12% 13% 22% 15% 7% 11% 15% 15% 27% 18% 9% 14% Personalisation Time and Effort Expectation Integrity Resolution Empathy Ability to fulfil Weightage 79% 78% 83% 81% 87% 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