10% 12% 13% 15% 9% 11% 18% 15% 20% 20% 13% 14% Personalisation Time and Effort Expectation Integrity Resolution Empathy Ability to fulfil Weightage The segment is able to fulfill on the experience requirements by - Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey, conducted in collaboration with EQUiTOR Value Advisory Managing, meeting and exceeding customer expectations Using individualized attention to drive an emotionalconnect Minimizing 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 80% 74% 72% 61% 78% 60%