Mission Statement, Vision, & Core Values of LivePerson, Inc. (LPSN)

You're looking at LivePerson, Inc. (LPSN) and trying to map their core beliefs-their Mission Statement, Vision, and Core Values-against the hard financial realities of the conversational AI market. It's a critical exercise, especially when the company's full-year 2025 revenue guidance is projected between $235 million and $240 million, a significant shift from past performance, even as they project full-year adjusted EBITDA of $7.5 million to $12.5 million.

In a sector where nearly 20% of the platform's conversations now use Generative AI, LivePerson's mission to make life easier through 'trusted conversational AI' is defintely being tested by market volatility. Does their focus on innovation and a human-centric approach truly align with the strategic cost restructuring and the drive for positive cash flow that defined their 2025 narrative? Let's dig into the foundational principles that are supposed to guide their next moves.

LivePerson, Inc. (LPSN) Overview

LivePerson, Inc. is a technology company that has been a pioneer in the conversational commerce and Artificial Intelligence (AI) space, starting way back in 1995 when founder Robert LoCascio first saw the value of real-time digital communication for businesses. The company's core offering is its Conversational Cloud platform, an enterprise-class system that lets major global brands connect with consumers through various messaging channels like SMS, WhatsApp, and in-app chat.

This platform is more than just a chat box; it orchestrates conversations using a blend of human agents and advanced AI-powered virtual assistants, transforming customer support and sales into interactive experiences. They also offer LP Insights, which turns chat data into actionable business intelligence. It's all about making life easier for people by facilitating more meaningful and efficient conversations.

In terms of current performance, LivePerson's total revenue for the full year 2025 is projected to fall within the range of $235 million to $240 million. This forward-looking guidance, released in November 2025, reflects the continued strategic shift toward operational efficiency and a focus on recurring revenue, which is currently expected to represent about 93% of total revenue.

• Founded in 1995, a true digital pioneer.
• Core product is the Conversational Cloud platform.
• Projected 2025 total revenue is $235 million to $240 million.

Financial Performance: A Q3 2025 Turnaround

Looking at the latest data, the third quarter of 2025 (Q3 2025) financial report, released in November 2025, shows a mixed but strategically positive picture. The total revenue for the quarter was $60.2 million, which actually surpassed the high end of management's guidance range. To be fair, this still marked a year-over-year decline of 19.0%, driven primarily by customer cancellations and downsells, a common challenge in the current economic climate.

Here's the quick math on their revenue streams: Hosted services, which is the main product sales, contributed $51.17 million, while professional services added $8.98 million to the Q3 2025 total. The big news, however, was the dramatic swing in profitability. LivePerson reported a net income of $8.7 million for the quarter, a massive turnaround from the net loss of $28.3 million in Q3 2024. This was largely due to a non-recurring $27.7 million gain on troubled debt restructuring, a necessary step to strengthen the balance sheet.

Still, the underlying customer engagement metrics show strength. The trailing-twelve-months average revenue per enterprise and mid-market customer (ARPC) actually increased by 5.6% to $665,000. That tells you the remaining customers are deepening their commitment, and LivePerson signed 28 deals in the quarter, with 26 being expansions or renewals with existing clients. The focus is defintely on maximizing existing customer value.

LivePerson: A Leader in Conversational AI

LivePerson is not just a legacy software company; it is consistently recognized as a leader in the rapidly evolving Conversational AI and digital transformation industry. They power nearly a billion conversational interactions every month, which gives them a uniquely rich data set for AI development. This scale is their competitive edge.

The company's focus on enterprise-grade solutions has positioned it as a strategic partner for major brands across financial services, retail, and healthcare. For instance, in Spring 2025, G2, a trusted software marketplace, named LivePerson a Leader across multiple categories, including AI Agents, Chatbots, and Live Chat. Plus, their inclusion in the 2025 Gartner Competitive Landscape: Digital Customer Service report further validates their market position.

