In my former life as a contact center manager, I always stated that technology is about how things are done. And the only solid foundation for the how is to challenge assumptions. Indeed, by investigating how customers will be acting in the forth coming years and tweaking your approach. And as stated by Wim (with whom i worked as a contact center manager) that is not about systems. Although it assumes a very systematic approach.
True, yet disappointing
I have to admit though, that I am disappointed with these predictions, because they are true. They show that vendors in the Customer Service arena, are hardly making any progress in understanding and shaping what it is Customer Service managers are trying to get done, now and within the next 2 to 5 years out.