Wes Herzik

Executive Director, Human Experience, Enterprise AI Transformation & Operations JPMorgan & Chase & Co.

Wes Herzik leads enterprise AI transformation at JPMorgan Chase, having previously directed AI strategy and customer experience at Dell Technologies. He prioritizes the human side of AI, putting capabilities into practice across employee and customer experiences. Wes aligns cross-functional teams on change management, governance, and responsible adoption to deliver measurable business results.

Day One | Monday, 16 March, 2026

3:20 PM KEYNOTE PRESENTATION | Let Automation Do the Heavy Lifting: How to Reclaim Time, Talent & Efficiency by Scaling Employee AI Adoption

Across financial services, brilliant people are still spending far too much time not actually serving customers. Employee-facing AI tools offer a golden opportunity to lift the burden of manual, repetitive work - but productivity doesn’t improve by default. To deliver impact, these tools must be trusted, adopted and scaled.

Join this session to hear how JPMorgan Chase & Co. is approaching employee-facing agentic AI to ensure talent is focused where it creates the greatest CX value.

• How to pinpoint manual processes ripe for automation

• What it takes to scale AI effectively - driving adoption, enabling change management, and how to predict and prepare to overcome early challenges before productivity KPIs and ROI are realized

• How to measure efficiency gains, error reduction, speed improvements and CX impact to demonstrate meaningful ROI

Check out the incredible speaker line-up to see who will be joining Wes.

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