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

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Manage episode 497466395 series 2809027
Content provided by Bill Staikos. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Bill Staikos or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

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/

  continue reading

51 episodes

Artwork
iconShare
 
Manage episode 497466395 series 2809027
Content provided by Bill Staikos. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Bill Staikos or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

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/

  continue reading

51 episodes

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