The Ultimate CX Experience

Bigger. Bolder. More Impactful.

Thursday 18th September 2025 | Central London

Register to Attend

Welcome to the All-New Human Experience (HX) Forum. Formerly XI Forum, HX Forum is your go-to event for the latest in CX, PX, and EX – reimagined and elevated.

The First Look at a New Era in Experience. InMoment and PG Forsta have joined forces – united under a bold, transformative vision: Human Experience (HX). From cutting-edge tech innovations to market-shifting strategies, this is your chance to get hands-on with what’s next. Join CX leaders and trailblazers for an inspiring day of insights and ideas that will reshape how you deliver experience.

Secure Your Spot Now

Why Attend HX Forum Europe?

Powerful Networking

Inside the New InMoment + PG Forsta

Actionable Insights

Hands-On Learning

Big Ideas from Big Brands

Low Pressure, High Impact

New for 2025

Fresh Insights

Unlock insider insights from the top minds in CX on the biggest trends shaping the future.

Unfiltered Conversations

No fluff. Just real-world CX lessons and strategies from top brands.

Expert Workshops

Solve your biggest CX challenges and sharpen your skills in interactive, hands-on sessions.

Next-Level Networking

Meet industry disruptors, CX leaders, and InMoment experts in a brand-new setting.

Exclusive PG Forsta Product Showcases

Stop by our demo booth to see the platform in action—and learn how it can deliver real results for your business. Chat with our experts and get all your questions answered.

A Prime Central London Location

Step into a welcoming space where connection and conversations come easy.

Accomodations

Hotel Options

We recommend the following hotels—all just a short walk from the venue: Hampton by Hilton (Old Street) or nhow London. Mention “Lumiere London” to enquire about available discounted rates.

Lumiere London – Underwood Lofts

The event will be held at Lumiere London – Underwood Lofts located in the heart of London. This conveniently located space offers lots of space and natural light for an inspiring event to come.

Transportation

The closest tube station is Old Street (Exit 4, Moorsfield Eye Hospital), and is a 5 minute walk from the venue

Don’t Just Take Our Word for It…

"Every session offered something practical—we left with ideas we could start using the next day."

"The speakers were honest, relatable, and provided a lot of clarity around CX challenges."

"It was a great opportunity to meet others in the industry and exchange fresh ideas."

Featuring Speakers from Leading Brands

Stay tuned for more big brands with big success stories joining us on stage in 2025.

…and more.

Agenda at a Glance

08:30

Breakfast, Networking & Registration

Start the day with relaxed networking over coffee and light breakfast

09:15

Welcome & Opening Remarks

Setting the tone for the day ahead

09:45

Inspiration in Action

Explore real client stories, listening deep dives, and design thinking in practice

11:00

Morning Break

A quick reset with refreshments and informal networking

11:30

Interactive Workshops

Hands-on sessions focused on solving real-world CX challenges with practical takeaways

12:45

Lunch & Live Music

Enjoy a fabulous lunch accompanied by live music

14:00

Afternoon Inspiration

Dive into AI trends, expert panel discussions, and transformation stories from leading brands

15:20

Exclusive Guest Keynote

Hear from a standout industry voice bringing fresh perspective and energy

16:00

CX Achievement Awards

Recognising exceptional CX impact and innovation

16:15

Closing Remarks

A look back—and a look ahead

16:30

Drinks, Canapés & Entertainment

Unwind with post-event drinks, light bites, and entertainment to close the day

Save My Spot!

What Makes HX Forum Europe Unmissable?

Step Inside the Forum

Check out highlights from previous events.

Why Attend

150+ Delegates

6+ Hours of Practical Learning

Award-Winning Speakers

Interactive Demonstrations

Fun Entertainment

Choose Your Workshop

Ready to roll up your sleeves and dive into the topics that matter most? This year’s HX Forum Europe features three interactive, expert-led workshops designed to challenge your thinking, spark new ideas, and bring actionable strategies back to your organisation.

Please view the workshops below—space is limited and assigned on a first-come, first-served basis:

Workshop 1: Connecting Colleagues with Customers

Hosted by: Claire Bristowe, Connecting with Customers Programme Manager at Aegon

Think customer centricity is just for frontline teams? Think again. This hands-on, interactive session will show how everyone—especially those who don’t speak to customers directly—plays a vital role in shaping the customer experience.

Put your CX skills to the test with engaging games, using real stats from Aegon’s customer culture. Step into other teams’ shoes, challenge assumptions, and see how Aegon is taking its culture to the next level.

See how your day-to-day work impacts customer outcomes. Build confidence as a customer voice advocate. And discover the real business value of embedding a customer-first mindset across every team. Expect energy, collaboration, and plenty of aha moments.

Workshop 2: From Insight to Impact: Driving CX Strategy

Hosted by: Luke Williams, Chief CX & Research Officer at Press Ganey Forsta

Join Luke Williams, Chief CX & Research Officer at Press Ganey Forsta, for a high-energy, hands-on session exploring how to turn customer feedback into real business results. Drawing on his “4 Voices” framework, Luke will demonstrate how to build effective CX strategies that align teams, drive action, and embed a lasting customer-first mindset.

Workshop 3: Your Contact Centre is the Gift That Keeps on Giving

Hosted by: Jeremy Griffiths, VP Consulting & Insights at InMoment

Your contact centre captures tens of thousands of customer conversations every day—but are you unlocking its full potential? In this workshop, we’ll explore how to harness the power of Conversational Intelligence, using AI and NLP to turn voice and text data into actionable CX insights.

Learn how to spot hidden pain points, predict customer needs, and close the loop faster. This could be the missing piece between insights and action.

Secure Your Spot Today

Need a refresher on what workshops are available?

Workshop 1: Connecting Colleagues with Customers
Step into other teams’ shoes with a CX-themed Cluedo game and real Aegon data. Challenge assumptions and see how customer culture is evolving across the business.

Workshop 2: From Insight to Impact: Driving CX Strategy
Transform feedback into action. Using the “4 Voices” model, explore how to build CX strategies that stick and drive impact across your organisation.

Workshop 3: Your Contact Centre is the Gift That Keeps on Giving
Learn how to turn voice and text data into CX gold. Use AI and NLP to uncover hidden pain points, predict needs, and close the loop faster.