Get Stuck In: The Workshops Making HX Forum Europe 2025 Unmissable
HX Forum Europe 2025 isn’t about sitting in a room while someone talks at you. It’s about getting stuck in. Solving real customer experience (CX) challenges. And walking away with practical solutions—not just inspiration.
This year’s breakout workshops are designed for action. Whether you’re wrestling with how to embed customer centricity across your organisation, struggling to turn feedback into results, or trying to unlock the true value of your contact centre—these sessions are for you.
Each workshop is built to be collaborative, hands-on, and high-impact. You’ll learn from industry leaders and CX experts who aren’t just there to present—they’re there to guide, question, and help you figure out what’s next for your business.
Which workshop will help you make the biggest impact? Let’s find out.
Claire Bristowe 
Connecting with Customers Programme Manager at Aegon
Customer Centricity with Aegon
What does customer centricity really mean in practice? And how do you get the whole business—yes, even the finance and legal teams—on board?
This interactive session is all about demystifying customer centricity. Claire will share how Aegon has made CX relevant to every team, not just the front line. You’ll take part in live activities and real-world challenges that mirror the internal shifts needed to build a genuinely customer-first mindset.
Why it matters:
Many organisations say they’re customer-centric—but struggle to make it stick beyond the CX team. This workshop helps you explore the cultural, structural, and emotional barriers that get in the way—and how to overcome them. You’ll leave with tools to rally your organisation around a shared CX purpose.
Bonus: Hear what other companies are doing, where they’re struggling, and how they’re moving forward—so you don’t have to reinvent the wheel.
Want a preview? Listen to Aegon’s podcast on customer centricity
Luke Williams
Chief CX Officer, PG Forsta
Designing CX That Delivers with Press Ganey Forsta
You’ve got data. You’ve got feedback. But how do you turn that into action that actually moves the needle?
In this practical session, Luke will guide you through his “Four Voices” framework—helping you connect what customers say, what employees experience, what your business measures, and what the market expects. You’ll map out strategies to bring these voices together, identify disconnects, and prioritise where to act.
Why it matters:
Too often, feedback loops fall flat—trapped in dashboards, ignored in decision-making, or reduced to vanity metrics. This workshop helps you break the cycle and build a CX strategy that gets attention, gains traction, and delivers results.
What you’ll gain: Strategic thinking meets tactical planning, expert coaching from someone who’s worked with hundreds of brands, and peer discussion on how others are making CX part of how they work, not just a report they read.
Want to know more about Luke? Read more about Luke Williams and his CX
Jeremy Griffiths
Director of Experience Intelligence, InMoment a Press Ganey Forsta company
Conversational Intelligence with InMoment, a Press Ganey Forsta company
Your contact centre holds millions of data points in voice and text interactions. Most of it? Untapped.
This session explores how AI and natural language processing (NLP) can help you extract meaningful insights from these everyday conversations—without drowning in data. Jeremy will walk through real examples of how brands are uncovering trends, surfacing issues faster, and even predicting customer behaviour using these tools.
Why it matters:
Customers are telling you what they need. But if you’re only listening to survey scores, you’re missing the full picture. Conversational intelligence helps you fill the gaps—giving you a richer, more complete view of your experience.
What you’ll gain: A practical lens on AI, focused on what you can do now to start making smarter, faster decisions—plus real-life stories of brands already doing it.
Want a deeper dive? Watch the on-demand webinar with Jeremy
Why These Workshops Are Different
These aren’t one-way presentations. They’re shared learning environments where challenges are welcomed, not glossed over. You’ll:
Work through real CX problems—yours and others’
Hear from experts who want to help you thrive
Gain ideas and tools you can apply right away
Learn what’s worked (and what hasn’t) from peers in similar roles
Leave feeling energised, informed, and ready to take action