NOVEMBER 2 2023, THE BELL TOWER, NASHVILLE
9:00 - 9:30
Breakfast & Registrations
9:30 - 9:45
Capacity23 Welcome & Introduction
Michael Cupps EVP Growth North America, ActiveOps
Richard Jeffery Chief Executive Officer, ActiveOps
9:45 - 10:15
Keynote: Future trends – exploring the impact of technology, data, and work that will shape our future landscape
Dion Hinchcliffe VP & Principal Analyst, Constellation Research
10:15 - 10:45
Panel discussion: What will the impact of future trends mean for service operations?
Moderator - Dion Hinchcliffe VP & Principal Analyst, Constellation Research
Kelly Brown Staff Vice President, Elevance Health
Christopher Matz Service Delivery Ops Lead, Accenture
Satish Shenoy Regional Vice President, Strategic Technology Alliances & Partnerships, SS&C Blue Prism
Leighton McCoy Vice President Gas Distribution, Dominion Energy
10:45 - 11:15
Coffee break
11:15 - 12:30
ActiveOps Product strategy: Driving MORE capacity, productivity and business impact through AI, data and human intelligence. What's new in ControliQ, CaseworkiQ and WorkiQ
Stuart Pugh Chief Product Officer, ActiveOps
Phil Moody Product Director, ActiveOps
Jenny Cromer Customer Success Operations Manager, ActiveOps
Patrick Ross Client Relationship Manager, ActiveOps
12:30 - 13:30
Lunch + Product Labs
13:30 - 14:00
Fireside chat: Ops Game Changers – Building a fully flexible workforce and operating model by connecting front and back office
Tom Frosina Head of Retail Card Services, TD Bank
Santosh Joy EVP of Operations, North America, ActiveOps
14:00 - 14:30
Panel discussion: Getting started with AI in Service Operations
Moderator - Gerry Purcell Principal & Managing Director, Canada, Innovation 360 Group
Julie House Associate Director, Humana
Jeremiah Jeschke Founder & CEO, OfficeAutomata
Dr. Rajaram Natarajan SVP Client Services, Sagility
Matt Scott Director Implementation Consulting and Partnerships, SS&C Technologies
14:30 - 15:00
MORE story: Driving capacity, productivity and business impact in Healthcare
Greg Gowern Senior Director WFM, Elevance Health
15:00 - 15:30
Coffee break + Product Labs
15:30 - 16:00
MORE story: Delivering an Enterprise scale Workforce Performance Management strategy in Banking
Jennifer Brown Sr. Manager Business & Workforce Performance Management COE | Shared Services Enablement, TD Bank
16:00 - 16:50
Panel discussion: What's your MORE? Game-changing impact from the ActiveOps Awards finalists
Gerry Purcell Principal & Managing Director, Canada, Innovation 360 Group
Joy Santosh EVP Head of Operations North America, ActiveOps
Jasmine Primi Senior Advisor Capacity Management & Business Intelligence, National Bank of Canada
Kelli Doherty Executive Director, Elevance Health
Tom Frosina Head of Retail Card Services, TD Bank
Melissa Gagnon VP, Business Transformation and Process Excellence, TD Bank
Kelly Brown Staff Vice President, Elevance Health
Ashley Porter Process Improvement Analyst, Humana
16:50 - 17:00
Conference close
Richard Jeffery Chief Executive Officer, ActiveOps
