Chief Executive Officer, Loris.ai
LinkedIn: [Etie Hertz](http://www.linkedin.com/in/etiehertz)
Location: New York, United States
Executive Summary
Etie Hertz is the Chief Executive Officer of Loris.ai, a conversational AI and analytics platform focused on improving customer experience (CX) through real-time coaching, conversational analytics, and empathy-driven AI solutions. Under Hertz's leadership, Loris has achieved multiple major industry recognitions and expanded its partnerships and technology integrations, positioning itself as a leader in the rapidly evolving CX intelligence sector.
Professional Experience
Loris.ai (2019–Present)
- Title: Chief Executive Officer
- Company Overview:
- Loris.ai provides conversational AI and analytics tools designed to boost CX agent productivity and improve the quality of customer interactions by leveraging advanced AI models for real-time coaching and actionable insights.
- The platform integrates with leading CRM and support solutions including Zendesk, LivePerson, Salesforce, and Twilio.
- Company Headquarters: New York, NY
- Size: 11–50 employees
- Industry: Information Technology, SaaS, Customer Experience Analytics
- Key Achievements & Initiatives:
- Industry Recognition:
- 2024 Gartner Cool New Vendor
- 2024 BIG Innovation Award
- 2024 Globee® Award for Customer Experience Achievement
- Featured as a Leader in the 2025 CMP Research Prism for Customer Analytics
- Business Performance:
- Achieved industry-leading retention metrics and consistently recognized for innovative advancements in CX analytics.
- Raised $12 million in Series A funding, led by Bow Capital with additional investors such as ServiceNow Ventures.
- Product Development & Partnerships:
- Launched the "Ask Loris" AI-powered analytics tool, enabling clients to derive actionable CX insights from large-scale conversational datasets.
- Established significant partnerships (e.g., with Horatio, a CX service provider with 1,500 agents) to scale Loris’ impact in the CX industry.
- Market Impact & Innovation:
- Loris’s platform is noted for analyzing up to 100% of customer conversations, far surpassing traditional sampling methods, thereby creating more robust, bias-resistant, and actionable business intelligence.
- The technology has demonstrated measurable improvements for clients, such as a 14% increase in first reply rate, 25% reduction in average reply time, 18% reduction in average handle time, and up to a 50% increase in CSAT.
- Regularly expands partner ecosystem through rapid integration with major CX platforms.
Prior Experience
- ShopKeep (2015–2019):
- Role: Chief Revenue Officer
- Contribution: Led revenue operations for the cloud-based point-of-sale company, which was later acquired by Lightspeed for $440 million.
- Ronen Real Estate Fund (2009–2015):
- Role: Co-Founder, Chief Investment Officer
- Payment Revolution, LLC (2009–2015):
- Founder and CEO; payments startup scaled to acquisition by a larger software company.
- EQ Capital LLC (2007–2009):
- Co-Founder, Principal
- Goodwin Procter LLP (2005–2007):
- Associate, Private Equity/M&A
- Thelen Reid & Priest (2002–2005):
- Associate, Business & Finance
Education
- MBA, Columbia Business School (2009–2011)
- Juris Doctor, Cardozo School of Law (1999–2002)
- B.S., Finance, Gies College of Business – University of Illinois Urbana-Champaign (1995–1999)
Leadership Approach & Market Perspective
Etie Hertz’s leadership is characterized by a proven ability to identify and capitalize on transformative industry opportunities, particularly at the intersection of technology and customer experience. Known for his data-driven and empathetic approach, Hertz advocates for leveraging AI not as a replacement for human talent but as an augmentation—unlocking “superpowers” for customer service teams and making human empathy scalable at the enterprise level.
Key Thought Leadership:
- AI Empowerment, Not Replacement: Hertz frequently articulates that AI should augment—not eliminate—human work, making complex insight generation and empathy scalable.
- Full Conversation Analysis: Rejects traditional sampling in favor of comprehensive data analysis for more accurate, actionable insight.
- Empathy as Moat: Contends that in a landscape where LLM-based chatbots are becoming commoditized, success lies in the intelligence and empathy layer above—deep routing, context, and proactive support.
- Change Management & Industry Foresight: Recognizes the need for organizational adaptation amid rapid AI change, emphasizing enabling CX leaders to become “data powerbrokers” within enterprises.
Public Recognition and Industry Impact
- Multiple Industry Awards: Loris.ai has been repeatedly recognized for innovation in customer analytics and experience, including Gartner Cool Vendor, Globee Awards, and BIG Innovation Award.
- CX Market Leadership: Loris is regularly featured as a leader in customer analytics by independent research and industry panels.
- Metrics of Excellence: Hertz highlights industry-leading retention, rapid client KPIs improvement, and award-winning product innovation as cornerstones of Loris.ai’s reputation.
- Thought Leadership & Advocacy: Frequently interviewed and featured in industry podcasts, panels, and articles, Hertz is recognized for shaping the conversation on AI’s transformative potential in CX, with special emphasis on empathy and agent empowerment.
Team & Organizational Structure
- Key Executives:
- Ron Schwartz, CTO
- Or Shatzman, HR & Operations
- Seth Levine, Lead Machine Learning Scientist
- Ciaran P. Doyle, Marketing
- Don Alderson, Senior Customer Experience Manager
- Office Location: New York headquarters, small and agile team (11–50 employees).
Additional Insights
- Product/Market Integration: Loris.ai is tightly integrated with leading CX platforms, facilitating rapid onboarding and impact for enterprise customers.
- Technical Vision: Hertz's dual background in law, finance, and product-led tech management provides Loris with a unique perspective on regulatory compliance, risk, and value creation in AI-powered SaaS.
- Funding & Growth: Recent $12M Series A investment supports further product innovation and go-to-market expansion.
Contact and External Links
- [LinkedIn: Etie Hertz](http://www.linkedin.com/in/etiehertz)
- [Loris.ai Company Profile](https://www.loris.ai/)
In summary, Etie Hertz is a seasoned executive with cross-disciplinary experience, recognized for driving innovation in conversational AI and customer experience analytics. Under his leadership, Loris.ai has demonstrated measurable client impact, rapid growth, and industry leadership, particularly in leveraging AI for empathetic, scalable, and efficient customer service operations.
