Johnson & Johnson (J&J) Global Services sits at the center of how J&J scales enterprise operations, enabling employees and end-to-end processes through a service model designed to create value, improve experiences, and deliver measurable impact. As enterprise AI moves from experimentation to execution, J&J Global Services plays a critical role in translating emerging technologies into trusted, scalable capabilities for a highly regulated, global workforce.

In Part 1 of this podcast series, Ajay Anand, Senior Vice President, Strategy and Business Services at J&J Global Services, framed AI as a stakeholder-first transformation discipline grounded in data quality and content quality. He described how JAIDA, Johnson & Johnson Artificial Intelligence Digital Assistant, is being scaled across the organization to support more than 138,000 employees by delivering meaningful “time back” for higher-value work.

In Part 2, Anand explored how J&J Global Services balances near-term GenAI execution with early, targeted exploration of agentic AI, emphasizing that change management is essential to sustained adoption. He also outlined why data quality, governance, and accessibility form the foundation of trust in enterprise AI outcomes, reinforced through enterprise councils and a data as a product mindset.

In this final episode, Anand continues the conversation with Kevin Barboza of EY, shifting from the mechanics of scaling GenAI to what comes next. The discussion examines which AI developments matter most for J&J Global Services, why intelligent operations are critical to improving cycle time and decision quality, and how leaders can avoid “tech for tech” by anchoring AI initiatives to outcomes, adoption, governance, and risk minimization.

Intelligent operations as the multiplier for enterprise AI value

When asked what innovations in AI and data excite him most, Anand frames the opportunity through Global Services’ scope: the organization sits at the intersection of employee experience, supplier outcomes, and customer value. In his view, the most compelling developments are those that help Global Services operate faster and smarter, without losing sight of quality and governance.

“Given the breadth and depth of global services, we play a crucial role in amplifying value creation and the overall experience of our customers, suppliers, and employees,” Anand says.

He links this directly to the operational promise of an AI-first digital operating model, one that reduces friction, accelerates execution, and improves decision-making across stakeholder groups.

Anand returns to the non-negotiable that underpins scale which recognizes the vital importance of Global Services in ensuring that data and content quality are essential for with AI journey within J&J. 

Scaling enterprise AI with discipline: Measurable value and traceable impact

For Anand, the road ahead is not simply more AI. It is deliberate expansion across functions and regions, in step with business and technology partners, with a constant emphasis on measurability.

That scaling ambition, however, comes with a clear warning: without prioritization, AI programs drift into scattered pilots and incremental gains. “In all of this, maintaining a clear focus and prioritization will be critical,” he says.

He describes a portfolio approach that elevates transformation over marginal improvements, choosing where to apply AI based on impact, urgency, and confidence in change. Global Services does this by applying AI in high-priority areas that drive transformation rather than gradual impact. 

AI as a capability shift, not “tech for tech” adoption

As the conversation closes, Barboza asks for a final set of lessons for leaders trying to scale AI transformation responsibly. Anand reframes the core question: the goal is not adoption of GenAI, agentic AI, or frontier models as technologies, but an enterprise capability shift around improving effectiveness, experiences and efficiencies that anchor AI adoption to strategic business priorities.  

Leadership sponsorship and the case for AI councils

Anand reiterates a theme he treats as decisive: leadership support. He emphasizes engaging senior leadership early and sustaining C-suite sponsorship as the engine that keeps transformation funded, coordinated, and culturally legitimized.

“We are fortunate to have formed artificial intelligence and data management councils with sponsorship and executive committee level and holistic representation from across J&J,” Anand says.

He also notes that external benchmarking plays a practical role in maintaining sponsorship, using peer examples as a narrative and proof point for executive stakeholders.

Change management as the engine of AI adoption

Anand describes adoption as cultural work, not just rollout work. He stresses change management and communications as mechanisms for inspiring employees, guiding them through uncertainty, and driving real usage, especially when the transformation reshapes roles and workflows.

This approach builds a narrative that emphasizes using AI to assist, augment, and enhance the employee experience by creating a culture of growth that encourages curiosity and provides learning opportunities.

He extends this into practical mechanisms: champions, communities of practice, and storytelling that showcases real value, while recognizing and rewarding early leadership.

Responsible AI governance and risk minimization in regulated enterprises

Anand closes with a reminder that scale must be responsible. Governance, guidelines, guardrails, and cross-functional oversight are not optional, especially for a healthcare company operating under heavy regulation.

External risk minimization is not abstract but rather central to maintaining trust, compliance, and operational integrity. Anand reinforces that the company’s AI capability is within the walls of J&J for Global Services, meaning it can leverage more data and systems while minimizing any external risks and concerns around security, privacy, and compliance. 

Listen to Part 1 here.

Listen to Part 2 here.

CDO Magazine appreciates Ajay Anand for sharing his insights with our global community.