The buy-now-pay-later (BNPL) company’s tool, which claims to be on par with human agents regarding customer satisfaction scores, has had 2.3 million conversations.

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According to the company, this is two-thirds of its customer service chats.

The AI tool has also dropped repeat inquiries by 25%, with customers now resolving their errands in less than two minutes compared to 11 mins previously.

Klarna Co-Founder and CEO, Sebastian Siemiatkowski, said: “This AI breakthrough in customer interaction means superior experiences for our customers at better prices, more interesting challenges for our employees, and better returns for our investors.

“We are incredibly excited about this launch, but it also underscores the profound impact on society that AI will have. We want to reemphasise and encourage society and politicians to consider this carefully and believe a considerate, informed and steady stewardship will be critical to navigate through this transformation of our societies.”

The chatbot is available in 23 markets in more than 35 languages, with the firm predicting it will drive a $40 million uplift in profit.

OpenAI COO, Brad Lightcap, added: “Klarna is at the very forefront among our partners in AI adoption and practical application.

“Together we are unlocking the vast potential for AI to boost productivity and improve our day-to-day lives”.

The post Klarna AI chatbot outperforms 700 full-time employees appeared first on Mobile Marketing Magazine.

Monzo Bank has appointed AJ Coyne as its new Vice President of Marketing.

Coyne joins the online bank from buy-now-pay-later platform Klarna, where he was most recently Vice President of Consumer Marketing where he was leading marketing across 35 countries.

He joined Klarna in 2020 as Head of Marketing before being appointed to VP of Global Brand & Creative a year later.

Before this he held the position of Head of Marketing at UNDP and has held senior positions at advertising agencies Ogilvy, McCann and Clemenger BBDO.

In November, Coyne announced his departure from Klarna on LinkedIn, where he described his time at the buy-now-pay-later firm as an “insane journey”.

He said: “After an incredible four years at Klarna, It’s time to move on to the next adventure. What an insane journey. The best word I can use to sum up this experience is grateful.

“Grateful for the opportunity to take on three very different roles and face very different challenges during this time. Grateful for everything I have learned and the impact I’ve been able to make.”

He continued: “Grateful for the unexpected experiences that took me to all corners of the earth, from No. 10 to Paris Hilton’s House. Grateful to all the wonderful partners who have supported us along the way. We demand a lot but couldn’t do it without you. Grateful to Campaign for including me in the Power 100 list of top UK marketers, an honour I’ve received four times at Klarna.”

The post Monzo poaches Klarna Consumer Maketing VP AJ Coyne appeared first on Mobile Marketing Magazine.

The four times oversubscribed funding round comes ahead of the Swedish company’s likely public listing later this year. It included a combination of new and existing investors, though Klarna has not disclosed who they are. Some of Klarna’s current investors include Macy’s, Snoop Dogg, Sequoia Capital, Visa, BlackRock, Ant Group, TCV, and Silver Lake, among others.

Klarna intends to use one per cent of the capital raised for an initiative focusing on key global sustainability challenges. The initiative will launch on April 22’s World Earth Day.

“At Klarna, we solve problems – that is the heart of what we do for both consumers and retailers,” said Sebastian Siemiatkowski, Co-founder and CEO of Klarna. “Consumers want transparent products to help them bank, shop and pay that reflect the way they live their lives, not just outdated traditional models. Each and every one of us at Klarna will continue to work hard on this, but it is also time for us, with our culture of change, disruption and innovation, to focus on tackling bigger, more complex issues. I believe our industry has a responsibility to help in some way solve global sustainability issues and I hope others will join Klarna in our ambition.”

The post Klarna now valued at $31bn after latest funding appeared first on Mobile Marketing Magazine.

Klarna, which enables consumers to ‘buy now, pay later’ on products from a range of retailers, ran a campaign with four influencers in April and May, encouraging people to use Klarna to purchase clothes and beauty products and, in turn, ‘lift their low mood’.

