79% 73% 70% 71% 78% 77% 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 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 17% 7% 17% 14% 8% 1 1% 22% 9% 24% 20% 1 1% 14% 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