Ep: 8 - “The Ensh!ttification of Everything: Why Customer Service Still Sucks”

In this episode of Your Call is Very Important to Us, hosts Tom Brannen and Vic Cooper tackle the concept of “enshittification,” a term popularized by author Cory Doctorow to describe the gradual decline in quality of products and services as companies prioritize profits over user experience. From the challenges of modern customer service to frustrating experiences with companies like Amazon, Uber, and T-Mobile, Tom and Vic break down how enshittification is impacting our everyday lives.

The duo dives into examples of hidden costs, deteriorating customer support, and sneaky monetization strategies that leave consumers feeling shortchanged. They also explore potential solutions, including the role of AI in improving service and the importance of competition in preventing monopolistic behavior.

This thought-provoking episode mixes humor, personal anecdotes, and sharp insights to shine a light on the growing pains of today’s digital economy—and what we can do to make it better.

Tune in for a lively discussion filled with relatable stories and actionable ideas for pushing back against enshittification!

Thanks for listening!

Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info.

Email – [e-mail]

Web – yourcallis.com

Show Hosts:

Tom Brannen – Industry Analyst – OnConvergence

Web: onconvergence.com

Twitter: @tbrannen

LinkedIn: https://www.linkedin.com/in/tbrannen/

Vic Cooper – Independent Consultant – Inteletry

Web: https://www.inteletry.com

Twitter: @VicACooper

LindedIn: https://www.linkedin.com/in/vicacooper/