The ASA received a complaint about the campaign from Labour MP Stella Creasy, who argued that the Instagram posts were irresponsible.

Klarna argued that the key theme of the ads “was to take care of one’s self during the COVID-19 lockdown period” and that the focus was on “improving one’s mental health and staying entertained during the lockdown period”.

The four influencers – Bradley Harper, Claire Menary, Aisha Master, and Yasmin Fatollahy – each supported Klarna’s claims, stating their posts focused on how the products could improve mood, rather than shopping with Klarna.

However, the ASA disagreed and deemed that the ads were in breach of rule 1.3 (social responsibility) of the CAP (Committees of Advertising Practice) Code. As such, the ads can no longer appear in their current form and any future advertising “must not irresponsibly encourage the use of Klarna’s deferred payment service, particularly by linking it with lifting or boosting mood”.

The post Klarna irresponsible Instagram influencer campaign banned by UK ad watchdog appeared first on Mobile Marketing Magazine.

eBay brings in new global and UK execs
Julie Loeger has been appointed as Global Chief Growth Officer, while Eve Williams has been named as UK Chief Marketing Officer, at eBay.

In a newly created role, Loeger will report to CEO Jamie Iannone and lead eBay’s global marketing and global customer experience teams. She has more than 30 years of experience and joins eBay from Discover Financial Services, where she played a key role in influencing the companys vision and drove meaningful results through brand management, consumer insights, new account acquisitions, product innovation, and customer experience as Executive Vice President & President of US Cards. Prior to Discover, Loeger held various marketing positions at Anheuser Busch.

“I am excited to join the eBay team in January,” said Loeger. “eBays dedication to customer-centric thinking and commitment to its purpose of creating economic opportunity for all inspires me. Im eager to join the leadership team in paving the path toward the transformational tech-led reimagination.”

Williams will be responsible for all of eBay UK’s marketing activity creating impactful brand campaigns to show the breadth of eBay’s marketplace and championing the 300,000 businesses on the platform who sell to 28m active buyers. She joins from ASOS where, as Global Brand Director, she was responsible for the company’s marketing and customers programmes, creative, content, consumer comms, and social output. Before that, Williams was Managing Director at Cedar Communications.

“Im delighted to be joining eBay at what feels like a hugely pivotal point,” said Williams. “More than ever before, customers are looking for value in their lives and eBay can offer them this every day. Our customers are also more conscious than ever about the opportunity to have a positive impact on the planet through buying and selling pre-loved items. Im excited to work on a brand which can make a real difference to the world, and with a team who care so much about its customers.”

Weissman elevated to SoundCloud CEO
SoundCloud has announced that Michael Weissman will succeed Kerry Trainor as its Chief Executive Officer on 1 January 2021. Trainor will remain a member of the Board of Directors.

Weissman joined the company as Chief Marketing Officer in 2017 before being promoted to his current role of President in 2019. He has been instrumental in expanding SoundCloud as the principal architect of some of the companys key strategic initiatives including its music licensing efforts, its US ad sales partnership with Pandora, and the acquisition and integration of artist services company, Repost Network.

“Im honoured to lead SoundClouds next chapter,” said Weissman. “The company is in one of its most exciting moments in its history, and Im thrilled to work alongside SoundClouds team and Board to lean into our unique position and opportunity in music. Kerry and I have worked together for nearly a decade, and I want to thank him for his vision and leadership to reposition SoundCloud for growth and, personally, for his partnership, friendship, and support for me to take the helm.”

Nielsen names Moldafsky as CMCO
Jamie Moldafsky has joined measurement and data analytics company Nielsen as Chief Marketing and Communications Officer.

Moldafsky was Chief Marketing Officer at Wells Fargo Bank where, for nine years, she was responsible for the full scope of marketing. Prior to Wells Fargo, she held a series of senior marketing, communications, and general management roles at American Express, Charles Schwab, and Whirlpool Corp., where she was General Manager of KitchenAid.

