Staring at the departure monitor in JFK airport, I notice my flight has just been delayed another two hours. I am returning—well, trying to return—home after attending Forrester’s Customer Experience Forum held in Manhattan the past two days.  Overall, I enjoyed my time learning how organizations are changing their cultures and corporate missions to be more customer centric.  Despite appreciating the insight from the analysts and leading industry executives—I feel overwhelmed with mixed emotions as I sit in this excessively crowded airport terminal.
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