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Are you trying to deliver MORE in your service operations? Whether you’re just starting that journey, or you’re on your way but encountering roadblocks you can’t seem to shift, Capacity23 Conference could be just where you need to be.

Come join us on 25th October for an inspiring day of learning, networking, and all things service operations in the fashionable Metropolis Events in Melbourne. Alongside great views of the city, Capacity23 promises a powerful lineup of great speakers, inspiring panel sessions, and in-depth fireside chats, all exploring how service operations will transform in the future. In this blog, I’m giving you a taste of what you’ll get out of the day, and a sneak peek at our awesome agenda.

What’s Capacity23 about?

You’re trying to do MORE with your operations, but it’s hard to know where to start. For organisations in Australia, New Zealand and nearby, the question is made even harder to answer due to the so-called Great Sacking – job losses that are seen largely as a response to COVID-era hiring trends and the impact of AI and digitisation on work. Operations like yours face having to try and achieve more, but with less resource. To remain agile and protect your operations, data and insights into workload and productivity are going to be essential. But, at the same time, many banks, insurance and healthcare providers are finding that their data isn’t in the best shape.

Capacity23 is about changing that.

It’s a chance to see how others are unlocking MORE for their operations, and to understand how ActiveOps can help you find your MORE, too. To be more specific, throughout the day we’ll be discussing topics including:


  • How generative AI, coupled with predictive and prescriptive technologies, can create additional capacity and productivity.
  • Ways to use ActiveOps to find your MORE, whether that’s productivity, customer satisfaction, employee wellbeing, or something else.
  • Stories from some of the best in the industry about how they have unlocked significant business benefits by transforming their operations with ActiveOps.

You’ll also get a chance to meet the ActiveOps team and see the ActiveOps product suite up close and personal. And, of course, it’s a great chance to kick back a bit, network with your peers, and enjoy great food in a beautiful space.

Finally, if you’re a customer and you’ve entered our ActiveOps Awards, then after the main event wraps up you could be soaking up the glory of winning at our gala dinner (but more on that later).

What’s on the Melbourne agenda?

You can view the full agenda here, but here’s a summary of the highlights:

Keynote address from Jimmy McLoughin, OBE

Jimmy McLoughlin OBE is a podcaster and former special advisor to the Prime Minister on business, technology and entrepreneurship. With his unique experience of the dynamic between industry leaders, entrepreneurs and policy-makers, Jimmy will be talking about the future of work, and how technology and data will impact that. You won’t want to miss this!

Panel discussions

We have two panel discussions taking place at CAPACITY. One, moderated by Jimmy, will explore how future trends are going to impact service operations, and will include Andy Scott, Director of Shared Service Operations at Atos, as well as Dr. Mona Ashok, Associate Professor of Digital Transformation, Henley Business School.

The other panel discussion will feature a selection of this year’s ActiveOps Awards finalists, as well as Marcella Rich, Managing Director – EMEA Legal at Williams Lea, who was a judge for this year’s EMEIA ActiveOps Awards. They’ll be discussing how they and their teams have had a game-changing impact on their operations.

Fireside chat with Nozizwe Tshabuse, Managing Executive: RBB Operations, Nedbank

Nozizwe Tshabuse is a trailblazing business leader, mentor, and keynote speaker, and the Managing Executive: Retail and Business Banking Operations at Nedbank. At Capacity23, Nozizwe will be sharing how she and the team at Nedbank have delivered a truly inspirational transformation project that has enabled Nozizwe to demonstrate the value of operations to the business, putting operations on a par with other departments.

MORE stories

We have a number of our customers speaking in the afternoon about their MORE stories, covering topics they’ve faced including:

  • Driving visibility and control in a complex, case working environment.
  • Building a fully flexible workforce and operating model.
  • Integrating your data flows to drive speed and accuracy.

Bring your questions and come ready to learn about how you can deliver business impact in each of these areas.

ActiveOps product showcase

The world of operations management doesn’t stand still, and neither do we. We’re beyond excited to show you what the future holds for ActiveOps. Decision Intelligence will be making its debut and we’ll be unveiling a roadmap that promises to keep our customers at the forefront of service operations innovation. We’re talking generative AI support, predictive casework journeys, and more.

Plus, as I mentioned before, after the conference we are hosting a special, invitation-only gala dinner for our ActiveOps Awards finalists. It’s a great chance to continue celebrating the achievements of our customers as we dish out the EMEIA ActiveOps Awards over delicious food.

Want in?

There’s still time to register for Capacity23 – just click here to visit the registration page. We can’t wait to see you!

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