PRODUCTEA with Leah, Growth & Senior Leadership 108: Etie Hertz - Why customer empathy is now the moat
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May 25, 2025 Etie Hertz, CEO of Loris.AI, is an AI innovator who transitioned from law to technology after foreseeing the 2008 financial crisis. He discusses how AI enhances customer service without replacing humans, turning empathy into a strategic advantage. Hertz shares insights on the importance of analyzing all customer interactions, the impending commoditization of chatbots, and how CX leaders can harness data to reshape enterprise decisions. He argues that, moving forward, data-driven AI will redefine power dynamics in the corporate world.
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AI Unlocks Superhuman Customer Insight
- AI empowers humans to analyze all customer conversations at scale, revealing insights no single human could handle.
- This enables more accurate predictions and informed actions beyond previous human capabilities.
Keep AI Models Fresh and Dynamic
- Build AI models that dynamically update with fresh data to avoid stale insights.
- Incorporate feedback loops from human users to continuously improve prediction accuracy.
CX Leaders Gain Executive Influence
- Comprehensive conversation analysis elevates CX leaders by providing rich, unbiased data influencing product and policy decisions.
- This data integration powers collaboration across organizational roles previously siloed.