The Heart of Service: A Blueprint for Human-Centric AI in Customer Service is both a story and a playbook. It follows Chloe Chen, a contact center leader facing high volumes, low morale, and AI pressure without a plan. Instead of chasing trends, she builds a people-first movement—listening to agents, questioning vendor promises, and using AI to strengthen, not replace, human connection.
Each chapter blends story and tools like the AI Readiness Assessment, ROI Calculator, and Transformation Checklist. You’ll learn how to blend automation with empathy, avoid common AI traps, and lead lasting change that rebuilds trust.
Written by Nick Glimsdahl, host of Press 1 For Nick, this book offers something rare: a clear, honest, people-first path to making AI work.