“Im excited to join Nielsen at such a transformative time in the industry,” said Moldafsky. “I look forward to leveraging my past experiences and relationships to help Nielsen achieve its ambitious goals and vision.”

Obaseki recruited to direct on diversity at Integer
The Integer Group, a subsidiary Omnicom Group subsidiary TBWA Worldwide, has appointed Gail Obaseki as Director of Diversity, Equality & Inclusion (DEI). She will lead efforts to evaluate and enhance Integer’s strategies and initiatives, with a focus on recruitment & hiring, inspiration & education, inclusive culture, community & partnership, and inclusive work.

Most recently, Obaseki led diversity and inclusion efforts and employee onboarding, as well as production services, project management, creative resourcing, field marketing management, and studio services, at TracyLocke. She also has previous experience at JWT.

“I am extremely excited to join The Integer Group, as we continue to create an environment in which diversity, equality, and inclusion are not just present but a foundational pillar of who we are and what we do,” said Obaseki. “And where every person of every race, gender identity, orientation, background, and situation feels safe and valued. As a leading commerce agency, we also understand that we have a responsibility to ourselves as well as a responsibility to our clients and our communities, to affect change and to lead with empathy. We are committed to this responsibility and eager to take action.”

FirmDecisions turns to Stroude to lead on operations
James Stroude has been hired as Global Head of Operations at FirmDecisions, a marketing compliance subsidiary of Ebiquity. In the newly created role, he will spearhead excellence and business relationships to benefit FirmDecisions’ clients.

Stroude has spent most of his career with the WPP group, including as Commercial Finance Director at Mindshare, where he initiated, built, and oversaw all commercial relations. Most recently, he led the finance team at WPP Health Practice as UK Chief financial Officer, where he focused on strengthening and simplifying the healthcare agency portfolio.

“Next year will be a huge year for auditing,” commented Stroude. “FirmDecisions will be working to ensure the complexity of a very difficult year is effectively and efficiently untangled. I am looking forward to being a part of the team and supporting clients through this process, while continuing to improve our own services and grow the business worldwide.”

Sanderson to head up Aki creative solutions
Mobile marketing firm Aki Technologies has welcomed David Sanderson as its Head of Creative Solutions. He will manage Aki’s motion graphics and digital media design departments, fuel the company’s innovation roadmap by responding to macro trends, and scale the success of Aki’s Eyeview and personalisation offerings.

Sanderson most recently served as Senior Vice President of Creative Strategy and Operations at Brands Networks, where he spearheaded cross-channel custom creative initiatives. Before that, he was Vice President of Creative Strategy and Operations at Tapad. He also served as Senior Director of Creative Strategy for a decade at Tremor Video.

“Aki believes that marketing should be personalised and conversational, and that one size does not fit all. Aki’s unique methods of discovery and messaging abilities allow the opportunity to speak to people in meaningful ways,” said Sanderson. “Aki originated from a moments sensibility in mobile, and the founders’ thoughtful approach is reflected in their massive success. I couldn’t be more excited about advancing personalization and customized video across an omnichannel ecosystem.”

Alchemists appoints Gregori as programme director
Anna Gregori has been recruited as the first ever Programme Director at marketing advisory partner Alchemists. She will lead Alchemist’s delivery team and manage client consultations, focused on global agency consolidation, internal ways of working and stakeholder alignment.

Gregori will join Alchemists in January 2021 from Virgin Atlantic, where she previously led all channel, product, and joint venture marketing for the airline.

“Having been a customer and seen first-hand the value Alchemist adds and the deep knowledge and expertise of the team, I’m thrilled to get started in the new year,” said Gregori. “From experience, I know marketing leaders have much to deal with on a daily basis, and that having a trusted third-party resource is absolutely invaluable, particularly in the current climate. My goal at Alchemists, as it was at Virgin Atlantic, is to deliver absolute excellence to every single customer – no matter the challenge.”

