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 the JW Marriott Orlando Grande Lakes in Orlando, FL for an unforgettable experience focused on Experience Intelligence for Experience Management. With expert speakers, inspiring success stories, and actionable insights, this is your chance to connect, learn, and grow.
Keynote Speaker 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 is the CEO of Farlinium, a leading customer experience consulting firm. With over 20 years of experience in the field, Farzad has developed a deep understanding of customer-centric strategies and emerging technologies. He has worked extensively with Fortune 500 companies, guiding them in their journey to become customer-obsessed organizations. Farzad’s expertise lies in leveraging customer feedback and conversations to drive actionable insights and improve overall customer experience. His visionary approach has earned him recognition as a thought leader in the industry. Farzad is a proven leader with a successful track record of transforming organizations and delivering impactful results. He is a certified CX practitioner.
Michael Scioscia
With over 40 years of experience in hospitality and luxury lodging, Michael Scioscia is the General Manager of JW Marriott Orlando Grande Lakes. Since 2021, he has led the resort’s guest experience, operations, and service excellence, ensuring a world-class stay for visitors. His expertise spans food & beverage, general management, and luxury hospitality, making him a key leader in the industry.
More Speakers Coming Soon!
We’re adding even more CX & XM leaders to the Horizons Summit lineup—stay tuned for upcoming announcements!
Interested in speaking? We’d love to hear from you. Contact us at marketing@farlinium.com to learn more about sharing your insights on stage.
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Welcome to Horizons Summit!
Join us November 12-14 at the JW Marriott Orlando, Grande Lakes in Orlando, FL for an unforgettable experience focused on Omnichannel Excellence for Experience Management. With expert speakers, inspiring success stories, and actionable insights, this is your chance to connect, learn, and grow.
Hotel
The JW Marriott Orlando Grande Lakes is a luxurious resort situated at the heart of Orlando’s most popular attractions, providing a serene and upscale environment for your stay. Upon arrival, head to the main lobby for a smooth check-in process. Friendly staff will assist you with your room assignment and provide event materials. Make sure to mention you’re attending the Horizons Summit to receive all necessary details for the event. After check-in, take some time to explore the resort’s world-class amenities before the opening reception.
JW Marriott Orlando Grande Lakes Address
4040 Central Florida Pkwy,
Orlando, FL 32837
Packing Suggestions
We can't wait to welcome you to sunny Orlando, FL! The summit dress code is coastal casual/business casual, so pack for fun, comfort, and great conversations ahead!
Frequently Asked Questions
How do I check in to Horizons Summit?
What if I arrive late?
Is the conference open to the public or invite-only?
What is included with my registration?
How do I request special accommodations (dietary, mobility, etc.)?
Are there discounted hotel rates for attendees?
What is the closest airport to the venue?
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Does the venue offer transportation or shuttle services?
What time is check-in and check-out at the JW Marriott Orlando Grande Lakes?
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
Welcome Reception
Enjoy drinks, delectable food, and socializing as you meet and greet fellow attendees and hear from our first speaker.
Thursday, November 2, 2023
Registration and Breakfast
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
Customer Success Stories and Lunch
Workshops
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:
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Engage in a candid dialogue with peers under the guidance of a Healthcare Payor CX expert.
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Explore current challenges and collaboratively craft potential solutions.
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Leverage collective knowledge to shape the future strategies of CX within the Healthcare Payor domain
Friday, November 3, 2023
Breakfast, Knowledge Sharing, and Closing Ceremony
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
This is a description of your event.
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Please direct any questions to marketing@farlinium.com and someone from the Farlinium team will contact you.
Organizations today are rich in data but struggle to turn insights into meaningful action. Experience Intelligence is about harnessing technology, analytics, and AI to create seamless, predictive, and personalized experiences for both customers and employees.
This year, our Horizons Summit will explore how industry leaders are transforming their experience programs through intelligence-driven strategies. From real-time feedback loops to AI-powered decision-making, we’ll uncover how the best companies stay ahead of the curve.
Farlinium