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The Must-Attend Summit for Experience Management Leaders

November 20-22, 2024
The Conrad Hotel at the Evermore Resort
Orlando, Florida

The Horizons Summit and Why it Matters to You

Join us for the second edition of the Horizons Summit—an exclusive, invite-only event focused on advancing customer and employee experiences.

This year’s theme, Omnichannel Excellence, will highlight how leading organizations are seamlessly integrating every customer and employee interaction across channels to deliver unified, impactful experiences.

Learn from Experience Management leaders who are in the trenches every day, sharing how they are elevating their programs through omnichannel strategies.

Immerse yourself in a boutique atmosphere where networking and collaboration are integral to every moment.

Engage in hands-on workshops and visionary discussions that will shape the future of omnichannel experience management, all at NO registration cost to attendees.

Building on the success of our inaugural event last year, we are hosting this year’s summit from November 20-22, 2024, in Orlando, Florida, at the brand new Conrad Hotel in the stunning Evermore Resort, near the area’s popular theme parks.

Learn
Industry thought leaders will lead engaging sessions to share their expertise and insights on the cutting edge of experience management. It is part today and part tomorrow. Keynotes, customer success stories, and workshops provide the information needed to stay ahead of the curve in this rapidly changing field.
Build
Experience management experts will demonstrate how to maximize the potential of Qualtrics’ solutions and explore new approaches to help achieve even greater success. At Horizons, participants willl gain access to leading-edge tools, techniques, and best practices that will give them an advantage over their competitors.
Connect
Experience management experts will demonstrate how to maximize the potential of Qualtrics’ solutions and explore new approaches to help achieve even greater success. At Horizons, participants willl gain access to leading-edge tools, techniques, and best practices that will give them an advantage over their competitors.
Grow
Take the insights gained at Horizons back to your organization to enhance customer experience performance and exceed organizational objectives. Horizons is designed to provide the tools and strategies to help your organization stay ahead of the rapidly evolving ecosystem.

Horizons is a unique opportunity for knowledge sharing and networking.

This exclusive event is invite-only. Submit your request for consideration! All registration, food, and entertainment are included. If selected, you’ll receive an email with full event details and logistics.

Evermore Resort

Evermore Resort

The 1,100-acre Evermore Resort combines luxury and comfort with amenities like the awe-inspiring Evermore Bay, boasting 8 acres of crystal clear waters & 20 acres of tropical beaches.

Conrad Spa

Conrad Orlando

Enjoy Conrad Orlando’s luxurious hotel rooms with contemporary décor before the summit hosted in the Juniper Ballroom — a 4,437 sq. ft. venue with floor-to-ceiling windows that flood the space with natural light.

papayaclub

Fine Dining

12 different world-class dining options — regional Mexican cuisine at Ceiba, Polynesian eats and tiki cocktails at Papaya Club, enjoy retro beach culture at Barbara Ann’s Beach Bar, or relax in your room and opt for food delivery.

Golf

Entertainment

Enjoy the proximity to Walt Disney World and Universal Orlando with the family, relax at Conrad Spa with a 20% discount, or play a round at Grand Cypress Golf with 36 holes designed by Jack Nicklaus!

Elevate your expertise in XM through our exclusive events featuring 12 top XM industry leaders. This intimate gathering is your unique chance to connect with thought leaders and network with the best in the business. Don't miss out on this unparalleled opportunity to learn, grow, and forge powerful connections.

6:00 PM - 9:00 PM — Welcome Reception

Papaya Club

Enjoy drinks, delicious food, and socializing as you meet and greet fellow attendees. Throughout the night, be entertained by a live magician, dance to the beats from our DJ, and experience other exciting surprises that will make the evening special.

8:00 AM - 9:00 AM — Registration and Breakfast

The Juniper Ballroom
Farzad Aref, CEO, Farlinium

Enjoy a delicious breakfast and engaging conversation as you connect with fellow attendees. Hear from Farzad as he shares what’s on the horizon for XM and Omnichannel Excellence, setting the stage for an insightful day ahead.

 

9:00 AM - 10:30 AM — Omnichannel Excellence Keynote

The Juniper Ballroom

Join Kyle Groff, Head of Presales Consulting, AMR at Qualtrics, and Sean Holcombe, Head of Global Strategic Engagements & Sales at Qualtrics, as they share the latest trends in Experience Management. Drawing from their exposure to the world’s largest and most inspiring XM programs, and their experience in the trenches, they will present a visionary North Star customer case study that exemplifies omnichannel excellence, demonstrating how unified experiences can transform customer journeys across every channel.

 

10:30 AM - 5:00 PM — Customer Success Stories: Fireside Chats & Practical Lessons

The Juniper Ballroom​

Discussions will guide you through the complete journey to omnichannel excellence—from crafting a vision, securing budget, building and launching programs, to maturing them for long-term impact. The sessions will include program spotlights, fireside chats, and presentations, each offering specific, actionable takeaways you can put to use immediately. Expect a dynamic atmosphere, with magic woven throughout the day and exciting music to keep the energy high.

