To kick things off, we’re relaunching our Chatbot & Virtual Agent Prism, originally unveiled at CCW Las Vegas!

Customer demand for digital and self-service is growing—but customer satisfaction in these channels continues to lag, limiting adoption. Generative and agentic chatbots offer new promise for improving automated chat experiences, but with a crowded vendor landscape, how do you choose the right solution?

In this session, CMP Research will reveal the results of its latest Prism Analysis—a fit-for-purpose technology assessment framework designed for CX and customer contact leaders. You’ll walk away with key takeaways from market trends, analyst evaluations, and user feedback—giving you a clear view of how leading chatbot and virtual agent providers compare.

Then, Mark Killick, CMP Advisory Board Member and SVP of Experiential Operations at Shipt, joins us to unpack what real self-service optimization looks like at scale - from automation strategy to business impact.