Horizons Summit 3-02

The Must-Attend Summit for Experience Management Leaders

 

November 12-14, 2025
The JW Marriott Orlando Grande Lakes
Orlando, Florida

Welcome to the 3rd Annual Horizons Summit!

Join us November 12-14 at JW Marriott Orlando Grande Lakes for our biggest and best Horizons Summit yet, dedicated to Experience Management Excellence. This year, we’re diving deeper into what it takes to create exceptional customer and employee experiences, leveraging AI, automation, and omnichannel strategies to drive real impact.

Industry Experts & Thought Leaders sharing cutting-edge insights

Success Stories & Best Practices from top brands

Actionable Strategies to elevate your XM program

Keynote Speaker Michael Scioscia

Michael Scioscia

We are proud to announce that Michael Scioscia, General Manager of JW Marriott Orlando, Grande Lakes, will be a keynote speaker at the 3rd Annual Horizons Summit. With 40 years at Marriott, Michael has been a driving force in hospitality excellence, leading his team to make history as the first JW Marriott hotel in North America to receive a Forbes Travel Guide Four-Star Rating in the 2025 Star Awards. Under his leadership, Primo also became the first JW Marriott restaurant in the world to receive this prestigious honor. His expertise in delivering world-class experiences aligns perfectly with our theme of Experience Intelligence, and we’re excited to hear his insights on innovation, leadership, and the future of guest experience.

Stay tuned for more details on his session!

Speakers

Farzad Aref Follow me on LinkedIn

Founder and CEO
Farlinium

Michael Scioscia Follow me on LinkedIn

General Manager
Marriott International

More Speakers Coming Soon!

Stay tuned for announcements

Let Us Know If You’re Interested in Attending

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The Location

This year, we’re elevating the Horizons Summit experience at the JW Marriott Orlando Grande Lakes, a premier luxury resort set amid pristine lakes and lush landscapes, just minutes from Orlando’s top attractions. With world-class amenities, including an award-winning spa, championship golf course, and exceptional dining, this stunning venue provides the perfect backdrop for networking, learning, and inspiration. We’ve secured a special rate for attendees and will share more details once your spot is confirmed.

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

Our 3rd Annual Horizons Summit is set to be our most impactful yet! This year, we’re diving deep into AI, automation, and omnichannel XM, bringing together top industry leaders for meaningful connections and real-world insights. Get ready for an event that will challenge ideas, spark innovation, and elevate experience management to the next level. We can’t wait to see you in Orlando!

– Farzad Aref, CEO
Farlinium