LivePerson, Inc. (LPSN): Análisis PESTLE [Actualizado en Ene-2025]

En el panorama de comunicación digital en rápida evolución, LivePerson, Inc. (LPSN) se encuentra en la intersección de la innovación tecnológica y la transformación de negocios estratégicos. Este análisis integral de morthazos revela el complejo ecosistema de desafíos y oportunidades que dan forma a la trayectoria global de la compañía, explorando cómo las regulaciones políticas, los cambios económicos, las tendencias sociológicas, los avances tecnológicos, los marcos legales y las consideraciones ambientales convergen para definir la posición estratégica de los viernes en la IA conversacional competitiva ai. mercado. Sumerja más profundo para descubrir la dinámica multifacética que impulsa el futuro de esta empresa de tecnología pionera.

LivePerson, Inc. (LPSN) - Análisis de mortero: factores políticos

El entorno regulatorio de EE. UU. Impactos en la IA y el cumplimiento de la tecnología de conversación

A partir de 2024, el panorama regulatorio de IA en los Estados Unidos presenta desafíos significativos para las plataformas de tecnología conversacional de Liveperson. La Orden Ejecutiva de AI de la Administración Biden, firmada el 30 de octubre de 2023, exige requisitos de cumplimiento estrictos para las tecnologías de IA.

Aspecto regulatorio	Requisito de cumplimiento	Impacto potencial en Livingperson
Normas de seguridad de IA	Evaluaciones de riesgos obligatorios	Aumento de los costos de desarrollo: $ 2.5M- $ 4.2 millones anualmente
Privacidad de datos	Protección mejorada del consumidor	Inversiones potenciales de cumplimiento: $ 1.8M- $ 3.1M

Posibles cambios en la legislación de privacidad de datos

Múltiples leyes de privacidad de datos a nivel estatal continúan afectando las plataformas de interacción del cliente:

• Ley de privacidad del consumidor de California (CCPA)
• Ley de Protección de Datos del Consumidor de Virginia (VCDPA)
• Ley de privacidad de Colorado (CPA)

Políticas de comercio internacional

La expansión del servicio de tecnología global enfrenta complejos desafíos de política comercial. A partir del cuarto trimestre de 2023, las métricas clave de la política comercial incluyen:

Región	Barreras de comercio de servicios tecnológicos	Impacto estimado
unión Europea	Cumplimiento de la Ley de Servicios Digitales	Costos potenciales de entrada al mercado: € 1.2M- € 2.5M
Asia-Pacífico	Requisitos de localización de datos	Costos de adaptación de infraestructura: $ 3.7M- $ 5.6M

Tensiones geopolíticas que interrumpen los negocios internacionales

Las áreas clave de riesgo geopolítico para las operaciones globales de LivePerson incluyen:

• Restricciones comerciales de tecnología US-China
• Regulaciones de soberanía de datos europeos
• Mandatos de cumplimiento de ciberseguridad

Según los informes de cumplimiento de tecnología de 2024, LivePerson debe asignar aproximadamente el 7-12% de su presupuesto tecnológico anual para navegar en complejos paisajes políticos internacionales.

LivePerson, Inc. (LPSN) - Análisis de mortero: factores económicos

Transformación digital continua que impulsa la demanda de soluciones de IA conversacionales

El tamaño global del mercado de IA conversacional alcanzó los $ 6.8 mil millones en 2022 y se proyecta que crecerá a $ 15.7 mil millones para 2024, con una tasa compuesta anual del 24.3%. El posicionamiento del mercado de LivePerson se alinea con esta trayectoria de crecimiento.

Año	Tamaño del mercado de IA conversacional	Tasa de crecimiento anual
2022	$ 6.8 mil millones	-
2024 (proyectado)	$ 15.7 mil millones	24.3%

La incertidumbre económica puede afectar el gasto de tecnología empresarial

El gasto de tecnología empresarial Q4 2023 mostró una reducción del 3.2% en comparación con los trimestres anteriores, lo que potencialmente afecta las inversiones de IA conversacionales.

Cuarto	Cambio de gasto tecnológico empresarial	Gasto total
P3 2023	+4.5%	$ 245 mil millones
P4 2023	-3.2%	$ 237 mil millones

Posibles riesgos de recesión que afectan la adquisición y retención de los clientes

Los indicadores económicos sugieren desafíos potenciales: el crecimiento del PIB de EE. UU. Se desaceleró a 1.6% en el cuarto trimestre de 2023, lo que puede afectar las estrategias de inversión tecnológica.

