 81% 83% 82% 83% 85% 79%