Bruce Temkin really does a nice job with this list.  He obviously put a lot of thought into it.  It is insightful and thought provoking.

Bruce Temkin's Trends to Monitor in 2013

I think 1-4 and 10 are the best.  My thoughts on them

1.  Surveys are an important line of bearing on the Customer Experience, but their value continues to dwindle as it can be found through other means.  Surveys are valuable in that they provide structure, but they are also closed and can "lead the witness".

2.  Text analytics is a big opportunity.  It is really a subset of "Unfiltered, unstructured customer contact"  All components, not just text, introducea frontier for differentiation.

3.  Predictive Analytics and Big Data.  Many companies just aren't ready for this.  More importantly, there are few solutions out there that really stick out.  Ambiguity + Choice = Decision Paralysis when trying to select a vendor to do this.  My favorites are OpenSpan, ClickFox, and Nexidia.

4.  Anticipatory is becoming a clear differentiator in the service experience.  It is also a confession that our procedures are implicit to the customer.  That said, anticipating, through pre-emptive outbound calls, or segmented call centers is better than doing nothing.

10.  Software is a world of too many choices.  Combine this with tight operational budgets and it is really a dilemma.