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 individualised attention to drive an emotional connec t 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 8% 16% 15% 16% 7% 15% 10% 21% 19% 21% 10% 19% Personalisation Time and Effort Expectation Integrity Resolution Empathy Ability to fulfil Weightage 76% 74% 78% 80% 79% 71%