The Heart of Service

A Blueprint for Human-Centric AI in Customer Service
By Nick Glimsdahl

About the Book

The Heart of Service is part story, part strategy—and 100% focused on helping customer service leaders get AI right without losing the human element that matters most.

You’ll follow Chloe Chen, a fictional CX leader facing the same challenges many teams face today: rising volumes, low morale, pressure to “modernize,” and a lack of clear direction. Through her story, you’ll learn how to avoid common mistakes, build trust with your frontline, and use AI in a way that actually helps people—agents and customers alike.

Why I Wrote It

After years inside contact centers—watching good people struggle with bad rollouts—I kept seeing the same thing: leaders rushing to adopt AI without a plan, burning out their teams, and missing the point.
The issue wasn’t the tech. The issue was the approach.

This book is my response to that. It’s a field guide disguised as a story, designed to help you take action right away.

What You’ll Learn

  • What causes AI projects to fail—and how to avoid those traps
  • A framework for blending automation and empathy
  • How to build buy-in across skeptical, burned-out teams
  • Metrics that actually reflect value (not just volume)
  • How to close the “Go-Live Gap” between launch and real impact

Who It’s For

  • CX leaders looking for clarity
  • Contact center managers navigating change
  • AI/digital leaders who want real-world context
  • Anyone who cares about service and doesn’t want to lose what makes it human

Speaking & Workshops

I also speak with leadership teams and industry groups on topics from the book—AI adoption, frontline trust, post-go-live planning, and customer lifetime value.

About the Author

Nick Glimsdahl is a contact center strategist, advisor, and podcast host who helps organizations improve customer service without losing sight of their people. He works with CX leaders to bridge the gap between technology and human connection—guiding teams through AI adoption, contact center transformation, and sustainable change.

Nick is also the creator of the Press 1 for Nick podcast, where he interviews industry leaders about what really works in customer experience. His work is grounded in real-world operations, not theory—focused on what’s practical, repeatable, and effective.

He’s consulted for startups, nonprofits, and Fortune 500 companies—and now shares those lessons in The Heart of Service.