The Heart of Service: A Blueprint for Human-Centric AI in Customer Service

By Nick Glimsdahl

The Heart of Service: A Blueprint for Human-Centric AI in Customer Service is a business parable and practical playbook rolled into one. Through the lens of a fictional but all-too-familiar company, Carelio, readers follow Chloe Chen-a determined contact center leader-as she faces high volumes, low morale, and the pressure to adopt AI without a clear plan.

Instead of chasing trends, Chloe builds a movement: one grounded in listening to frontline agents, questioning vendor promises, and using AI to strengthen-not replace-human connection. Along the way, she assembles a diverse team, earns executive buy-in, and designs a contact center model that works in the real world.

This isn't a story about robots taking over. It's about what happens when leaders slow down just enough to ask the right questions-before the tech goes live. Each chapter blends narrative with leadership takeaways, practical tools, and "Monday Morning Moves" to help real-world readers take action now.

You'll learn how to:

Spot and avoid the most common AI traps in customer service

Blend automation with empathy across voice, chat, and digital channels

Build a clear business case for AI-one that improves outcomes without killing morale

Lead change that sticks by putting agents and customers at the center

Rebuild trust after failed implementations and tech fatigue

Use practical frameworks like the AI Readiness Assessment, ROI calculator, and transformation checklist

Written by Nick Glimsdahl, host of the Press 1 For Nick podcast and a leading voice in contact center strategy, The Heart of Service reflects decades of real-world lessons-distilled into one engaging story.

Whether you're a customer experience leader, head of operations, or tech exec tasked with "making AI work," this book offers something rare in today's marketplace: honesty, clarity, and a people-first path forward.

• Format: Paperback
• Language: English
• ISBN: B0FH2TQT77
• ISBN13: 9798291466834
• Release Date: August 2025
• Publisher: Independently Published
• Length: 184 Pages
• Weight: 0.48 lbs.
• Dimensions: 0.4" x 5.5" x 8.5"