Nick Glimsdahl on The Heart of Service and Human-Centered AI
What makes customer service stick as a human experience, even in an era of AI and automation?
Nick Glimsdahl has spent years on the front lines of customer experience and contact center management. He brought those lessons into his book, The Heart of Service.
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Originally aired August 21, 2025 as Episode 149 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
Why some organizations miss the mark even with the latest technology
Keeping service empathetic as automation grows
Why change management feels like an uphill battle, and what helps
Technology serves people
Nick's stories remind us that the point of service is the person on the other end.
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About the guest
Nick Glimsdahl is a customer experience and contact center expert and author of The Heart of Service.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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