Pope Francis is master of the grand gesture and of the personal encounter. Again and again we have seen his ability to touch and kindle hearts – not least last weekend, when he met Chilean abuse survivors including Juan Carlos Cruz. “He said he was part of the problem,” Cruz told journalists at Wednesday’s press conference. Cruz, along with James Hamilton and José Andres Murillo, welcomed Pope Francis’s apology and said they had “met the friendly face of the Church, completely different from the one we have seen before.”