Indicador económico	Valor Q4 2023	Cuarto anterior
Crecimiento del PIB de EE. UU.	1.6%	4.9%
Tasa de desempleo	3.7%	3.6%

Creciente inversión en tecnología de experiencia del cliente como diferenciador competitivo

Se espera que el mercado de tecnología de experiencia del cliente alcance los $ 32.4 mil millones para 2025, y la IA conversacional juega un papel importante.

Año	Experiencia del cliente Tamaño del mercado tecnológico	Tocón
2022	$ 22.6 mil millones	-
2025 (proyectado)	$ 32.4 mil millones	12.5%

LivePerson, Inc. (LPSN) - Análisis de mortero: factores sociales

Aumento de la preferencia del consumidor por las interacciones digitales y personalizadas del cliente

Según Salesforce Research, el 84% de los clientes dicen que ser tratados como una persona, no como un número, es muy importante para ganar su negocio. Se proyecta que el mercado de interacción digital del cliente alcanzará los $ 25.7 mil millones para 2025, con una tasa compuesta anual del 19.4%.

Canal de interacción digital	Porcentaje de preferencia del consumidor	Tasa de crecimiento anual
Plataformas de mensajería	62%	22.3%
Chat ai	48%	18.7%
Servicio al cliente móvil	73%	25.6%

Tendencias de trabajo remoto que aceleran la adopción de plataformas de comunicación digital

Gartner informa que el 74% de las empresas planean cambiar permanentemente a los empleados al trabajo remoto después de la pandemia. El uso de la plataforma de comunicación digital aumentó en un 67% durante 2020-2022.

Métrica de trabajo remoto	Porcentaje
Empresas que permiten un trabajo remoto permanente	74%
Los empleados que prefieren el modelo de trabajo híbrido	58%
Aumento de la adopción de la plataforma digital	67%

Expectativas crecientes para experiencias de servicio al cliente instantáneos de IA

PwC Research indica que el 64% de los clientes esperan interacciones personalizadas en tiempo real. Se espera que el mercado de servicio al cliente de IA alcance los $ 14.9 mil millones para 2025.

AI Métrica de servicio al cliente	Valor
Expectativa del cliente para el servicio en tiempo real	64%
AI Tamaño del mercado de servicio al cliente para 2025	$ 14.9 mil millones
Satisfacción del cliente con las interacciones de IA	72%

Cambios generacionales hacia la mensajería y las interfaces conversacionales

La investigación de Deloitte muestra el 81% de la generación Z y los millennials prefieren plataformas de mensajería para el servicio al cliente. El mercado de IA conversacional proyectado para llegar a $ 13.9 mil millones para 2024.

Preferencia de comunicación generacional	Porcentaje
Gen Z prefiriendo plataformas de mensajería	85%
Millennials que usan interfaces conversacionales	79%
Crecimiento del mercado de IA conversacional	$ 13.9 mil millones para 2024

LivePerson, Inc. (LPSN) - Análisis de mortero: factores tecnológicos

Capacidades avanzadas de aprendizaje automático y procesamiento del lenguaje natural

La plataforma de IA conversacional de LivePerson procesó 1.500 millones de conversaciones en 2023, con una tasa de automatización del 92% para interacciones específicas de servicio al cliente.

Métrica de tecnología	2023 rendimiento
Conversaciones totales procesadas	1.500 millones
Tasa de automatización de IA	92%
Precisión del modelo de aprendizaje automático	87.4%

Innovación continua en IA conversacionales y tecnologías de automatización

Inversión en I + D en tecnologías de IA: $ 78.3 millones en 2023, que representa el 22.6% de los ingresos totales de la compañía.

Métrica de innovación	2023 datos
Inversión de I + D	$ 78.3 millones
Porcentaje de ingresos	22.6%
Nuevas patentes de IA archivadas	17

Tendencias emergentes en IA generativa e integraciones de modelos de lenguaje grande

LivePerson integró 3 nuevos modelos de idiomas grandes en 2023, expandiendo las capacidades de IA conversacionales en 42 idiomas.

