This episode dives into The Heart of Service, a practical guide to human-centered AI in customer service. Nick explains real stories, change management, measuring AI impact, frontline listening, ethics, and tools leaders can use. Good for CX leaders, managers, and practitioners. About Nick Glimsdahl Nick Glimsdahl is a trusted advisor to customer service leaders navigating the pressure to modernize operations, improve experience, and prove the value of their AI investments. As the host of the Press 1 For Nick podcast, he's interviewed more than 200 CX leaders, authors, and innovators about the future of service. His new book, The Heart of Service: A Blueprint for Human-Centric AI in Customer Service, uses a fictional parable to show what happens when a CX leader stops chasing hype and starts asking the right questions. Nick brings practical experience from years of helping contact centers implement modern solutions—from AI and automation to agent enablement and post-go-live support. His work is grounded in one belief: technology should serve people, not the other way around. Resources VDS: https://www.govds.com Please, hit the follow button and leave your feedback: Apple Podcast: https://www.cxgoalkeeper.com/apple Spotify: https://www.cxgoalkeeper.com/spotify Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ Gregorio Uglioni is a seasoned transformation leader with over 15 years of experience shaping business and digital change, consistently delivering service excellence and measurable impact. As an Associate Partner at Forward, he is recognized for his strategic vision, operational expertise, and ability to drive sustainable growth. A respected keynote speaker and host of the well-known global podcast Business Transformation Pitch with the CX Goalkeeper, Gregorio energizes and inspires organizations worldwide with his customer-centric approach to innovation.