10% 10% 20% 13% 11% 10% 14% 13% 27% 18% 16% 13% Personalisation Time and Effort Expectation Integrity Resolution Empathy Ability to fulfil Weightage 77% 69% 72% 74% 77% 71% 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 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 Source : ÀÖÓ㣨Leyu£©ÌåÓý¹ÙÍø in India CX survey co - created with EQUi T OR V alue Advisory