78% 80% 78% 77% 85% 73% The segment is able to fulfill on the experience requirements by - Managing, meeting and exceeding customer expectations Using individualised attention to drive an emotional 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 11% 11% 17% 14% 12% 14% 15% 13% 22% 18% 15% 18% Personalization Time and Effort Expectation Integrity Resolution Empathy Ability to fulfil Weightage Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø CX survey co - created with EQUiTOR Value Advisory