Sebastian Siemiatkowski

It means it's going to be the cheap customer service.

It's going to be the one that everyone gets because it's cheap and simple.

But as has always happened historically, like when people started in factories making cheap clothing or cheap furniture, we started appreciating artisan things.

We started appreciating an artisan coffee shop, an artisan furniture that was done by artisans.

So we said the future of VIP experience would be the human connection, the relationship.

And that we genuinely believe.

So we said we need to transform our customer service from thinking about it as like, okay, yes, it's officially just like good customer service.

But to some degree, when I kind of challenged it internally, I said, look, what I've seen has happened is also too much focus on cost.

There's been too much focus on that.

We have to rethink this.

and make customer service into this human part of what Klarna is and make sure that we offer everyone who wants a human connection.

That's going to be what VIP service looks like in the future.

Like, oh, I'm not dealing only with machines.

I'm dealing with a human.

You know, that's what we think, at least.

So that's the message we try to get out.

But you're right, and that's exactly why we started changing.

So one thing that we've done that has worked fantastic for us, and we're rolling this out, we started saying, okay, to your point, if we looked at like these agents that we were hiring previously, even through other companies, we didn't really have a relationship with them.

We don't know who these people were.

Like some of them were great, but it was like, to your point, a mix, right?