The 2022 drop for SWE is easy for me to explain, and it's not on these analysts' list of factors (though I'm not an economic quant, I don't know how you could really control for it): In 2017, a tax bill was passed that cut a particular tax incentive in 2022 in an effort to be counted as "revenue neutral" despite being otherwise a massive tax cut overall. The incentive in question was a writeoff for "Research and development". This means that in 2022, it got effectively much more expensive to hire anyone who falls under that category, including developers not directly necessary for the day-to-day function of a business (hell, one might argue they would have counted anyway) and scientists of most kinds. That this hit big firms, which have a higher relative amount of R&D efforts going at a given time, first makes a lot of sense.

For customer service, my explanation is that companies literally do not care about customer service. Automated phone trees, outsourced call centers whose reps have no real power to help a customer, and poorly-made websites have been frustrating people for decades, but businesses never seem to try to compete on doing better at it. It's a cheap win with investors who want to hear about AI initiatives to lay off yet even more of this department, because it doesn't matter if the quality of service declines, there are no market or regulatory forces that are punishing this well enough to ever expect firms to stop breaking it, let alone fix it