12% 11% 17% 14% 16% 12% 15% 12% 21% 16% 20% 15% Personalisation Time and Effort Expectation Integrity Resolution Empathy Ability to fulfil Weightage 80% 80% 88% 81% 92% 80% The segment is able to fulfill on the experience requirements by - 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 Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey co - created with EQUi T OR V alue Advisory