Moritz to chair Klarna board
Payments provider Klarna has announced Michael Moritz as Chairman of its Board of Directors. Seats on the Board have also been given to Omid R. Kordestani, former Executive Chairman of Twitter; Lise Kaae of Bestseller Group; and Sarah Smith, senior advisor at Goldman Sachs. Current Chairman Jon Kamaluddin and Board member Sarah McPhee will resign.

Moritz is a partner at Sequoia Capital and has served on the Klarna Board since 2010, when Sequoia became one of the company’s earliest investors.

“I am humbled to welcome an exceptional group of executives to the Klarna Board and the longstanding commitment of Sequoia Capital and Sequoia Partner, Michael Moritz, to the company,” said Sebastian Siemiatkowski, CEO and Co-founder of Klarna. “I equally would like to express my thanks to both Jon Kamaluddin and Sarah McPhee for their great collaboration and longstanding commitment to the Board over the past years.”

Sourcepoint adds Sedlak as CRO
John Sedlak has joined Sourcepoint, a privacy compliance platform for the digital marketing ecosystem, as Chief Revenue Officer. He will be responsible for accelerating business growth, expanding the company’s success in Europe, and building on its presence in the US.

Sedlak, who joins following the recent acquisition of Redbud, gained knowledge of data management software and the need for data privacy technology at companies including mParticle, BlueKai (acquired by Oracle), and Adobe. Most recently, as CRO of mParticle, he was responsible for broadening the client base to include larger brands, driving revenue, and the adoption of the company’s customer data platform offering.

“As an advisor to Sourcepoint this year, I’ve witnessed up-close how the company has accelerated its mission to transform and elevate data privacy and compliance for the digital marketing ecosystem,” said Sedlak. “As Sourcepoint continues to develop new technology to better serve its client base, my goal is to build upon and execute against the company’s ambitious growth plans. I look forward to working with the entire team and being part of a business that has already made huge strides to transform the digital marketing ecosystem, where consumer data privacy is paramount.”

Wolf to direct sales in DACH for Cavai
Cavai, a conversational advertising cloud, has expanded into the German market with the opening of an office in Munich and the appointment of Florian Wolf as Sales Director for the DACH region.

Wolf was formerly Senior Sales Manager at Highfivve and Gutefrage.net in Germany. He was also Head of Technology for the DACH region for Tradedoubler.

“I am excited to get started as the German digital advertising market is showing increasing sophistication at all disciplines,” said Wolf. “Cavai’s conversational cloud will enable many companies to supercharge their growth next year and I can’t wait to bring this unique offering to them.”

Kin + Carta selects Turner as data science VP
Cameron Royce Turner has joined digital transformation consultancy Kin + Carta as Vice President of Data Science.

Turner most recently served as CEO of Datorium, while also leading multiple teams to deliver data products to Fortune 500 clients. He is a Venture Studio Advisor at Stanford’s GSS, co-manages the Oxford Angel Fund, and serves as a Venture Partner for Spike Ventures.

“Im excited to join Kin + Cartas global team to address the growing demand for data science and AI systems among its customers,” said Turner. “Kin + Cartas focus on people and business results differentiates it from the current state of AI solutions which put technology and data above the business outcomes they serve. As we move into a post-pandemic reality, the role of data and real-time learning systems has never been more critical to successfully address customer needs.”

Amaize takes charge of strategy at Collins
Collins, a strategy, design, and communications company, has chosen Taamrat Amaize as its Head of Strategy. She will further emphasise the importance of strategic insight in each of the consultancy’s key offerings as well as continue to refine their unique creative process.

In her career, Amaize has worked with Interbrand and Wolff Olins to guide Fortune 500 clients through brand and business transformation. She is Co-founder and Creative Strategy Director for Skill Committee.

