Hello. I’m writing an article on a short deadline for Destination CRM (www.destinationcrm.com). I’m seeking to interview customer service managers, contact center experts, technology professionals, marketing and sales professionals, business faculty, companies, and other subject matter experts for the following story: Identifying the latest customer service/call center trends and technologies. Below is a list of questions I’m seeking answers to for this story. I can only conduct email interviews, whereby you or your suggested sources type up written responses to my questions below that I can use as quotes in my story (that’s also often easier and ensures no accidental misquoting). My deadline for written responses is noon central, Friday, March 6, 2026. Please let me know if you’d like to participate via written responses. Thanks! QUESTIONS 1. How is artificial intelligence fundamentally reshaping customer service and contact center workflows in 2026? 2. What are the most important technological and non-technological trends shaping customer service and contact center strategies this year, and why? 3. How has the definition of "excellent service" evolved since last year, and what do customers now expect as a baseline? 4. With routine tasks now fully automated, how has the "ideal candidate profile" and training for human agents changed? 5. Are traditional metrics like Average Handle Time (AHT) still relevant in 2026, or have new KPIs taken their place? 6. How are companies successfully transitioning their contact centers from "cost centers" into "revenue generators"? 7. What are the biggest hurdles in 2026 for maintaining a seamless "omnichannel" experience across emerging digital platforms? 8. In an era of high automation, how are brands successfully injecting "humanity" and brand personality back into the service journey? 9. How is the physical retail or office environment being integrated into the digital customer service workflow this year? 10. What specific strategies are being used in 2026 to protect customer privacy and data without adding friction to the user experience?Any other tips, thoughts, comments, or ideas on this topic you’d like to add? 11. What is your full name, title, company, and city/state headquarters?