Nick Glimsdahl on The Heart of Service - A Book that lets you walk in the shoes of a CX leader in the trenches

Be Customer Led

Today's episode features Nick Glimsdahl, a contact center strategist and podcast host, for a deep dive into the evolving role of AI in customer experience. Nick, recognized as one of ICMI's top 25 thought leaders of 2025 and author of "The Heart of Service", shares his unique perspective on blending empathy with technology.

The conversation delves into real-world challenges in contact centers and explores practical AI applications, such as agent summarization and real-time voice translation. Nick advocates for a human-first approach, emphasizing the importance of solving real problems, gaining team buy-in, and bridging the "Go-Live Gap."

Tune in and discover how to integrate AI without sacrificing the human touch!

[01:39] Nick's Journey and Perspectives on AI

[03:53] Motivation Behind "The Heart of Service"

[07:11] Choosing a Parable Format for the Book

[09:33] Character Inspiration and Real-World Experiences

[11:42] Human-Centric Approach to AI

[15:23] Practical AI Applications in Contact Centers

[19:31] Building Buy-In and Overcoming Skepticism

[23:00] Addressing the Go-Live Gap

Connect with Nick:

LinkedIn: linkedin.com/in/nickglimsdahl/

Website: press1fornick.com/