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The Heart of Service: A Blueprint for Human-Centric AI in Customer Service by Glimsdahl, Nick

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

by Nick Glimsdahl
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Book cover type: Paperback
  • ISBN13: 9798291466834
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Independently Published
  • Publisher Imprint: Independently Published
  • Publication Date:
  • Pages: 184
  • Original Price: GBP 11.91
  • Language: English
  • Edition: N/A
  • Item Weight: 218 grams
  • BISAC Subject(s): Customer Relations

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.

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