AO on Air

Be inspired to transform your service operations team and deliver more. A jam-packed day with panels, a product showcase, fire-side chats, and stories from inspiring speakers. www.actieops.com

In service operations, one thing is certain – workloads fluctuate. As an operations leader, it’s your job to make the unpredictable…predictable. In this edition of AO on Air, our host Michael Cupps is joined by Elliott Tiernan, Product Director at ActiveOps to discuss the challenges operations leaders face when planning and managing service levels, and how over-servicing can be as costly as not hi...

Over 50 million people at US companies quit their job in 2022, known as the ‘Great Resignation’ or ‘Great Reshuffling’, causing high strain and risk for Ops teams in banking, insurance and healthcare. So, what can Ops managers do now as this trend is predicted to continue during 2023. In this episode of AO on Air, our host Michael Cupps is joined by Mark Alpern, President & Co-Founder at Cinar...

How well are your operations being run? No two businesses operate in exactly the same way – with different customers, channels, technology and compliance rules across different sectors and regions. So, how can you measure your performance fairly and find benchmarking data you can trust? In this episode of AO on Air, watch Michael Cupps, Stuart Pugh and Bhavesh Vaghela from ActiveOps delve into the...

For every Operations leader, trying to understand how work gets done, how long it takes and how many people you need to do that work, are some of the trickiest questions you may ever need to answer. In this episode of AO on Air, we welcome Elle Bianco, an Operations specialist from CoreLogic. Elle talks about the difference ActiveOps has made on the way CoreLogic and its team use data to build ope...

Digital Transformation Associate Professor Dr. Mona Ashok joins AO on Air to delve into the emerging role of AI in Ops management, how it is used today and its future developments. Tune in to this episode for a crash course on the application of AI and Machine Learning – from professional sports to public sector and financial services – including use cases from the front, middle and back office. D...

Operations teams around the globe are navigating the complexities of recession planning. But where do you start? In this episode of AO on Air, we welcome Operations Management specialist, Professor Danny Samson to explore 5 key areas Ops team should focus on to get ready for tricky times ahead. Watch Professor Samson share best practice examples from Bank of America and Toyota to show you how to s...

On this episode of AO on Air, we welcome Darren Taylor to discuss the opportunities and challenges that large US Healthcare payers are dealing with during turbulent labor conditions. Watch Darren chat about the need for transparency and empathy when dealing with employee engagement, and cover key topics such as: -How to integrate a siloed organisation -Using communication strategies to nurture com...

In this special edition of AOTv, Spencer O' Leary discusses the growing trend of Front and Back offices finding collaboration opportunities to help lift performance and wellbeing across both operations. Be sure to catch, Spencer next week at the CRMXchange and SWPP virtual panel discussing this topic. https://ActiveOps.com

ActiveOps recently conducted a global survey to learn from operations experts how to prepare for turbulent economic times. In this episode of AO on Air, we interview Vincent Brennan. Vincent shares his key topics to focus your planning and operations on track regardless of the economic conditions. Great advice from a key banking expert.

One of the best parts of ActiveOps is the collective experience in banking operations. Join this episode of AO on Air, where we interview a wealth of management experience. We sit down and talk operations management with our Australian team members Jane Pretty, Martin Hogg, and Rosalie Spies. Listen in to learn about their experiences with consistency, cost, quality, and overall operations managem...

Join us for a quick chat with Bhavesh as we discuss the opportunity for ActiveOps customers with new innovations like smart planning, skills analysis, and more. During this interview, you will have the opportunity to meet Bhavesh and get excited about the upcoming Capacity22 conferences in London and Melbourne. A great opportunity to network with your peers at wonderful venues. You can also learn...

Join us as we discuss with banking industry leader, Jude Pinto, the potential impact of a recession or economic challenges for large operations. Jude shares his experience in previous recessions and offers advice for managing through turbulent times. Listen in as he explains the details of these key points.  1. Don't lose sight of your customer-driven process 2. Build for Agility 3. Redefine opera...

