The AI Record
We need to rethink this and make customer service a human experience. Everyone who wants a human connection should get it.

Sebastian SiemiatkowskiChief Executive Officer and co-founder · Executive, Klarna

Interview: CX Foundation (specialist customer-experience media and analyst site), CX Foundation (specialist customer-experience media and analyst site), February 17, 2026. Reported by Charlie Mitchell.

Checked against the source [ Grade C ] Said in the last year Klarna: $3.5 billion revenue, FY2025

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Who is speaking

Sebastian Siemiatkowski, Chief Executive Officer and co-founder. Runs the company and signs its earnings releases, so Siemiatkowski knows the numbers; Siemiatkowski is also promoting the company's AI story to investors and press. Role from Klarna's leadership page; career from Wikipedia.

How this was checked

Checked against the source by a first reader, then confirmed independently by a second reader who fetched the source without seeing the first reader's notes (Independent review agent (Claude Sonnet), blind second pass from passage text and citation only, no repository access, 2026-10-31).

Found as a direct quote after “Internally, we've focused too much on cost,” admitted Siemiatkowski: “We need to rethink this and make customer service a human experience. Everyone who wants a human connection should get it.” The words match exactly and the quote is attributed to him.

How to cite this passage

Sebastian Siemiatkowski (Klarna), “CX Foundation (specialist customer-experience media and analyst site)”, CX Foundation (specialist customer-experience media and analyst site), 2026-02-17. https://cxfoundation.com/news/klarna-recruits-customers-as-service-reps Archived at https://the-ai-record.com/passages/klarna-need-rethink-make-customer-service-human-experience-2026

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