Story
Genesys
Johnson and JohnsonJohnson and Johnson Uses Workforce Engagement for Customer Messaging
Johnson and Johnson, a health care organization in the United States, uses Workforce Engagement from Genesys to support product communications for product and growth teams.
A Workforce Engagement rollout at Johnson and Johnson took product communications out of inboxes and into a named queue.
“Health Care work at Johnson and Johnson spans more than one site, even when headquarters sits in the United States.”
“Product and growth teams asked for a shared way to run product communications without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because customer messaging has a clear owner |
| Productivity | Handoffs in product communications sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how product communications actually runs |
Story
Health Care work at Johnson and Johnson spans more than one site, even when headquarters sits in the United States. Customer messaging was splitting across regional habits. Product and growth teams asked for a shared way to run product communications without freezing local judgment.
Genesys (Workforce Engagement) is what they standardized on. Genesys is a contact center and customer experience platform used to route voice, digital, and AI-assisted conversations. Johnson and Johnson uses it as the system of record for customer messaging, with product and growth teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
