{"product_id":"the-heart-of-service-nick-glimsdahl-9798291466834","title":"The Heart of Service: A Blueprint for Human-Centric AI in Customer Service","description":"\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\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Nick Glimsdahl\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9798291466834\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Independently Published\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 08\/04\/2025\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 184\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.48lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 8.50h x 5.50w x 0.39d","brand":"Nick Glimsdahl","offers":[{"title":"Paperback","offer_id":48114050564351,"sku":"9798291466834","price":15.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_c3d50404-b930-4da0-a6e2-dd0e264155df.jpg?v=1769618795","url":"https:\/\/www.whiterainbookhouse.com\/products\/the-heart-of-service-nick-glimsdahl-9798291466834","provider":"WR Book House","version":"1.0","type":"link"}