Harold,

I think your predictions are dead on and likely not to be the case in 2020 but well before. I find now that people are so busy that taking time to sit in a class or at a computer station to take some classes is only a preferred option when it is needed and no other alternative exists. Rather, people are capable and expecting things to be self-service and one-stop whenever possible.

Even now, as I design a learning and performance model for a group that never had anything formal, I find myself gravitating to the self-service support concepts.

Mike