Forrester Unveils CX Summit EMEA 2025 Agenda: Aligning Brand and Customer Experience for Growth

Forrester, a leading research and advisory firm, has announced the full agenda for its upcoming CX Summit EMEA 2025, set to take place in London and digitally on June 2-4, 2025. The event, themed "The Total Experience: Your Brand, Their Journey," aims to help CX, B2C marketing, and digital leaders seamlessly align brand and customer experiences to drive retention and foster long-term loyalty.

The CX Summit EMEA 2025 agenda features a mix of keynotes, track sessions, interactive experiences, workshops, roundtables, and more, designed to provide attendees with valuable insights and practical tools to enhance their CX strategies. Some of the key sessions and topics include:

1. Brand CX Powers Growth: This keynote unveils Forrester's total experience score, a new measurement framework that evaluates both brand and customer experience. Attendees will learn how an integrated strategy can increase revenue up to 3.5x.
2. Design For The Future Of Experiences: This keynote explores how digital experiences are evolving to become more humanlike, intuitive, and empowering. Attendees will discover practical tools to build their own capabilities for delivering advanced customer experiences.
3. Navigate The Culture Risks Of Metrics: In this keynote, attendees will hear how metrics shape organisational culture and behaviours, identify and address harmful measurement practices, and learn how to strategically build a culture that aligns with business goals for sustained growth.
4. Lead And Master Change: This keynote details how leaders can elevate their change leadership skills and provides strategies to survive and thrive in a state of continuous disruption and transformation.
5. Build Customer Trust In AI: In this session, attendees will learn what drives customer trust in AI, gain insights from successful AI implementations, and discover how to integrate trustworthy practices into their AI strategies.



The event also features unique workshops and tailored programmes, such as the Executive Leadership Exchange, an invitation-only programme for CX executives; the Forrester Women's Leadership Programme, focused on empowering women in leadership roles; and interactive sessions on CX certification and skill building.

In addition, CX Summit EMEA 2025 will honour the recipient of Forrester's 2025 Customer-Obsessed Enterprise Award for EMEA, which recognises companies that drive business success by putting customers at the centre of their leadership strategy and operations.

Forrester's research shows that firms that lead on both brand experience (BX) and customer experience (CX) indices see an average of 2.3x revenue uplift compared to firms that score low on both indices (Chatterjee, 2022). This multiplicative value of combining brand and CX measurement demonstrates the importance of aligning these two critical aspects of a business.

By attending CX Summit EMEA 2025, CX, B2C marketing, and digital leaders will gain valuable insights and practical tools to build a comprehensive CX strategy that not only drives customer satisfaction and loyalty but also contributes to increased revenue and brand reputation. The event offers a unique opportunity to learn from Forrester experts, industry leaders, and peers, and to create lasting peer connections through networking opportunities.

Register today to secure your spot at Forrester's CX Summit EMEA 2025 and start taking action that truly benefits customers and drives business growth.

References:
Chatterjee, D. (2022). Introducing Forrester’s Brand Experience Index — Drive Growth With Both Brand And Customer Experience. Forrester. Retrieved from
Forrester. (2025). CX Summit EMEA 2025 Agenda. Forrester. Retrieved from