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Home > Resources > Blog > CAPACITY23 Nashville: agenda, speakers, and your MORE

By Michael Cupps, EVP Strategic Sales NA, ActiveOpChief Product Officer, ActiveOps

ActiveOps Capacity23 Nashville event banner

How do you deliver MORE in your service operations? It’s a question that’s keeping many operations leaders up at night. If that’s you, then you’ll definitely want to come along to Capacity23 Nashville, taking place on 2nd November.

This year, Capacity23 Conference is coming to The Bell Tower, a stunning venue in downtown Nashville that was once a historic church. We’ve lined up a unique group of inspiring guest speakers, panel sessions, and awesome fireside chats aimed at exploring how service operations will transform in the future. On top of that, we’ll be unveiling how our software is evolving to help you deliver MORE in the future. Let’s take a closer look.

Why should I be at Capacity23 Nashville?

You’re trying to do MORE with your operations, but it’s hard to know where to start. In the US, we’re seeing many banks and financial institutions trying to integrate their front- and back-office resources. The goal is to smooth out overstaffing and understaffing caused by peaks and troughs in workload, as well as providing both customers and employees with a better experience.

If you’re on this journey too, you’ve probably already discovered how vital data is to your success. You need data on productivity, workload, and capacity. You need it in real time, and you need it across your entire organization. Unfortunately, many organizations are struggling with data silos and poor data quality.

You’ve got your work cut out for you.

Capacity23 is a chance to see how others are solving these challenges, and to understand how ActiveOps can help you find your MORE, too. Our action-packed day will give you:

  • An idea of how generative AI, coupled with predictive and prescriptive technologies, can overcome data challenges to unlock additional capacity and productivity.
  • Ways to use ActiveOps to find your MORE, whether that’s efficiency, 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.

Plus, it’s a great chance to let off some steam, enjoy great food and networking, and to meet the ActiveOps team and see our product suite up close and personal. And afterwards, we’re hosting a special event for our ActiveOps Awards finalists (but more on that later)..

What’s on the London agenda?

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


Keynote address from Dion Hinchcliffe, VP & Principal Analyst, Constellation Research

Dion Hinchcliffe is an internationally recognized business strategist, bestselling author, enterprise architect, industry analyst and noted keynote speaker. Widely regarded as one of the most influential figures in digital strategy, The Future of Work, and enterprise IT, Dion will be sharing his take on the impact of AI and Human Intelligence for operations leaders like you, and the teams you lead. We’re really excited for you to be here!

Panel discussions

We have two panel discussions taking place at Capacity23. One, moderated by Dion, will discuss how future trends are going to impact service operations, and will include:

  • Kelly Brown, Staff Vice President at Elevance Health
  • Christopher Matz, Service Deliver Ops Lead at Accenture
  • Satish Shenoy, Regional Vice President, Strategic Technology Alliances and Partnerships at SS&C Blue Prism
  • Leighton McCoy, Vice President Gas Distribution at Dominion Energy

The other panel discussion will feature Gerry Purcell, Principal and Managing Director, Canada, at Innovation 360 Group and one of the judging panel for this year’s North American ActiveOps Awards, and a selection of this year’s ActiveOps Awards finalists. They’ll be discussing how they and their teams have had a game-changing impact on their operations.

Fireside chat with Tony Frosina, TD Bank

Leading the servicing teams for Retail Card Services and selected Bankcard operations at TD Bank, Tom will be sharing how his team has been successfully integrating the front and back office to create a flexible workforce and operating model, and the lessons they’ve learned along the way.

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.
  • Driving capacity, productivity, and business impact in Healthcare.
  • Delivering an enterprise-scale workforce performance management strategy in banking.

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. Smart Planning and Smart Skills will be making their debut and we’ll be unveiling a roadmap that promises to keep organizations at the forefront of service operations innovation. We’re talking generative AI support, predictive casework journeys, and more.

Plus, as I mentioned before, after Capacity23 we’ve got a special dinner for our North American ActiveOps Awards finalists. We’ll be revealing the winners of our four award categories, and celebrating the achievements of every one of our nominees who have worked tirelessly to improve their organization’s operations. It promises to be a night to remember!

Register today!  

Capacity23 Nashville is only 6 weeks away, but there’s plenty of time to register here and arrange travel. Places are limited, so don’t wait.

If you’re based in EMEIA or APAC, then you’ll want to know all about Capacity23 London or Capacity23 Melbourne, which take place on 10th and 25th October respectively.

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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