Cheap money (in the form of loans) has reduced. This means that investors are suddenly putting a lot more pressure on the top. In good companies, this is dealt with by the leadership team. Unfortunately, a lot just let the shit roll downhill.

There is also the issue of compartmentalization. In larger companies, the people dealing with the complaints have little to do with the people who actually need to change things to fix the root cause. This leads to the schizophrenic/sociopathic behaviour we see. The mouth has very little idea what the hands are doing.