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ACTIVEOPS 2024 ANNUAL CONFERENCE

Capacity24: Decision Intelligence with AI inside

Businesses are focusing attention on transformation, digitization, and simplification programs. The need to do more with what you have has never been stronger. Today, operations are in a prime position to lead from the front and drive these three types of change. AI is enabling step changes in capability and empowering operations to make better decisions, faster. We call this Decision Intelligence.

At Capacity24, we’ve focused on the value that Decision Intelligence—with AI inside—delivers for our customers. Hearing their stories, understanding their drivers, and learning about the outcomes they’ve experienced will hopefully inspire visitors to this page. Our Olympic keynote speakers add an extra dimension to understanding the impact of data on performance and how the best decisions are made in the moment.

We hope you enjoy!

 

Data-driven performance and decision-making

The next wave of operations is here: a future that is AI-driven and packed with real-time data.
We explored AI and data-driven decision-making from two perspectives: sports performance and the academic research on the future of operations and operational innovation. 

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Data-driven performance: the importance of data for Great Britain Sevens Rugby Team

With Joe Lydon, Coach for Great Britain Sevens Rugby Team

Joe Lydon’s keynote shared how the GB Sevens Rugby team leverages data to enhance performance and what operations can learn from the importance of data and insights in sports.  

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Data-driven decision-making: the new frontier for service operations

With Prof. Samson, University of Melbourne & Stuart Pugh, ActiveOps

Professor Danny Samson and Stuart shared insights from the University of Melbourne latest research, highlighting AI’s transformative impact on operations, ethical considerations and what leaders can do to take advantage of this new revolution. 

With Special Guests

Olympic swimmers Javier Acevedo, Matt Richards, and Lani Pallister shared their journeys to Paris, highlighting the crucial role of data in a sport where milliseconds can determine the difference between winning gold and missing the podium.

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Javier Acevedo

TRIPPLE OLYMPIC SWIMMER

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Matt Richards

DOUBLE OLYMPIC CHAMPION

MELBOURNE
Lani Pallister

OLYMPIC CHAMPION

ActiveOps Product Showcase

The future of operations is here. We're excited to introduce Opi, your new AI-powered operations virtual coach, along with powerful features like Smart Skills, Executive Insights, and Business Planning. Never miss an SLA with the Early Warning System in CaseworkiQ, and master hybrid working by combining WorkiQ with ControliQ.

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Product Showcase Toronto

PRESENTED BY JENNY CROMER

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Product Showcase London

PRESENTED BY ANIXA HARRISON

MELBOURNE
Product Showcase Melbourne

PRESENTED BY JOURDEN HOWARD

Product Showcase Highlights

No time to watch the full Product Showcase? Watch the highlights that you want below.

With AI inside, what will future ops teams need to look like?

TORONTO

PANEL DISCUSSION

In this panel discussion, Andrea Boyle spoke with Thomas Frosina (TD Bank), Dave Cochrane (FCT), Nanci York-Brar (Scotia Bank) and Robert Crnko (Uber) about how the future of ops requires a change in the make-up and skills, taking the time to drive change with AI and using it as a tool to enhance the workforce, not replace. 

LONDON

PANEL DISCUSSION

In this panel discussion, Damian Barden spoke with Matt Quinn (Microsoft UK), Louise Day (International Underwriting Association of London) and Jodie Langman (Standard Life Ireland) to share their throughs on the team of the future with AI. A fascinating discussion which ultimately came down to bringing people on this transformation journey.

MELBOURNE

PANEL DISCUSSION

In this panel discussion, Martin Hogg spoke with Shraddha Potay (Bendigo and Adelaide Bank), Kristy-Leigh Clark (Land Services SA), and John Adamek (Roboyo Global) who shared their opinions about the future of operations teams with AI. 

MORE Stories

At the heart of ActiveOps is an army of raving fans. Our customers. For every customer, there is a story of MORE. The outcomes achieved, the anecdotal praise, the real savings, and productivity gains. A few of our customers took to the stage at Capacity24 to share their MORE stories with us.

TORONTO

MORE STORY

Driving sustainable benefits

with FCT, TD Bank & National Bank of Canada

Melanie Everett (FCT), Ankit Patel (TD Bank) and Andrew Baerg (National Bank of Canada) sat down with Michael Cooper to discuss about how their operations are driving continuous improvements and transformation. 

TORONTO

MORE STORY

Leveraging AI to drive decision-making

with TD Bank & National Bank of Canada

In this discussion with Patrick Ross, Jenna Tattersall (TD Bank) talked about taking part in the Smart Skills Beta, their experience and early results.  Jasmine Primi (National Bank of Canada) shared about their experience with Smart Planning in ControliQ and using AI to help operations teams create more accurate plans and make faster decisions. 

