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Customer Experience Futurist, Author, Keynote Speaker. I am a leader in customer experience, a keynote speaker and customer experience futurist currently working on my second book with HarperCollins on customer experience.
The two most powerful words to come out of a CEO's mouth can also be the most humbling: "I'm sorry." When done well, corporate apologies can fix a PR disaster and turn around ill will towards a company. However...