Métrica de IA generativa	2023 rendimiento
Modelos de idiomas grandes integrados	3
Idiomas compatibles	42
Volumen de interacción de IA generativo	385 millones

Aumento de requisitos tecnológicos de ciberseguridad y protección de datos

La inversión de ciberseguridad alcanzó los $ 24.5 millones en 2023, con un 99.97% de cumplimiento de protección de datos en las operaciones globales.

Métrica de ciberseguridad	2023 datos
Inversión de ciberseguridad	$ 24.5 millones
Cumplimiento de la protección de datos	99.97%
Auditorías de seguridad realizadas	12

LivePerson, Inc. (LPSN) - Análisis de mortero: factores legales

Cumplimiento de GDPR, CCPA y Regulaciones Internacionales de Protección de Datos

LivePerson reportó $ 397.7 millones en ingresos totales para 2022, con un enfoque significativo en el cumplimiento de los datos globales. La Compañía mantiene el cumplimiento de múltiples marcos internacionales de protección de datos:

Regulación	Estado de cumplimiento	Costo de cumplimiento anual
GDPR	Totalmente cumplido	$ 1.2 millones
CCPA	Totalmente cumplido	$875,000
LGPD (Brasil)	Obediente	$650,000

Protección de propiedad intelectual para tecnologías de IA conversacionales patentadas

LivePerson posee 37 patentes activas Relacionado con las tecnologías de IA conversacionales a partir de 2023. Valoración de la cartera de patentes estimada en $ 42.3 millones.

Categoría de patente	Número de patentes	Vestimato de protección de patentes
IA conversacional	22	2035-2040
Aprendizaje automático	15	2036-2042

Desafíos legales potenciales relacionados con el sesgo de IA y la implementación de la tecnología ética

Mitigación de riesgos legales Presupuesto asignado: $ 3.4 millones para 2024. Gastos de consultoría legal externa: $ 1.2 millones anuales.

Marcos de contrato y licencia para soluciones de software empresarial

Desglose de ingresos de licencia de software empresarial:

Tipo de contrato	Ingresos anuales	Duración promedio del contrato
Licencias de SaaS de Enterprise	$ 276.5 millones	3.2 años
Servicios profesionales	$ 43.2 millones	1.8 años

LivePerson, Inc. (LPSN) - Análisis de mortero: factores ambientales

Compromiso de reducir la huella de carbono a través de tecnologías basadas en la nube

LivePerson utiliza la infraestructura en la nube de Amazon Web Services (AWS), que informó un Reducción del 90% en las emisiones de carbono en comparación con los centros de datos locales tradicionales. En 2023, la estrategia de migración en la nube de la compañía dio como resultado un estimado de 342 toneladas métricas de reducción equivalente de CO2.

Año	Uso de la infraestructura en la nube	Reducción de emisiones de carbono
2022	78% de infraestructura	287 toneladas métricas CO2E
2023	92% de infraestructura	342 toneladas métricas CO2E

Eficiencia energética en el centro de datos e infraestructura computacional

Los centros de datos de LivePerson lograron un Calificación de efectividad del uso de potencia (PUE) de 1.2 En 2023, significativamente por debajo del promedio de la industria de 1.57.

Métrico	Actuación de LivePerson	Promedio de la industria
Efectividad del uso del poder (Pue)	1.2	1.57
Consumo anual de energía	2.4 millones de kWh	N / A

Apoyo a los modelos de trabajo remotos para reducir las emisiones relacionadas con el transporte

A partir de 2023, El 87% de la fuerza laboral de LivePerson opera en arreglos de trabajo remoto o híbrido, lo que resulta en una reducción estimada de 1.245 toneladas métricas de emisiones de carbono relacionadas con el transporte anualmente.

Modelo de trabajo	Porcentaje de la fuerza laboral	Reducción de emisiones de carbono
Completamente remoto	52%	745 toneladas métricas CO2E
Híbrido	35%	500 toneladas métricas CO2E

Inversión potencial en prácticas de desarrollo de tecnología sostenible

LivePerson asignado $ 3.2 millones en 2023 para la investigación y el desarrollo de tecnología sostenible, centrándose en la IA y los algoritmos de aprendizaje automático de eficiencia energética.

