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Horizons Agenda

Horizons is bringing together experience management leaders to work together to solve some of the toughest challenges in our profession.

Below is our current agenda. We hope you can join us.

Wednesday, November 1, 2023

6:00-9:00 PM

Welcome Reception

The Vinoy Hotel Garden Room

Featured guest: Our MC for Horizons, Orlando Hernandez, a close-up magician.

Enjoy drinks, delectable food, and socializing as you meet and greet fellow attendees.

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Thursday, November 2, 2023

7:00-8:00 AM

Registration and Breakfast

The Vinoy Hotel Garden Room

Farzad Aref, CEO and Founder, Farlinium

Enjoy drinks, delectable food, and socializing as you meet and greet fellow attendees and hear from Farzad on what is on the horizon for CX.

8:00-9:00 AM

Keynote Speeches

Mirror Lake Ballroom

Sid Banerjee, Chief XM Strategy Officer, Qualtrics - Past, Present, Predictions: The Tech Trilogy of CX Analytics

Bruce Temkin, Head of Qualtrics XM InstituteHumanizing AI: Building Empathy At Scale 

9:00 AM-2:00 PM

Customer Success Stories, Sessions, and Lunch

Mirror Lake Ballroom, Williamson Board Room, and Taylor Board Room

Driving Consistency, Internal and External: The Essence of CX Program Governance
Angie Bloyer, American Family Insurance and Mandi Lu, Farlinium

Connecting Dots, Driving Change: The Role of Omni-Channel Analytics in CX
Adam Rubin, Optum and Chesley Smith, Farlinium​
A Journey to Alignment: Rallying Teams Around Your CX Program
Jen Jones, Centene and Chesley Smith, Farlinium
Conquering Compliance Hurdles: Strategies for Success in a Highly Regulated Industry
Paul Robinson, Texas Capital Bank and Jessica Zeroual, Farlinium
Small but Mighty: How Small CX Programs can Bring Quick Wins
Nicole Stowe-Podvin, Polaris and Jessica Zeroual, Farlinium

2:00 - 3:00 PM


3:00 - 5:00 PM

Roundtable Discussion: Voice of the Customer

Lead: Lorraine Schumacher

7:00-10:00 PM

Dinner Reception and Entertainment

The Floridian Social Club

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Friday, November 3, 2023

8:00 - 9:30 AM

Breakfast, Knowledge Sharing, and Closing Ceremony

Mirror Lake Ballroom

10:00 AM - Noon

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

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