Horizons Summit 4th Annual Logo_White

The Ultimate Gathering for Experience Leaders

November 4-6, 2026
The JW Marriott Grande Lakes | Orlando, Florida

Why Horizons Summit 2026 is a Can't Miss Event

This November, join Farlinium and an elite group of top XM leaders for three days of high-impact strategy, cutting-edge innovation, and peer-to-peer collaboration. This year, we are diving deep into the next frontier of XM: leveraging AI, advanced automation, and seamless omnichannel strategies to drive measurable business growth.

Summit Snapshot: Inside the Horizons Experience

  • Masterclasses in Innovation: Move past theoretical solutions with interactive workshops and executive roundtables featuring trailblazers from Walden University, Select Health, Qualtrics, and Farlinium. 

  • Blueprints for Immediate Impact: Skip the guesswork. Walk away with real-world customer success stories and proven XM frameworks you can deploy right away.

  • Elite Networking & World-Class Dining: Expand your circle. Connect with industry peers during exclusive events, dining, and entertainment against the backdrop of Orlando’s premier luxury resort.

Save Your Spot (It’s Free)

To foster high-level collaboration and intimate networking, space is strictly limited and subject to approval. Admission is entirely complimentary for approved guests. Request your spot below. Once your request is approved, we’ll send over the details for our discounted room blocks.

Attendees are responsible for their own travel and hotel accommodations.

Featured Speakers

Ryan Leak Follow me on LinkedIn

New York Times best-selling author, and strategic advisor

Farzad Aref Follow me on LinkedIn

Founder and CEO
Farlinium

Brittany Hodak Follow me on LinkedIn

Author, Entrepreneur, CX Expert

Sarah Gilstrap Follow me on LinkedIn

VP, Healthcare Experience Strategy
Qualtrics

Daniel Royer Follow me on LinkedIn

AVP of Customer Experience Marketing
Select Health

Sarah Ball Follow me on LinkedIn

Senior Director of Experience and Insights
Walden University, a Covista institution

Rania Little Follow me on LinkedIn

Product Development Lead - Digital Voice of the Customer
Humana

Chesley Smith Follow me on LinkedIn

Managing Director of Consulting Services
Farlinium

Angie Bloyer Follow me on LinkedIn

Principal Consultant - Healthcare
Farlinium

Chris Wickstrom Follow me on LinkedIn

Managing Director of Consulting Services
Farlinium

Andrew Kropp-Sullivan Follow me on LinkedIn

Principal Consultant
Farlinium

Josh Johnson Follow me on LinkedIn

Managing Consultant
Farlinium

Karissa Burright Follow me on LinkedIn

Senior Business Consultant
Farlinium

  • Immersive Workshops (optional): Hands-on, expert-led collaboration on a series of targeted topics, offering in-depth spotlights of program configurations and demos.

  • Customer Roundtables & QBRs (optional): One-on-one and group quarterly business reviews with Farlinium experts.

  • Welcome Reception: Mix and mingle with industry experts and XM practitioners.

  • Keynote & Kick-Off: Hear from senior leaders at Farlinium, Qualtrics, and top XM organizations as they share a forward-looking, trend-focused vision for the future of XM and the strategies driving business results through experience transformation.

  • Program & Strategic Spotlights: Expert speakers and panels will provide practical guidance and deep dives, including program spotlights in a variety of maturity states; demos of best practices and lessons learned; and strategic spotlights on Qualtrics capabilities.

  • Reception & Dinner: Enjoy good food and good company with some of the best and brightest in the industry.

  • Closing Keynote: A final strategic look at The Evolving XM Leader. Learn how VoC and CX leaders need to evolve to help their organizations make better decisions and drive strategic action in the years ahead.

  • Final Takeaways & Next Steps: A brief session to synthesize key learnings, highlight the most critical takeaways, and provide a clear call to action for post-summit engagement.

  • Summit Conclusion: Official conclusion of the Horizons Summit.

Summit Agenda

Wednesday, November 4

  • Immersive Workshops (optional): Hands-on, expert-led collaboration on a series of targeted topics, offering in-depth spotlights of program configurations and demos.

  • Customer Roundtables & QBRs (optional): One-on-one and group quarterly business reviews with Farlinium experts.

  • Welcome Reception:  Mix and mingle with industry experts and XM practitioners.

Thursday, November 5

  • Keynote & Kick-Off: Hear from senior leaders at Farlinium, Qualtrics, and top XM organizations as they share a forward-looking, trend-focused vision for the future of XM and the strategies driving business results through experience transformation.

  • Program & Strategic Spotlights: Expert speakers & panels providing practical guidance and deep dives, including: program spotlights showcasing programs in a variety of maturity states. Demonstration of best practices & lessons learned. Strategic spotlights on Qualtrics capabilities.

  • Reception & Dinner: Enjoy good food and good company with some of the best and brightest in the industry.

Friday, November 6

  • Closing Keynote: A final strategic look at The Evolving XM Leader: Highlight future investments and Influence. Hear about key ways VoC and CX leaders need to evolve to help their organizations make better decisions and drive strategic action in the year ahead..

  • Final Takeaways & Next Steps: A brief session to synthesize key learnings, highlight the most critical takeaways, and provide a clear call to action and steps for post-summit engagement.

  • Summit Conclusion: Official conclusion of the Horizons Summit.

“Horizons does a great job engaging CX talent interested in learning from each other and growing to mature their programs. It's an event that allows you to be proud of your program, [and also] be vulnerable to learn and incrementally improve. Great speakers and great relevant content.”

JW Marriott Grande Lakes

The Venue: JW Marriott Grande Lakes

Set on a beautiful 500-acre tropical oasis, the resort blends business with premier luxury. When you aren't in sessions, you have access to:

  • A massive, newly redesigned Grande Lakes Water Park featuring a lazy river and private firepit lounges.
  • Championship golf on an 18-hole course designed by Greg Norman.
  • A world-class luxury spa and fine dining, including MICHELIN-recommended restaurants on-property.

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

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Our 4th Annual Horizons Summit is set to be our most impactful yet! This year, we’re diving even deeper into AI, automation, and omnichannel XM—bringing together top industry leaders for meaningful connections and actionable, real-world insights. Get ready for an experience that challenges perspectives, sparks innovation, and elevates experience management to the next level. We can’t wait to see you in Orlando!

– Farzad Aref, CEO
Farlinium