I've recently been reading/watching some videos and writings by Robin Diangelo on systemic racism - here's a great starting point: https://www.youtube.com/watch?v=h7mzj0cVL0Q. She also wrote the book "White Fragility".
Thinking about that, I'm just wondering how different it would be if one of those people who mistook the employee for the CEO instead turned to the CEO and said "I'm sorry, please excuse me for the instance of racism I just perpetrated against you, I promise it won't happen again." I realize how outlandish that may sound writing that out, but I'd propose that the fact that it does sound outlandish is the main problem. Everyone in the US was raised in an environment that inculcated certain racial ideas, subconsciously or not. We can't address them if we're so embarrassed by their existence as to pretend they don't exist.
Even within her book she claims that no amount of training will solve the issue, it seems that "White Fragility" is just another way for White people to tamp down the anxiety of race relations in the United States, rather than take any meaningful action towards changing it.
If your goal is to truly understand the Black american experience, it's best to start with actual Black authors. The House That Race Built by Wahneema Lubiano is a great set of essays about race and class structures.
I'll be contrarian and recommend Thomas Sowell's "Black Rednecks and White Liberals" instead.
The term is, somewhat ironically, often applied in a reductionist manner.
Robin DiAngelo explicitly said "Biologically, race isn't real. But socially, race is a very real set of socialized worldviews shaped by segregation and superficial anatomical features. The white experience of both the majority and systemically powerful is one which normalizes a rejection of the existence of our own bias and enables us to ignore the existence of radically different lived experiences."
A bias towards normalizing whiteness and being blissfully ignorant of the lived experience of others is being blamed, not genetics.