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 12% 5% 14% 17% 8% 16% 16% 6% 18% 20% 11% 22% Personalisation Time and Effort Expectation Integrity Resolution Empathy Ability to fulfil Weightage 73% 73% 85% 78% 83% 75% The segment is able to fulfill on the experience requirements by - Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey, co - created with EQUiTOR Value Advisory