What really makes customer service stick—not just as a business function, but as a transformative and human-centered experience—even in an era dominated by AI and automation?

That's the burning question I dig into with my guest on this episode of the Delighted Customers podcast. If you've ever wondered why some organizations continually miss the mark (even with technology at their fingertips), or why change management feels like an endless uphill battle, this conversation is for you. More than ever, your customers expect seamless, empathetic experiences—and getting it wrong can cost you not just customers, but also your reputation and bottom line.

You should listen to Nick Glimsdahl because he's not only spent years on the front lines of customer experience and contact center management, but he's also channeled those lessons into his compelling new book, The Heart of Service. Nick brings practical wisdom, powerful stories, and tried-and-true strategies to the table. He knows the pain points, understands the evolution of customer expectations, and knows how to drive meaningful change—while keeping the "heart" front and center.

Here are three pressing questions Nick answers in our conversation:

• What are the hidden challenges (and necessary steps) when trying to transform a broken customer service culture from the inside out?

• How can organizations balance technology, such as AI, with the need to stay truly human and deliver standout customer experiences?

• What are the most common missteps leaders make when implementing new service solutions, and how can you avoid falling into those traps?

Tune in now and find out why your strategy—and your empathy—both matter more than ever. Subscribe to the Delighted Customers podcast on Apple Podcasts or on Spotify, or listen on any of your favorite podcast platforms. Don't miss an episode!

Meet Nick Glimsdahl

Nick Glimsdahl is an industry leader in customer experience and contact center transformation, and the author of the new book, The Heart of Service. With over eight years in the world of contact centers, Nick has witnessed firsthand the rapid evolution—and common pitfalls—of service delivery in both technology-driven and human-driven environments. As a consultant at VDS, he's helped numerous organizations assess, reimagine, and implement successful customer experience strategies by putting people and outcomes first.

Nick is also a seasoned podcaster and storyteller, using his platform and expertise to surface the real, behind-the-scenes challenges frontline teams and leaders face. He's passionate about not only improving customer metrics like retention, employee morale, and NPS, but also championing the human side of service—helping organizations move beyond "marketecture" and truly listen to both customers and employees.

Want to connect with Nick? Find him on LinkedIn.

References from this Episode

• The Heart of Service by Nick Glimsdahl (book)

• VDS (Nick's Consulting Firm)

• Patrick Lencioni - Five Dysfunctions of a Team, Silos, Politics, and Turf Wars

• Kindra Hall - Storytelling Expert

• Salesforce, used as a technology example

Listen and subscribe now on Apple Podcasts and Spotify, or search for "Delighted Customers" on your favorite podcast platform!