Featured Speakers Include:

  • Alejandra Martinez, Senior Director of Commercial Strategy & Insights, Virgin Voyages

  • Angie Bloyer, Senior Enterprise Speech Analytics Manager, American Family Insurance

  • Cara Fields, Head of Global Customer Experiences & Technology, Zoetis

  • Jacob Fenton, VP of Customer Experience, StockX

  • Jen Jones, Senior Director of Customer Insights, Centene

  • John Draz, CX Health Care Leader

  • Jon Levenhagen, Director of Contact Center Analytics Management, American Family Insurance

  • Nicole Stowe-Podvin, Customer Experience Manager, Polaris 

 

5:00 PM - 7:00 PM — Happy Hour: Drinks and Light Eats

The Juniper Ballroom

Unwind and connect with fellow attendees during our happy hour. Enjoy light bites and drinks as you mingle, interact, and share insights in a charming and inviting atmosphere. 

 

7:00 PM Onwards — Enjoy a World Class Dinner

Evermore Orlando Resort

Join us for exclusive group dinners held in private settings across the property. These purposeful gatherings are designed to deepen relationships, expand your network, and continue the day’s learnings in a more refined setting.

8:00 AM - 9:00 AM — Networking Breakfast & Closing Remarks

The Juniper Ballroom
Farzad Aref, CEO, Farlinium

Join us for breakfast and a time to reflect on key takeaways from the summit, featuring recap and reflections from Farzad Aref, CEO and Founder of Farlinium.

 

9:00 AM - 1:00 PM — Roundtable Discussions & Collaborations

The Juniper Ballroom

Engage in roundtable discussions and collaborative sessions with peers to solidify your learnings and discuss actionable insights and methodologies. Packed lunches will then be provided as we adjourn.

 

1:00 PM Onwards — Wrap Up and Optional Afternoon Activities

Cypress Course & Links Course

After lunch, enjoy an afternoon of relaxation or recreation. Choose to head out for reserved golf at the Cypress Course and Links Course, unwind at the resort spa, relax in cabanas and poolside, and leave at your leisure.

High-Level Agenda

Below is a high-level overview of the agenda - which will be MC'd by Orlando Hernandez, a close-up magician.   

Wednesday, November 1, 2023

6:00-9:00 PM
Welcome Reception
The Vinoy Hotel Garden Room

Enjoy drinks, delectable food, and socializing as you meet and greet fellow attendees and hear from our first speaker.

Thursday, November 2, 2023

7:00-8:00 AM
Registration and Breakfast
The Vinoy Hotel Garden Room
Enjoy drinks, delectable food, and socializing as you meet and greet fellow attendees and hear from our first speaker.
 
8:00-9:00 AM
Keynotes
Past, Present, Predictions: The Tech Trilogy of CX Analytics
Sid Banerjee, Qualtrics Global CX Strategy Officer and Founder of Qualtrics XM Discover
Humanizing AI: Building Empathy At Scale 
Bruce Temkin, Head of the Qualtrics XM Institute
Mirror Lake Ballroom
 
9:00 AM-2:00 PM
Customer Success Stories and Lunch
Mirror Lake Ballroom
 
2:00 PM-5:00 PM
Workshops
Mirror Lake Ballroom, Williamson Board Room, and Taylor Board Room
 
2:00 PM-5:00 PM
Roundtable Discussion: Advancing CX in the Healthcare Payor Landscape
Lead: John Draz, VP of Member Experience Insights, UnitedHealthcare

Dive into a two-hour roundtable focused on the complexities of Customer Experience (CX) in the Healthcare Payor space. Participants will have the unique opportunity to share from their own programs, discuss pressing challenges, and ideate on pioneering solutions. Led by John Draz, a seasoned expert who has steered member experience initiatives for years at UHC, and supported by a professional facilitator, this discussion promises rich insights rooted in deep industry expertise.

What Participants Can Expect:

  • Engage in a candid dialogue with peers under the guidance of a Healthcare Payor CX expert.

  • Explore current challenges and collaboratively craft potential solutions.

  • Leverage collective knowledge to shape the future strategies of CX within the Healthcare Payor domain

7:00-10:00 PM
Dinner Reception and Entertainment
 

Friday, November 3, 2023

8:00-11:00 AM
Breakfast, Knowledge Sharing, and Closing Ceremony
Mirror Lake Ballroom

Pain Points

  • Anticipating and proactively addressing at-risk customers
  • Limited visibility into key drivers of customer satisfaction
  • Desire to achieve customer experience metrics while also reducing costs
  • Agent experience and improving retention/reducing turnover
  • Understanding how to apply empathy 
  • Better utilizing the rapidly evolving generative AI landscape
$15M graphic

As thought leaders in Experience Management, we bring together like-minded individuals in the trenches to share, learn, and grow as a close-knit community. Omnichannel excellence isn’t just a concept, but a roadmap to align teams, streamline operations, and drive measurable outcomes across industries. At Horizons, we foster dialogue and collaboration to help you execute that strategy.

– Farzad Aref, CEO
Farlinium

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