{"product_id":"the-heart-of-service-a-blueprint-for-human-centric-ai-in-customer-service-9798291466834","title":"The Heart of Service: A Blueprint for Human-Centric AI in Customer Service","description":"\u003cp\u003e • Author(s): Nick Glimsdahl\u003cbr\u003e • Publisher: Independently Published\u003cbr\u003e • Publisher Imprint: Independently Published\u003cbr\u003e • BISAC: Customer Relations\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003ci\u003eThe Heart of Service: A Blueprint for Human-Centric AI in Customer Service\u003c\/i\u003e 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.\u003c\/p\u003e\u003cp\u003eInstead 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.\u003c\/p\u003e\u003cp\u003eThis 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.\u003c\/p\u003e\u003cp\u003e\u003cb\u003eYou'll learn how to: \u003c\/b\u003e\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003e\u003cp\u003eSpot and avoid the most common AI traps in customer service\u003c\/p\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cp\u003eBlend automation with empathy across voice, chat, and digital channels\u003c\/p\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cp\u003eBuild a clear business case for AI-one that improves outcomes without killing morale\u003c\/p\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cp\u003eLead change that sticks by putting agents and customers at the center\u003c\/p\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cp\u003eRebuild trust after failed implementations and tech fatigue\u003c\/p\u003e\u003c\/li\u003e\n\u003cli\u003e\u003cp\u003eUse practical frameworks like the AI Readiness Assessment, ROI calculator, and transformation checklist\u003c\/p\u003e\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003e\u003cbr\u003eWritten by Nick Glimsdahl, host of the \u003ci\u003ePress 1 For Nick\u003c\/i\u003e podcast and a leading voice in contact center strategy, \u003ci\u003eThe Heart of Service\u003c\/i\u003e reflects decades of real-world lessons-distilled into one engaging story.\u003c\/p\u003e\u003cp\u003eWhether 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.\u003c\/p\u003e","brand":"Atlantic Books","offers":[{"title":"Paperback","offer_id":46333972119703,"sku":"9798291466834","price":1351.0,"currency_code":"INR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0666\/3471\/1191\/files\/9798291466834.webp?v=1768671010","url":"https:\/\/atlanticbooks.com\/products\/the-heart-of-service-a-blueprint-for-human-centric-ai-in-customer-service-9798291466834","provider":"Atlantic Books","version":"1.0","type":"link"}