LONDON

MORE STORY

Driving sustainable benefits

with SS&C, SBV, & Nedbank Insurance

Finalists in the More3 category which recognized those ActiveOps customers who 3+ years in, continue to drive continuous improvement and transformation. Angela Vernes (Nedbank Insurance), Suleiman Asvat (SBV Services) and Gemma Carter (SS&C) and  shared best practices and learnings from their operation’s journeys. 

LONDON

MORE STORY

Turning data to insights to drive operational excellence

with AIB & Xcentuate

Jean Lynch, Head of Customer and Performance in Group Operations at AIB discussed with Dan Carroll (Xcentuate) and Bhavesh Vaghela about using ActiveOps for decision intelligence to drive better decisions across the whole operations and the importance of real time data.

MELBOURNE

MORE STORY

Driving sustainable benefits

with CoreLogic Australia, AIA Shared Services and Bendigo and Adelaide Bank

In this panel discussion James Longstaff spoke to some of the finalists of the More3 Award about driving continuous improvement in operations. Ellena Bianco (CoreLogic Australia). Darryl Neff Jr (AIA Shared Services) and Paul Jamieson (Bendigo and Adelaide) spoke about the journey for their operations and shared best practices and learning.  

MELBOURNE

MORE STORY

Turning data to insights to drive operational excellence

with First Mortgage Services

In this inspiring session Patti Eyers, CEO, First Mortgage Services discussed with Bhavesh Vaghela about the transformation programme First Mortgage Services undergone to become a data-centric organisation by aligning Finance and Operations. Patti shared the drivers and steps the team went through that resulted in better decision making, driving efficiency and better opportunities for people development.  

MELBOURNE

MORE STORY

Driving sustainable benefits

with CoreLogic Australia, AIA Shared Services and Bendigo and Adelaide Bank

In this panel discussion James Longstaff spoke to some of the finalists of the More3 Award about driving continuous improvement in operations. Ellena Bianco (CoreLogic Australia). Darryl Neff Jr (AIA Shared Services) and Paul Jamieson (Bendigo and Adelaide) spoke about the journey for their operations and shared best practices and learning. 

MELBOURNE

MORE STORY

Turning data to insights to drive operational excellence

with First Mortgage Services

In this inspiring session Patti Eyers, CEO, First Mortgage Services discussed with Bhavesh Vaghela about the transformation programme First Mortgage Services undergone to become a data-centric organisation by aligning Finance and Operations. Patti shared the drivers and steps the team went through that resulted in better decision making, driving efficiency and better opportunities for people development. 

LONDON

MORE STORY

Driving sustainable benefits

with SS&C, SBV, & Nedbank Insurance

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LONDON

MORE STORY

Turning data to insights to drive operational excellence

with AIB & Xcentuate

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Ops Game Changers

In our Ops Game Changers podcast, we share real-life stories from remarkable leaders transforming the world of service operations. We invited these ops game changers on the stage at Capacity24 to explore some of their key challenges, and share inspiring stories on how they went about unlocking significant value, adopting best practices, and experiencing some game-changing results.

TORONTO
Jeremy Hulme
CIBC Mellon

FIRESIDE CHAT

A fireside chat with an Ops Game Changer

In this fireside chat with Santosh Joy, Jeremy Hulme shared how CIBC Mellon embarked on a journey to transform customer and employee experience by focusing on operational excellence. 

London
Ben McManus
Fidelity International

FIRESIDE CHAT

A fireside chat with an Ops Game Changer

In this fireside chat with Andy Runkel, Ben shared the key drivers and learnings from a transformation programme focused on becoming more data-centric and enabling better decisions at Fidelity International.

MELBOURNE
Krystal Oliver
Rabobank New Zealand

FIRESIDE CHAT

A fireside chat with an Ops Game Changer

In a fireside chat with Rosalie Spies, Krystal shared insights from Rabobank's simplification strategy, focusing on uniting data across multiple contact centres to drive better decisions, boost efficiency and enhance customer satisfaction.

ActiveOps Capacity24 Awards

The ActiveOps Awards recognise and celebrate our customers who are committed to achieving MORE. The winners were announced at our Awards Gala Dinner. Here are some pictures of the Awards winners and finalists. Congratulations to you all!

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TORONTO
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LONDON
Awards 069
Awards 082 (1)
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Awards 103
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Awards 149
MELBOURNE
academic report

The Future of Financial Services with Operations as a Competitive Advantage – Fast, Efficient and AI-enabled

The future of financial services involves raising operations' status and contribution from its historical role as a back-office cost centre to a dynamic competitive advantage—delivering the speed, accuracy, and efficiency that matter to customers.

Read Prof. Danny Samson and Stuart Pugh's academic report as they explore the past, present and future of operations. 

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Are you an early bird?

Be among the first to register for Capacity25!

We're hard at work planning for Capacity25, the ActiveOps yearly conference for Service Ops professionals in Banking, Insurance, Healthcare, and BPS. If you'd like to attend, please register your interest so we can follow up with further information once available.