Categoría de inversión	Asignación 2023	Área de enfoque
I + D de tecnología sostenible	$ 3.2 millones	Algoritmos de IA de eficiencia energética
Computación verde	$ 1.5 millones	Métodos computacionales bajos en carbono

LivePerson, Inc. (LPSN) - PESTLE Analysis: Social factors

Growing Consumer Demand for Seamless, 24/7 Digital and Voice Customer Engagement

You're seeing it everywhere: the patience for waiting on hold has evaporated. Consumers now expect immediate, personalized, and always-on service, and this shift is the primary tailwind for LivePerson. The global Conversational AI Market is already massive, estimated to be valued at approximately $13.2 billion in 2025, and it's projected to grow at a Compound Annual Growth Rate (CAGR) of 17.3% through 2035. That's a huge addressable market.

This isn't just a business trend; it's a social preference. About 61% of new buyers actively choose the faster responses generated by AI over waiting for a human agent. The data shows this is defintely a core expectation now. LivePerson is right at the center of this, powering nearly a billion conversational interactions every single month across its platform.

In Q1 2025 alone, the company reported a 14% increase in customers using its generative AI tools and a 25% sequential increase in AI-powered conversations, showing how quickly enterprise adoption is scaling to meet this social demand.

Conversational AI is Shifting from a Nice-to-Have Feature to a Business-Critical Tool

Conversational AI (CAI) has moved past the pilot stage; it's now a core utility for enterprise survival. The Artificial Intelligence in Customer Service market is projected to reach $15.85 billion in value by the end of 2025, reflecting its mission-critical status.

For business leaders, the value proposition is simple and clear: efficiency plus better customer experience. A staggering 96% of businesses believe Generative AI will enhance customer interactions, and 79% of Customer Service specialists already value AI/automation as a core part of their strategy. This isn't optional anymore. You simply can't compete without it.

The financial impact is undeniable, too. Studies show that AI automation has the potential to lower operational costs in customer service by 30% to 35% for several organizations, making it a key lever for margin improvement. LivePerson's platform is designed to orchestrate this blend of human and AI, ensuring the technology is not just fast, but also effective.

Risk of Public Backlash Over Job Displacement in Customer Service and Clerical Roles

The social acceptance of AI is a double-edged sword for LivePerson. While customers love the speed, there is a growing public and regulatory concern about mass job displacement, particularly in the customer service and clerical sectors. This is a real risk that must be managed, not dismissed.

The numbers are starting to reflect this anxiety. AI was cited as the reason for 48,414 job cuts announced in the U.S. so far in 2025. Investment banks like Goldman Sachs are even projecting that AI will lead their clients to cut headcount by 4% in the next year, with that figure potentially rising to 11% over three years.

LivePerson's strategy must counter the narrative that AI is purely a job killer. The reality, as reported by customer service specialists, is that 71% report AI increases the time they spend on enjoyable work duties, suggesting a shift toward high-value, complex tasks, not total elimination. The focus needs to be on 'agent co-pilots' that augment human work, not replace it entirely.

Stakeholder Perspective	AI Impact on Customer Service (2025 Data)	Actionable Insight for LivePerson
Consumers	61% prefer faster AI responses over human wait times.	Prioritize speed and accuracy of AI-first resolution.
Businesses/Executives	AI can lower operational costs by 30% to 35%.	Market the platform's measurable ROI and efficiency gains.
Human Agents	71% report AI increases time spent on enjoyable work.	Emphasize AI as an 'Agent Co-pilot' for upskilling, not replacement.
Labor Market	AI cited in 48,414 U.S. job cuts in 2025.	Proactively address ethical displacement concerns with reskilling programs.

Company Focus on 'Ethical AI' Principles to Mitigate Bias and Build Customer Trust

The social and regulatory risk from biased or non-compliant AI is immense, with potential fines under the EU AI Act reaching up to €35 million for prohibited systems, starting in February 2025. This is why LivePerson's focus on ethical AI is a critical social factor and a competitive differentiator.

The company is a founding member of EqualAI®, a non-profit dedicated to reducing unconscious bias in AI development, which lends credibility to their efforts. They have established a cross-functional committee to govern their responsible AI principles, which covers everything from product design to data integrity.

Their approach to building trust is concrete and systematic. They use 'synthetic AI customers' to continuously test their models for issues like hallucinations and bias before they ever reach a real customer. This kind of proactive testing is essential for building a platform that is not only powerful but also trustworthy and compliant.

• Data Integrity: Test training data for bias and ensure it accounts for regional/cultural differences.
• Safeguards: Deploy testing teams to ensure diverse groups are considered.
• Compliance: Actively prepare for the EU AI Act, which carries fines up to €35 million.

