horizons logo light

The Must-Attend Summit for Experience Management Leaders

Wednesday, November 20th 2024

6:00 PM - 9:00 PM — Welcome Reception

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


Thursday, November 21st 2024

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

Enjoy breakfast and conversation as you connect with fellow attendees.

9:00 AM - 9:30 AM —  Kickoff and Opening Remarks

Farzad Aref, CEO and Founder, Farlinium

9:30 AM - 10:00 AM — The XM Odyssey: Where We’ve Been, Where We Are, and What’s Next

Kyle Groff, Head of Presales Consulting, AMR, Qualtrics

10:00 AM - 10:30 AM — From Vision to Reality: How Leading Brands Achieve Omnichannel Excellence

Sean Holcombe, Head of Global Strategic Engagement & Sales, Qualtrics

10:30 AM - 11:15 AM — Magic with Orlando and Mid-Morning Break
11:15 AM - 11:45 AM — Enduring Excellence: 8 Years of Partnership, Vision, and Omni-Channel Success

John Draz, VP Member Experience Insights along with Jon Levenhagen, Contact Center Analytics and Experience Director, American Family Insurance, and Farzad Aref, CEO and Founder, Farlinium

11:45 AM - 12:15 PM — Marketplace Madness - Innovating Beyond Surveys to Drive Real Value for Customers and Stakeholders

Jacob Fenton, VP, Customer Experience and Insights, StockX

12:15 PM - 1:30 PM — Magic with Orlando and Lunch Break
1:30 PM - 2:00 PM — Bridging Mission and Strategy: Securing Funding for Omni-Channel CX Excellence

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

2:00 PM - 2:30 PM — From Implementation to Impact: Transforming Omni-Channel CX Through Alignment and Automation 

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

2:30 PM - 3:00 PM — From Voices to Insights: Operationalizing Omni-Channel CX Through Speech Analytics 

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

3:00 PM - 3:30 PM — Magic with Orlando and Afternoon Break
3:30 PM - 4:00 PM — Beyond Dashboards: Tying Omni-Channel CX Metrics to Key Business Value Drivers 

Jen Jones, Senior Director of Customer Insights, Centene

4:00 PM - 5:00 PM — Roundtable Group Activity
5:00 PM - 7:00 PM — Happy Hour: Drinks and Light Eats
7:00 PM Onward — Dinner and Evening Entertainment

Join us for exclusive group dinners held in private settings across the property. These intentional gatherings are crafted to foster meaningful connections, grow your network, and extend the day's insights in an engaging atmosphere.


Friday, November 22nd 2024

8:00 AM - 8:45 AM — Breakfast and Networking
8:45 AM - 9:00 AM — Event Recap and Day 2 Kickoff

Farzad Aref, CEO and Founder, Farlinium

9:00 AM - 9:30 AM — From Insight to Impact: Driving Action with Stakeholder Alignment

Nicole Stowe-Podvin, Customer Experience Manager, Polaris

9:30 AM - 10:00 AM — Steering the CX Revolution: Aligning Vision with Drivers of Success

Lorraine Schumacher, CX Executive Advisor

10:00 AM - 10:30 AM — Break
10:30 AM - 11:30 AM — Roundtable Group Activity
11:30 AM - 12:30 PM — Group Presentations and Knowledge Exchange
1:00 PM Onward — Wrap Up and Optional Afternoon Activities

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