In this Forbes feature, customer experience expert Micah Solomon spotlights funeral directors as the "last responders" who carried an extraordinary logistical and emotional burden during the COVID-19 pandemic. Walker Posey of Posey Funeral Directors is featured throughout, speaking to the heart of the profession: putting families first, preserving the meaning and ritual of a service even under restrictions, and using technology like virtual tributes and live-streaming to keep loved ones connected without ever replacing the human touch. It is a moving look at the care and dedication behind funeral service.