“We’re living in a seminal time,” Amaize explained. “‘Brand’ as a marketing concept has never been more simultaneously powerless and powerful. There is a large, vocal and constantly growing subset of audiences that are viscerally allergic to traditional branding. So much feels manufactured and contrived. They distrust companies that will do and say anything just to scale, leaving societal landmines in their wake. So, people now demand that the brands they support contribute and regenerate value rather than extract and exploit it. They want brands to take a real and clear position, make it part of their business and be consistent. So that’s what I’m intent on doing more of at COLLINS – strengthening, growing and scaling our clients’ businesses in a way that can make a real, unignorable impact.”

The post Movers and Shakers: eBay, SoundCloud, Nielsen, Integer, FirmDecisions, and more appeared first on Mobile Marketing Magazine.

Klarnival – which runs from today (20 August) until Sunday 23 August – is showcasing the talents of 20 music acts from across a variety of genres, broadcasting a 20-minute set from each via Instagram and Facebook Live. Alongside the virtual festival, Klarna will be making a donation to the ‘Help Musicians’ charity, which provides help for musicians during times of crisis.

“We are delighted to be working with our merchants and Help Musicians to support the music industry,” said AJ Coyne, Head of Consumer Marketing at Klarna. “Music and festivals are a huge passion point for our audience and they’re gutted that IRL festivals are cancelled for the foreseeable. Klarnival has been developed to give back to both the music industry and Klarna consumers, by providing them with a unique experience, packed with exclusive content, including a fantastic line-up of talented artists directly into their homes.”

Artists performing in the festival include Greg Pearson, who supported Lewis Capaldi on his last international tour; and The Kings Parade, who are known for their Motown soul mixed with melodic pop sounds.

There will also be themed events, competitions, and masterclasses across beauty, fashion, outdoors, and technology from the likes of Morphe, New Look, GoOutdoors, and Comet.  

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The service, called ‘Wavy’, will enable consumers across 31 European markets to transfer Euros and split bills amongst friends and family. Consumers connect their bank accounts or credit cards to Wavy to generate a payment link that can be shared via social media channels or directly to another Wavy user. The person receiving the payment doesn’t have to sign up to Wavy, instead being able to receive their money through a bank account, if they choose.

Wavy is the work of the Cookies team, which joined Klarna at the back end of last year. Cookies had to shut down its own P2P payment app and its team has since been developing Wavy with Klarna.

“We can offer our users the most accessible peer-to-peer payment service in Europe,” said Lamine Cheloufi, previously co-founder of Cookies and now product director at Klarna. “Everybody can use Wavy to transact anywhere, at any time and in real-time. Its the most natural way to share secure money transfers between friends, colleagues & family. The recipient of the payment receives a payment link via any social media channel and can redeem the payment without having to sign up to the service.”

Earlier this year, Klarna acquired German online payment company BillPay, for a reported £60m from UK payday loans company, Wonga.

The post Klarna launches free P2P payment service appeared first on Mobile Marketing Magazine.

Berlin-based BillPay was founded in 2009 by Dr. Nelson Holzner – before being acquired by the UK payday loan company Wonga, in an attempt to shift its focus due to struggles. It has over 140 employees and offers its products and services in Germany, Austria, Switzerland and the Netherlands. It boasts ‘more than 5,000 online shops and millions of customers’ as using its services.

“We are very excited about working together with BillPay and their talented team based in Berlin,” said Michael Rouse, Klarna CCO, in a Medium post. “With our combined skills and expertise, we believe this partnership will allow us to offer more innovative payment services to both merchants and users in order to create a better online shopping experience.”

Sebastian Siemiatkowski, co-founder and CEO of Klarna, added in a statement: “We are excited to be working with BillPay and their talented team in Berlin. By combining our skills and expertise, and leveraging BillPay’s deep market knowledge, product features and consumer offering, we are confident that we can offer even more innovative payment services to our customers.”

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