Their platform's ability to seamlessly integrate Generative AI capabilities with existing customer relationship management (CRM) systems-without forcing a costly rip-and-replace-is a key differentiator. They are a system of action and intelligence for enterprises. To understand the full scope of how this market leader manages its strategic direction and financial structure, you should explore LivePerson, Inc. (LPSN): History, Ownership, Mission, How It Works & Makes Money.

LivePerson, Inc. (LPSN) Mission Statement

You're looking for the bedrock of LivePerson, Inc.'s (LPSN) strategy, and honestly, that starts with its mission. A mission statement isn't just a feel-good plaque; it's the non-negotiable filter for every dollar spent and every product shipped. For LivePerson, that directive is: to make life easier for people and brands everywhere through trusted conversational AI.

This statement is crucial because it guides their long-term goals, particularly in a volatile market where their full-year 2025 revenue is projected to be in the range of $235 million to $240 million. That's a tight ship, so every investment, like the push into Generative AI, has to directly serve this core purpose. It's their compass for navigating the shift from legacy contact centers to AI-driven customer experience (CX).

Here's the quick map of how they break that mission down into actionable components.

Component 1: Making Life Easier for People and Brands Everywhere

The first part of the mission focuses on the outcome-simplifying interactions for both the customer and the enterprise. This is about delivering measurable business results, not just cool technology. For the brands, making life easier means driving efficiency and scale, which is why recurring revenue is expected to be approximately 93% of total revenue in the fourth quarter of 2025.

For the customer, it means getting an answer instantly, 24/7. LivePerson's Conversational Cloud platform currently powers nearly a billion conversational interactions every month, showing the sheer scale of the 'everywhere' part of the mission. The company's trailing-twelve-months average revenue per enterprise and mid-market customer (ARPC) also increased by 4.0% to $655,000 in the second quarter of 2025, proving that their simplification tools are driving higher value for their largest clients.

• Simplify customer service operations.
• Drive efficiency for the enterprise.
• Ensure global, 24/7 availability for consumers.

A mission is only as good as the value it creates. You can dig deeper into the company's foundation and financial journey here: LivePerson, Inc. (LPSN): History, Ownership, Mission, How It Works & Makes Money.

Component 2: Through Trusted Conversational AI

The core mechanism for achieving their mission is Conversational AI, which is Artificial Intelligence designed to manage human-like dialogue. But the critical word here is 'trusted.' Trust in AI means accuracy, security, and the ability to seamlessly hand off to a human agent (human-in-the-loop) when the AI hits its limit. LivePerson is defintely focused on this.

The adoption numbers show this focus is paying off: nearly 20% of all conversations on the platform now utilize generative AI features, a rapid increase that reflects customer confidence. Furthermore, the Generative AI Suite saw a 45% sequential increase in conversations powered by it in the second quarter of 2025. This isn't just a pilot program; it's becoming the standard operating procedure for their clients.

The commitment to quality is backed by external validation, too. LivePerson was recognized as a Leader in G2's Spring 2025 Grid reports across multiple key categories, including AI Agents and Live Chat, based on real user reviews. That's a strong third-party signal that the 'trusted' part is working.

Component 3: Delivering High-Quality Products and Services

The final component is the delivery mechanism, which must be high-quality to sustain the 'trusted' part of the mission. This means the technology must deliver tangible, positive outcomes for the end-user. The proof is in the customer satisfaction (CSAT) scores their platform helps generate.

For example, a major client, Frost Bank, achieved a 91% CSAT score utilizing the platform's AI-powered agent efficiency tools. Another client, Mouser Electronics, attained 92% customer satisfaction using AI-based routing across 13 languages. These aren't abstract gains; they are concrete, high-bar metrics that speak to product quality.

The company is also innovating to de-risk AI adoption for brands. Their new Conversation Simulator, for instance, shows early data pointing to a 30% decrease in agent ramp time and a 50% reduction in the time needed to test AI bots. This focus on reducing implementation risk is a clear action that supports their mission to deliver high-quality, outcome-driven digital transformation.

