In this episode of Inspiring Voices, our host Christian Zani welcomes Yogi Goyal, IBM’s newly appointed Global Managing Partner and Service Line Leader for AI-First Business Operations. With over 25 years of experience driving large-scale transformations and P&L growth across global markets, Yogi brings unparalleled insight into the evolution of business operations in an AI-powered world.

Yogi dives deep into what “AI-First” means for BPO today, explaining how IBM is redesigning workflows with agentic AI, enabling employees to focus on judgment, creativity, and human-centric work. He shares real-world examples from finance, procurement, HR, and customer operations, illustrating how IBM combines innovation with reliability to deliver transformative results for clients.

Listeners will also gain a personal perspective as Yogi recounts his inspiring journey - from overcoming early challenges in India to leading billion-dollar operations across multiple organizations, and finally joining IBM. He shares the mentors, experiences, and pivotal decisions that shaped his career and offers practical advice for professionals navigating the AI-driven future.

This conversation touches on leadership, talent development, organizational transformation, and the future of work, making it a must-listen for executives, students, and aspiring leaders alike. Tune in to hear how IBM is leading the next wave of business operations innovation and how you can be part of it.

1. [00:54 - 02:02] What does AI First mean for BPO today and how is IBM redefining business operations for global clients?
2. [02:09 – 03:43] Where do you see AI driving the biggest shifts in BPO right now, is it in automation, augmentation, decision-making, or entirely new operating models?
3. [03:44 - 04:47] Can you elaborate on the intersection of IBM with AI Agentic and HR, especially for our audience who may not be familiar with what’s happening in that space?
4. [04:58 - 06:06] With IBM’s decades of global delivery experience and AI accelerating, how do you see IBM repositioning itself within the BPO landscape?
5. [06:11 - 07:55] You’ve led major transformations across GE, Excel, WNS, and now IBM. What patterns are you seeing that make these transformations truly successful?
6. [08:07 -09:17] When building high-performing teams, what qualities do you look for, and what expectations do you have, whether for executives, experienced professionals, or even recent graduates?
7. [09:34 - 10:41] With so much discussion about AI potentially replacing roles, what advice would you give someone worried about their job becoming obsolete  and how can curiosity, eagerness, and a willingness to learn help them navigate this change?
8. [10:42 - 12:08] Is there anything else from a BPO perspective that you’d like to share, anything we haven’t asked that you’d like to highlight for our audience?
9. [12:22 - 16:01] Can you share with our audience a bit about your upbringing and the early experiences that shaped your interest in business and operations?
10. [16:24 - 19:49] From a career perspective, were there experiences or pivotal moments that defined your path, or major decisions that led you to the role you have today?
11. [19:56 - 20:28] Were there mentors or key influencers who helped shape the leadership style you have today?
12. [20:35 – 22:52] Pivoting to your IBM chapter, what was the key factor that excited you to take this next step in your career and life?
13. [23:18 - 25:03] Can you share your experience with our Executive Search and Integration practice, from recruiting through onboarding, and what that process was like for you personally?