63% 50% 83% 76% 69% 47% 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 Minimsing 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 9% 9% 13% 19% 5% 12% 19% 13% 17% 23% 10% 19% Personalisation T ime and Effort Expectation Integrity Resolution Empathy Ability to fulfil W eightage Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey co - created with EQUi T OR V alue Advisory