LivePerson, Inc. (LPSN) Vision Statement

You're looking for the true north of LivePerson, Inc. (LPSN), and honestly, the vision is less a single lofty sentence and more a three-part strategic mandate. The core takeaway is this: LivePerson is positioning itself as the indispensable orchestrator of enterprise customer conversations, not just a chatbot provider. This pivot is crucial as the company navigates a challenging market, aiming for profitability while driving massive AI adoption.

A vision is the desired future state, and for LivePerson, that future is defined by leading the shift to trusted conversational artificial intelligence (AI) and achieving financial self-sufficiency. Their mission-to make life easier for people and brands everywhere through trusted conversational AI-is the daily work that gets them there. To be fair, this is a company that has been doing digital engagement since 1995, so their long-term view is grounded in a deep history.

Pillar 1: Orchestrating the Next Era of Conversational AI

The first component of LivePerson's vision is to be the enterprise leader in connected customer experiences, which means orchestrating seamless experiences across all channels. This is their 'innovation without disruption' approach, helping large brands adopt generative AI without a costly rip-and-replace of their entire contact center infrastructure. It's a smart, realistic play.

Their Conversational Cloud platform is the centerpiece, unifying voice, in-app, and mobile messaging conversations. They are focused on giving customers the ability to integrate their own large language models (LLMs)-a 'Bring Your Own AI' (BYO AI) model-which is defintely a necessary move in the evolving enterprise AI space.

• Integrate voice and digital for unified customer journeys.
• Support 'Bring Your Own AI' for client flexibility.
• Focus on generative AI tools like CoPilot Rewrite.

Here's the quick math on adoption: In the first quarter of 2025, LivePerson saw a 14% rise in customers using their AI tools, plus a 25% sequential increase in AI-powered conversations. That's tangible proof that the market is moving toward their vision of AI-first engagement.

Pillar 2: Delivering Personalization at Scale for Outcomes

The second pillar is about translating conversations into real business outcomes, not just reducing call volume. The vision is to deliver personalization at scale, which means using conversational intelligence to drive sales, improve customer loyalty, and reduce operational costs. This is where the rubber meets the road for investors.

The company serves over 18,000 brands, including 35% of Forbes' World's Most Valuable Brands. Their focus on regulated industries, like financial services and healthcare, shows they are targeting high-value, complex customer interactions where AI-driven personalization can have the biggest impact. For example, the trailing-twelve-months average revenue per enterprise and mid-market customer (ARPC) increased by 4.0% to $655,000 in Q2 2025, indicating that their largest customers are finding more value and expanding their usage.

This commitment to customer success is directly tied to their core values of impact and customer focus. If onboarding takes 14+ days, churn risk rises, so their Chief Customer Officer's role is crucial in ensuring clients maximize value from the platform. You can dig deeper into who is betting on this vision by Exploring LivePerson, Inc. (LPSN) Investor Profile: Who's Buying and Why?

Pillar 3: Achieving Financial Discipline and Sustainable Growth

A vision of market leadership is meaningless without a sound financial foundation. The third, and arguably most critical, component of their near-term vision is a strategic shift towards profitability and disciplined cost control. This is the realist part of the vision.

LivePerson is currently in a turnaround phase, characterized by revenue contraction as they shed lower-margin business and focus on AI-driven, high-value recurring revenue. For the full fiscal year 2025, the company anticipates total revenue to be between $230 million and $240 million, a decrease year-over-year. Still, they expect recurring revenue to represent a strong 93% of that total.

The real story is the move toward positive adjusted earnings before interest, taxes, depreciation, and amortization (Adjusted EBITDA). Their full-year 2025 Adjusted EBITDA guidance is projected to range from a loss of $(3) million to a gain of $7 million. This narrow range, with a potential for a positive outcome, shows a clear strategic focus on operational efficiency and a strengthening balance sheet. They are focused on moving past the Q2 2025 net loss of $15.7 million to secure long-term sustainability.

