CEO
Gorgias
Romain Lapeyre is the co-founder and CEO of Gorgias, the conversational commerce platform for Shopify brands.
He started Gorgias in Paris in 2015 to make support agents’ lives easier. Today, that same focus drives AI Agent, which resolves up to 60% of customer conversations so teams can spend time where it matters.
More than 17,000 ecommerce brands run on Gorgias, including many of Shopify’s largest. Gorgias is Shopify’s only Enterprise Premier Partner for CX. Romain is based in New York, where the company is headquartered.
Sunday Jan 10
9:30am - 10:00am
Exhibitor Big Ideas Stage 1
Automating customer conversations was the first step. The next is a CX operation that learns from those conversations and acts on what it finds.
Today, keeping AI effective takes constant work. Products change, policies shift, and new customer needs expose gaps. Teams spend their time finding issues and fixing workflows. What happens when AI takes on that work itself?
Join a retail leader and the CEO behind the technology for a look at a new operating model for retail CX: AI that spots gaps, puts improvements into action, and brings in the right people when it needs direction. Hear how it changes the team’s day-to-day, where human judgment matters most, and what it takes to trust AI with more responsibility.
