Welcome to ServiceBytes, brought to you by serviceMob—the insights platform redefining customer service. Ever felt trapped in an endless loop of “Can I speak to your manager?” or frustrated by support teams that never solve the root issue? You’re not alone. Each episode, we expose the biggest service opportunities, and reveal why the customer service experience is so valuable to organizations and explore tip of the spear technologies, research, and points of view that are transforming the industry of service and support.
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 tiny cracks in the service model can grow into seismic shifts in outcomes."
23 Jul 2025
Episode 11 - Who's really listening to this call ?!
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, ethical, and experiential risks hiding inside your tech stack—and why customers are waking up to the invisible surveillance economy.
If you're in customer experience, tech, or legal compliance—this is the episode you can't ignore.
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 episode delves into the root causes of these denials, the inefficiencies they reveal, and the ripple effects they create for patients, providers, and the system at large.
Join us as we explore what’s driving this trend, the systemic challenges it highlights, and the actionable steps that can lead to a more transparent and effective healthcare ecosystem. Whether you’re a payer, provider, or patient, this episode sheds light on the changes needed to improve outcomes and reduce frustration for all stakeholders.
Don’t miss this timely and data-driven conversation!
17 Dec 2024
ServiceBytes Episode 9 - Lets Be Direct and Dish it out!
ServiceBytes host(s) extract lessons from the DirecTV-Dish merger to reveal how misaligned priorities and customer neglect can doom even the biggest players and destroy loyalty and revenue.
15 Nov 2024
ServiceBytes Episode 8 - Spirit Airlines & The Rough Landing!
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 companies must do to avoid the same fate. Ready for some smooth take off and some hard truths? Join us for a high-flying discussion!
8 Nov 2024
ServiceBytes Episode 7 - KPMG Excellence in 2024! Who's hot?
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 break down how leading brands are navigating these challenges through smart strategies that combine efficiency, empathy, and unified data. If you're ready to tackle rising customer demands and turn service challenges into opportunities, this episode is packed with insights you won’t want to miss.
25 Oct 2024
ServiceBytes Episode 6 - VC Funding & The AI Butterfly Effect of Service
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, challenges, and blind spots that arise when financial incentives drive innovation. Lets also face it - the massive amount of Dark Data now for service alone is a massive amount of petabytes! Is AI truly improving customer service, or are we losing the human touch in the race for efficiency? Join us for an in-depth look at the future of customer experience in a world driven by technology and VC funding.
18 Oct 2024
ServiceBytes Episode 5 - The Franken Stack!
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 insights from Gartner, Forrester, and McKinsey, we expose the true financial toll of managing multiple service systems, with companies losing as much as 25-30% of their resources due to inefficiencies. Learn how organizations are wasting millions in redundant systems, while poor integration and low-quality data cost U.S. businesses over $3 trillion annually. This episode will change how you think about your tech stack and help you understand why unifying service tools is not just an option—it's a necessity.
14 Oct 2024
ServiceBytes Episode 4 - The Whitehouse | Time is Money Y'all!
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 consistent customer experiences - tune in and hear how enterprises really need to quantify the customer experience in their data!
7 Oct 2024
ServiceBytes Episode 2 - AirBnB Support | Founder Mode
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.
7 Oct 2024
ServiceBytes - The Intro Episode
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. You’ll hear real stories, big problems, and how the current metrics are failing to solve the root cause of customer pain. Ready to hear how we can flip the script and change the game with better solutions? Buckle up, it’s going to be a wild ride!
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