A Blueprint for Human-Centric AI in Customer ServiceNick Glimsdahl
Listen with Michael Caine™ and 800 other voices
Length3h 20m
About this audiobook
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.
Nick Glimsdahl helps customer service leaders make smarter decisions about cloud contact centers, AI, and digital transformation. At VDS, he focuses on improving CX, supporting agents, and driving business results. He also hosts the Press 1 For Nick podcast, interviewing executives, authors, and tech leaders on what’s next in service. Known for making complex topics clear, Nick and his team guide companies through platform selection, AI rollout, and long-term support that keeps people first.View all by Nick Glimsdahl
