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Bob Furniss’ most important role in life is that of a father and husband. He and his wife, Susan, have been married 45 years and have two children, two grandsons, and a new granddaughter.
They launched a nonprofit in 2020 honoring their daughter, Keesha. It focuses on educating women aged 25 to 45 on the importance of early detection of breast cancer.
In his most recent book and first memoir, he shares the story of his daughter’s breast cancer journey through his lens as a dad. He also shares life stories and highlights from both Keesha and his son on the life lessons they taught.
Bob is a retired consultant, writer, and speaker who worked with some of the world's top brands. In 2017, ICMI recognized Bob with its Lifetime Achievement Award, given to “a person who embodies the spirit of customer service and has contributed to all aspects of the contact center industry—the people, the organizations, the technology, and the customers.”
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