The Heart of Service isn’t just another business book—it’s a playbook for leaders who want AI to strengthen, not replace, human connection. Through the story of Chloe Chen, a contact center leader facing rising volumes, low morale, and vendor pressure, listeners learn how to push past the hype, listen to frontline teams, and design a customer experience that actually works. Each chapter blends a relatable narrative with practical tools leaders can use right away to build trust, improve outcomes, and keep people at the center of their strategy.

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