[notmyname9173]

Wild speculation: Customer service, support, and other direct interactions are difficult to scale. Large corporations tend to optimize direct-contact positions for cost and speed over quality. This act of endlessly “optimizing staff time” to control costs inevitably ends up with people rushing through things in order to satisfy an unforgiving productivity algorithm. Consolidation/competition displaces local businesses that solve the service problem with higher-cost service offerings, leaving everyone with worse-off except for the beneficial owners of these consolidated behemoths.