LivePerson, Inc. (LPSN) Core Values

You're looking at LivePerson, Inc. (LPSN) and trying to figure out if their stated values actually line up with their business execution and financial reality. That's smart. The mission is clear-to make life easier by transforming how people connect with brands. But the real test is in the three core values: Innovation, Impact, and a Human-Centric Approach. These values are the engine for their strategic pivot, especially as they navigate a challenging market where full-year 2025 total revenue is projected to be between $230 million and $240 million.

Here's the quick math: with recurring revenue expected to make up a strong 93% of that 2025 total, the company is focused on deepening relationships with its existing enterprise clients. That kind of stability is defintely tied to delivering on these core promises.

Innovation

Innovation at LivePerson isn't just about buzzwords; it's about building the next generation of Conversational AI (Artificial Intelligence) tools that actually work for enterprise customers. They are focused on giving brands the flexibility they need in a rapidly evolving tech landscape. One clear example is their 'Bring Your Own AI' (BYO AI) model, which lets clients integrate their own preferred AI solutions directly into LivePerson's platform.

This commitment to being model-agnostic is a smart move, and it's backed by major strategic moves in 2025. In August 2025, LivePerson announced an expanded partnership with Google Cloud, integrating its advanced AI capabilities, like Gemini 2.5 and Vertex AI, into the Connected Experience Platform.

• Integrate Google Cloud's Gemini 2.5 for advanced self-service automation.
• Launched new WhatsApp Flows in July 2025 for structured customer interactions.
• A Fortune 100 telecom client reported a 15% faster response time.
• That same client saw a 28% higher concurrent conversation capacity.

That's what true innovation looks like: a measurable lift in efficiency, not just a new feature.

Impact

The value of Impact is measured by the concrete business outcomes LivePerson delivers for its customers. You can't talk about a software platform without talking about the ROI (Return on Investment) it generates. For a company projecting an Adjusted EBITDA (Earnings Before Interest, Taxes, Depreciation, and Amortization) range of $(3) million to $7 million for the full year 2025, driving massive customer impact is crucial for a financial turnaround.

We see this impact across multiple sectors. For instance, a major European bank using the integrated solution reported a 30% reduction in customer service costs while maintaining 95% satisfaction rates. More broadly, LivePerson's enterprise customers are realizing some impressive numbers:

• Up to 60% cost savings in their contact centers.
• 20+ point improvements in CSAT (Customer Satisfaction) scores.
• 3x gains in agent capacity, meaning agents can handle three times as many conversations.

A leading global bank even managed to reduce call volume by 20% and improve customer satisfaction by 15% by leveraging the AI platform. That's a significant, tangible effect on the bottom line and the customer experience.

Human-Centric Approach

This core value is the essential counterweight to the focus on AI and automation. A human-centric approach means the technology is designed to augment, not replace, human connection. The platform's core design ensures that a conversation can seamlessly transition to a human agent when the interaction requires empathy or complex problem-solving. This is the critical piece that prevents AI from becoming a customer frustration point.

Frost Bank is a great example of this in action. They use LivePerson's Conversational AI tools to enhance their agents' capabilities, allowing them to maintain a high CSAT score of 91% with 24/7 human customer support. The goal of the expanded Google Cloud partnership, announced in 2025, is explicitly to make digital interactions feel much more human, with AI that can understand emotions and adapt in real-time. The platform is built to blend AI automation with human support, ensuring the experience is personalized, efficient, and consistent, which is the whole point of a good customer experience (CX) strategy. You can read more about the company's foundation and strategy here: LivePerson, Inc. (LPSN): History, Ownership, Mission, How It Works & Makes Money.

The entire strategy is built on the idea that the best customer journey is one where the technology fades into the background, and the human need is met quickly and personally. That's a value you can invest in.