Jon Herstein on automation
From Earning the right to automate with Box and RWS Global | Box AI-First Podcast EP 16 · · Box
“Earn the right to automate. So don't use AI for the sake of AI; like anything in business, you have to start with the outcome — what are we trying to achieve, and let's work backwards from that.”
On , Jon Herstein, Chief Customer Officer at BOX INC, spoke about automation during Earning the right to automate with Box and RWS Global | Box AI-First Podcast EP 16 on Box.
About Jon Herstein
Jon Herstein, Chief Customer Officer at Box, hosts the "AI First Podcast," where he has interviewed technology leaders from organizations including Owens Corning, RWS Global, Deloitte, Adobe, Vornado Realty Trust, the American Humane Society, and Movember. In these conversations, Herstein has discussed how enterprises are applying artificial intelligence to streamline operations, improve manufacturing processes, and create cultures of continuous learning. He has also explored topics such as moving from AI pilots to enterprise transformation, the shift toward autonomous AI agents, and the importance of governance and trust in AI deployment. Herstein has also spoken about customer success strategies, emphasizing that customer delight alone is insufficient and must be coupled with delivering measurable business value. He has described Box's approach to measuring customer health, the importance of closing the expectation gap between what customers purchase and what products deliver, and the need for customer success teams to synthesize diverse customer feedback to influence product roadmaps. Herstein has noted that Box focuses on helping customers maximize value from their existing investments rather than primarily worrying about competition.