Klarna replaced 700 customer service agents with AI.
Claimed it was a revolution.
One year later — their CEO said publicly:
"We went too far. We focused too much on efficiency and cost.
The result was lower quality."
They are now rehiring humans.
At the same time — Trade Republic invested a double-digit million amount
in 1,000 real human agents. 24/7. Eight languages.
And a Customer Council where real customers meet management.
Same industry. Same moment. Opposite decisions.
The difference between them is Human Experience Design.
Three Companies. One Lesson.
🚩 Klarna — The Warning
🚩 Burger King "Patty" — The Mistake
✅ Trade Republic — The Answer
What We Cover in This Episode
- Why the most memorable experiences are created by removing — not adding
- Three things to remove from your customer experience starting today
- The neuroscience behind it: you cannot design human experience from a depleted human
- Automation for efficiency vs. automation designed to free humans for connection
"Luxury is not what you add. It is what you remove — to make space for a genuine human encounter."
Human or Hype? — This Week
AI-first customer service.
Klarna, McDonald's, Taco Bell, Starbucks — all tried it. All recalibrated.
Red Flag / Green Flag — This Week
🚩 Volume metrics — resolution rate, response time — mask quality deterioration.
Klarna's AI performed perfectly on volume. And failed on the interactions that mattered.
✅ Map every interaction: transaction or connection moment?
The Question I Can't Stop Thinking About
→ Free GHX Pressure Test — find out where your experience adds friction instead of removing it:
amelung-partners.com → Free Tools
→ Subscribe on Spotify, Apple Podcasts, or wherever you listen.
→ This podcast grows through people like you.
Forward this episode to one leader who is asking the same questions.
A GM, a founder, a CX director who senses the gap — but can't name it yet.
That forward means more than any ad campaign.
→ Connect with Peggy on LinkedIn: @amelungandpartners
I read every message.
AI is great. But humanity is the driving force.
See you next Tuesday.
— Peggy, your genuine human experience nerd 🎙️
