The Must-Attend Summit for Experience Management Leaders
November 4-6, 2026
The JW Marriott Orlando Grande Lakes
Orlando, Florida
Welcome to the 4th Annual Horizons Summit!
Join us November 4-6 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.
The Location
This year, we’re excited to return to the JW Marriott Orlando Grande Lakes for the Horizons Summit—an exceptional 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 once again 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
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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Farlinium