“Apologies really have these two components to them. So one is that they express empathy. I wish that didn't happen to you. But then there's this other piece that's accepting responsibility or taking responsibility that you were the one who caused that.”

“The shift technique is a trauma responsive technique. And so it's based on the, um, the dynamic of co-regulation of, of nervous system. And so the shift, shift is also an acronym. You spot the signs of traumatic stress or anxiety. You hold a space of empathy for the other person.”

“Those experiments could help boost response rates by two or three points. Do that a few times over, and thousands more people could stay insured.”

“One person's official responsibility… can create a household cyber security checklist and put it in their own personal calendar to get an email notification once a year”

“‘they want private individuals to have the right to sue big tech companies for harms they cause… similar to what is done in negligence already’”