The Heart of Service: A Blueprint for Human-Centric AI in Customer Service 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.

Instead 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.

This 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.

You'll learn how to:

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Spot and avoid the most common AI traps in customer service

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Blend automation with empathy across voice, chat, and digital channels

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Build a clear business case for AI -- one that improves outcomes without killing morale

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Lead change that sticks by putting agents and customers at the center

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Rebuild trust after failed implementations and tech fatigue

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Use practical frameworks like the AI Readiness Assessment, ROI calculator, and transformation checklist

Written by Nick Glimsdahl, host of the Press 1 For Nick podcast and a leading voice in contact center strategy, The Heart of Service reflects decades of real-world lessons -- distilled into one engaging story.

Whether 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.

• We started tracking this book on November 17, 2025.
• This book was $0.00 when we started tracking it.
• The price of this book has changed one time in the past 136 days.
• The current price of this book is $2.99 last checked one day ago.
• This book is currently at its highest price since we started tracking it.

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• Text-to-Speech: Disabled
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• Print Length: 181 Pages
• File Size: 385 KB