VOIS
2026
Enterprise Growth, Shared Intelligence, Automated DevOps , Strategic Partnership, AI Innovation
Create the future, Experiment, learn fast
VOIS (Vodafone Intelligent Solutions) provides end-to-end professional services in technology and business operations. It’s the largest shared services organisation in the Telco industry and uses that deep market expertise to deliver results for other Telcos and wider industries.
For decades, businesses have treated shared services and outsourcing as a back-office efficiency play, a way to cut costs, standardise processes and keep the lights on. But that mindset is now a liability. In a world where speed and adaptability separate
This month, members of our Vodafone and VOIS leadership teams received a warm welcome and a tour of one of India's E-Vidya schools and Community Learning Centres (CLC).Under our CSR programme, E-Vidya Schools and CLC are part of our vision to build a sustainable digital society that leaves no one behind. The team learnt about the programmes' tremendous impact on the lives of over 60,000 students, 550 Teachers, and 35,000 community members.Let's move the world towards a better, digital future!#VOIS #VOISofChange #WeMoveTheWorld #MoveWithUs
For decades, organisations treated shared services and offshore delivery as back-office efficiency plays, a way to reduce costs and standardise processes. But in a world shaped by AI, speed and constant change, that mindset is no longer enough. That shift in mindset is now playing out at the highest levels of enterprise leadership. At the Financial Times and Infosys executive briefing on Driving AI Innovation for Enterprise Growth, I argued that modern Global Capability Centres (GCCs) must be designed to accelerate the business, not just support it. If a GCC isn't helping an enterprise move faster, learn faster and scale transformation, it isn't adding real value. The conversation between me, Jackie Crockford (VP, Global Business Services, AstraZeneca), Jyothi Menon (SVP People Operations & Business Partner), and Phil Priest (Operations Director, Rolls‑Royce), focused on what growth really means in this new context. At VOIS, that shift starts with clarity on what "growth" really means and is viewed through three lenses: - 'People': ensuring teams are ready for the generational shift driven by AI. - 'Performance': growing across operations, efficiency and value. - 'Place': evolving the organisation itself to thrive in an agentic world, where humans and AI work together seamlessly. Together, these three perspectives provide a practical way to translate ambition into action. AI, in this model, reshapes how work is done across the enterprise, but value is created when AI augments human decision-making rather than replaces it, and preparing people for this shift is central. That belief is shaping how we invest in our people and how we redesign work at scale. Let’s dive deep into each of these lenses.
At VOIS, we are equipping all 34,000 of our people with AI tools to maximise how effectively time, talent, and skills are used at work, enabling teams to work faster, smarter, and more creatively in their day-to-day roles. This is not about automation alone, but about keeping humans firmly in the loop, pairing context, experience and judgement with machine intelligence. Our teams in VOIS are redesigning end-to-end processes through central builds, scaling what works across markets. At the same time, a longer-term focus on agentic reinvention explores outcome-led redesign of the work itself. Across these layers, people grow and, in turn, enable the business to grow. This emphasis on human-led AI echoed across the panel. Phil Priest, Operations Director – Global at Rolls-Royce, reinforced that “keeping the human in the loop is absolutely critical,” while Jyothi Menon, SVP People Operations at BP, highlighted that “humans need to lead the source of truth” as enterprises scale AI across their organisations. But growth doesn't stop at capability; it must also translate into measurable business performance.
Performance is driven through three AI levers: Sell, Use and Manage. AI is used to differentiate products and services and support revenue growth; to restructure the cost base and improve EBITDA performance; and to govern AI safely at scale through AgentOps. As Jackie Crockford, VP Global Business Services at AstraZeneca, noted, "humans need to do the thinking up front -the companies that obsess over governance will get the most out of AI." This governance layer is critical because, without strong guardrails, organisations risk losing control and seeing costs spiral out of control. The goal is not experimentation for its own sake, but AI that delivers measurable, enterprise-level outcomes. Delivering those outcomes consistently requires the right operating model and culture to support them.
The final lens focuses on the operating model and culture needed for an agentic world. VOIS has created an AI + Data Service that brings together Vodafone's AI & Data Centre of Excellence, uniting more than 2,000 specialists and operating across 13 global delivery centres. We operate as one seamless network with a 'develop once, deploy everywhere' mindset. Underpinning this is a culture of Shared Intelligence, the deliberate fusion of hearts, minds and machines where human insight (EQ), deep expertise (IQ) and AI come together to create sustainable impact.
When these elements come together, the impact is tangible, not as "AI for AI's sake", but as a better experience for customers and the people serving them. For example, we've moved beyond traditional customer service to reshape customer operations fundamentally: reducing complexity, clearing years of accumulated tech debt, and rebuilding platforms so teams can keep pace with change. In practice, that has meant faster, safer delivery with: - Testing cycles cut by 40%, so improvements reach customers sooner - Monthly savings from rationalising and simplifying environments - More resilient customer operations, with platform risks reduced by neutralising security vulnerabilities Today, this modernised setup supports more than 11,000 agents serving 33 million subscribers and processing around 200,000 orders a day, helping customers get answers faster, while enabling agents to work with better tools, clearer information, and more confidence in every interaction. And the results speak for themselves. The most effective GCCs are no longer cost centres; they are shared intelligence engines, designed to combine human leadership with AI by design, helping enterprises accelerate, adapt, and grow in an AI-driven world.
Chief Executive Officer, VOIS (Vodafone Intelligent Solutions)
