I agree with this:
I think improved customer service would mean more enforcement, not less.
So apparently the airline decided the solution to too much carryon baggage was to throw the burden (and blame) on gate agents. Their performance is based on how quickly they get the plane boarded, not how many carryon abusers they catch. Every flight I've been on in years has warned about 2-item carryon limits, yet I've never seen that enforced. Most people I've traveled with take their chances on taking whatever they want and stuffing multiple bags in the overhead. They prefer to chance a free gate-check than pay for checking a bag.
Nothing like that sinking feeling that you're late in the boarding queue, and the space will all be gone.