For a little different experience in AO on Air. We had the opportunity to interview two customers together recently on AOTv. Because it is a treat to listen to seasoned leaders share their wisdom in operations and coaching the next generation of leaders. We thought sharing this experience would be useful. Please enjoy listening to Christopher Matz from AIG Retirement Services and Tom Frosina from...

In this episode of AO on Air, we visit with our three product managers. Ian Carter, Phil Moody, and Peter Cregg. Listen in as they discuss the various highlights and use cases of the ActiveOps product portfolio. Along with discussing the benefits of ControliQ, CaseworkiQ, and WorkiQ, we introduce a few details of our upcoming conference in London - Capacity 2022. You can find more information abou...

Ever wonder how a strong partnership works? Join Kevin Lasitz In this episode of AO on Air. We take a detailed look at the technology and commercial elements of the Microsoft and ActiveOps value proposition. From the tech perspective, we discuss the relationship between ActiveOps and Microsoft Viva, Teams, and Azure. All of this comes together for our mutual customers, by making it easy to transac...

This episode of "AO on Air" discusses new innovations that deliver opportunities for complex and high-value casework. Financial Crime, Medical Reviews, and Complaints are organizations that are considered specialty operations areas and for too long have fallen outside the typical workforce management solutions capabilities. ActiveOps is happy to announce the new product release of CaseworkiQ. Desi...

Join your team from AO on Air and ActiveOps for a fun interview with Melissa Gagnon from TD Bank, America's most convenient bank. Melissa walks us through how workforce management delivers customer service, employee experience, and performance to the back office operations. https://ActiveOps.com

The world of work has changed and new dynamics are driving the need for new management practices. One area that is getting a lot of coverage is employee engagement and wellness. Join AO on Air as we discuss this topic with Stuart Pugh, Chief Customer Officer, and Spencer O'Leary, CEO of North America, about this important topic and how leading companies are creating great places to work. https://A...

Join in an insightful conversation with Client Relationship Director, Martin Hogg, from the ActiveOps APAC team based in Australia.  Martin does an excellent job describing the transition from fire-fighting operations to truly transforming operational outcomes. Martin describes the benefits to employees, managers, and senior leaders all while providing his own experience in delivering on these res...

See John Henderson explain the operations conundrum and how, with the right blueprint, you can see things differently. In this episode of AO on Air, John will walk through a journey of how things seemingly fit together but in new ways. John will be presenting this same presentation today, April 28th, in Vienna at a banking event focused on back office excellence. https://backofficeexcellence.com/

Excellent discussion to bring focus in this "AO on Air" by visiting Ian Carter, Product Director (ControliQ & Insights and Innovation Lab). Innovation is accelerating quickly with the use of Machine Learning: 1.ControliQ beyond your normal Workforce Management platform 2.Using benchmarks to learn and grow - OpsIndex 3.Insights & Innovation Lab (just the beginning) 4.Management Process Auto...

The annual conference of the SWPP (Society of Workforce Planners Professionals { https://swpp.org }) will be held next week in Nashville, Tennessee. ActiveOps is a vendor sponsor and is sponsoring the Keynote address. Spencer O'Leary joins AO on Air to discuss the upcoming conference and opportunities for ActiveOps customers. From management process automation to machine learning-powered planning....

We had the opportunity to bring Tech into focus in this "AO on Air" by visiting Kevin Evans, CTO of ActiveOps. While there is much to discuss, this conversation will concentrate on four topics: 1. Technology's impact on the hybrid workforce 2. How AI and machine learning can improve operations management 3. The need for seamless data collection in operations 4. Partnering with Microsoft Kevin shar...

A good recipe for a partnership's success is domain expertise, combined with regional presence, and with timing that results in an increasing and immediate market need. This is exactly the position Xcentuate dominates in within the ActiveOps community. Having strong ties in Ireland and New Zealand, combined with a proven background in Operations Excellence, Xcentuate delivers success for our combi...