The big question as we move through 2010 may be, "What does the future hold?" But really, the past year will give us a clearer glimpse into the future than any crystal ball possibly could. 2010 is the year of the customer. December 31st, 2009, marked the end of one of the toughest years companies have faced in decades, both in terms of the challenges of a major economic downturn, and a major shift in how companies interact with their customers -- the customers who are increasingly more demanding and can change providers easily.