ServiceBytes, presented by serviceMob

In theory, AI was supposed to shrink Klarna’s contact center footprint. But just like the butterfly effect in chaos theory, small overlooked factors—like upstream process flaws, repeat contact loops, and ownership gaps—triggered larger ripple effects. Instead of sustained efficiency, the move created new challenges and forced Klarna to rebalance with human support. The title is a nod to how even t...

They said the call was recorded for quality… but they didn’t say it was to train someone else’s AI. Say Whaaat!!! In this episode of serviceBytes , we dive into the class-action lawsuit rocking T-Mobile and Dialpad—where customer service calls were allegedly used without consent to fuel an AI model. What does this mean for privacy? For trust? For the future of AI in support? We unpack the legal, e...

The latest ServiceBytes episode tackles a growing crisis in healthcare: the rising rate of claims denials. Did you know that 73% of healthcare providers report an increase in claims denials, up from 42% just two years ago, with some organizations losing upwards of $500,000 annually? In light of recent news surrounding UnitedHealthcare and the intense scrutiny on the insurance industry, this episod...

What happens when two industry giants collapse under the weight of outdated systems, fragmented data, and customer neglect? The DirecTV-Dish merger was more than a bad business deal—it was a warning to companies everywhere. In this episode of ServiceBytes , we dig into the issues to uncover how misaligned priorities and ignored customer experiences can doom even the biggest players. We’re not just...

Buckle up for this episode of ServiceBytes as we dive into the turbulent skies of customer service and Spirit Airlines’ potential bankruptcy. What happens when cost-cutting takes priority over customer care? From water fees to flight cancellations, Spirit’s struggles are a cautionary tale for every business. We explore how neglecting the customer experience can lead to financial freefall, and what...

Welcome back to ServiceBytes ! In this episode, we dive into key findings from KPMG's latest U.S. Customer Experience Report, which reveals a 5% drop in customer satisfaction over the past two years—the lowest levels seen since 2015. As companies grapple with cost-cutting and workforce challenges, customer expectations continue to rise, putting immense pressure on service teams. Join us as we brea...

In this episode, we explore how Venture Capital (VC) is shaping the future of customer service with the rapid adoption of AI and automation. Featuring insights from industry leaders such as McKinsey, Gartner, and Forrester, we dive into the impact of VC-backed innovations on operational efficiency, customer satisfaction, and the growing reliance on automation. We discuss the opportunities, challen...

In this eye-opening episode of ServiceBytes , we dive into the growing challenge of the Franken-stack —the disjointed and disconnected systems that are supposed to drive customer service but instead create chaos. We explore how fragmented tools, data silos, and incompatible platforms lead to increased operational costs, higher customer churn, and missed opportunities for businesses. Backed by insi...

In this episode we unpack the the new initiative from the Whitehouse to help reduce effort for customer service and support. The implications for both businesses and consumers range widely and the opinions well... we have a perspective helping to tie that all together - so lets jump in and see what's happening in Service news!

In this episode we unpack how CSAT can really hinder our abilities to improve customer service and support. Dive in and hear some interesting statistics - like some companies touting high CSAT but still have the same number of complaints ! Even worse the same amount of customer effort!!! McKinsey Consulting says that today, this metric is often inhibiting progress when it comes to creating better...

In this episode we take a review at a recent AirBnB support interaction handled at the CEO level. Dive in and listen as we discuss this support resolution and some of the reviews and comments of those who reviewed this support interaction shared on social media sites.

Welcome to Episode One of ServiceBytes —where we break down the trainwreck that is modern customer service. Ever wonder why your issues never seem to get resolved the first time? Why you’re stuck in an endless loop of “Can I speak to your manager?” In this episode, we’re taking on why customer service is straight-up broken across industries —from telecom to tech, to your favorite apps like Airbnb....