LivePerson, Inc. (LPSN) - PESTLE Analysis: Technological factors

Nearly 20% of platform conversations now utilize Generative AI (GenAI) capabilities

The technological core of LivePerson, Inc. (LPSN) is its commitment to Generative AI (GenAI), which is rapidly moving from a pilot-stage curiosity to a foundational component of the Conversational Cloud platform. As of the third quarter of 2025, GenAI adoption has reached a critical mass, with nearly 20% of all conversations on the platform now using these capabilities. This is a significant indicator of enterprise-level trust and scalability for their AI suite, which includes tools like Conversation Assist and Copilot Translate, the latter powered by Google's Gemini 2.5.

This rapid integration is a key driver for the company's strategic pivot, reflecting in the updated full-year 2025 revenue guidance, which was raised to a range of $235 million to $240 million following the Q3 2025 results. The technology is not just about automation; it's about providing a uniquely rich data set from the nearly a billion conversational interactions the platform powers monthly for over 1,000 enterprise brands.

Strategic 'Bring Your Own LLM' (Large Language Model) approach offers clients flexibility

LivePerson's 'Bring Your Own LLM' strategy is a smart move that tackles the enterprise dilemma of vendor lock-in and customization. It allows clients who have already invested in their own Large Language Models (LLMs) from providers like Amazon, Google, or OpenAI to seamlessly integrate them into the Conversational Cloud.

This open platform approach is a crucial competitive differentiator, especially for large organizations with strict data governance or unique fine-tuning requirements. Honestly, forcing a rip-and-replace model in today's environment is a non-starter for most Fortune 500 companies, so this flexibility is a major selling point.

Here's the quick math on why this strategy works for enterprises:

• Enhanced Customization: Use a model fine-tuned with the brand's proprietary data.
• Security and Compliance: Configure the LLM to meet specific security and regulatory needs.
• Cost Transparency: Gain full clarity on the model's traffic and associated cost.
• Flexibility: Use the in-house LLM for some use cases and LivePerson's models for others.

Launch of Conversation Simulator de-risks enterprise GenAI deployment for customers

The launch of the Conversation Simulator in November 2025 is a critical technological step that directly addresses the top barriers to GenAI adoption: accuracy, compliance, and operational risk. This new platform uses synthetic customer personas-AI-powered mimics of real customer behaviors-to stress-test AI agents and human agents before they ever interact with a live customer.

The Simulator is vendor-agnostic, meaning it can test a brand's entire conversational ecosystem, not just LivePerson's components. This proactive assurance shifts AI deployment from a high-risk leap to a repeatable operational process. Early data points are defintely promising, showing tangible operational benefits for customers like Telstra.

Metric	Impact from Conversation Simulator (Early Data, Q3 2025)
Agent Ramp Time Reduction	30% decrease
Time to Test AI Bots Reduction	50% reduction
Agent Training Time	Can be cut from weeks to hours
Compliance Support	Produces audit-ready evidence for frameworks like the EU AI Act and NIST AI RMF

Recognized as a Niche Player in the 2025 Gartner Magic Quadrant for Conversational AI Platforms

In August 2025, LivePerson was recognized as a Niche Player in the Gartner Magic Quadrant for Conversational AI Platforms. This is important because it marks the first time the company has been evaluated in this specific Magic Quadrant, validating its strategic focus on enterprise conversational AI.

While the 'Niche Player' designation suggests a more focused market presence compared to 'Leaders,' it confirms the company meets Gartner's critical criteria for both 'Ability to Execute' and 'Completeness of Vision.' For a financial analyst, this recognition strengthens the company's credibility as a strategic provider in the complex, multi-modal conversational AI space, especially as the market shifts toward conversation orchestration.

LivePerson, Inc. (LPSN) - PESTLE Analysis: Legal factors

You're operating in a conversational AI market where the legal landscape is changing faster than the technology itself. For LivePerson, Inc., the core legal challenge in 2025 isn't just adhering to existing data privacy laws, but rapidly adapting its Conversational Cloud platform to the new wave of global AI regulation, particularly the EU's strict new rules. Fail to adapt, and the financial exposure is significant; stay ahead, and you solidify your position as a trusted partner in regulated industries like finance and healthcare.

EU AI Act, effective in February 2025, imposes strict compliance and high fines (up to €35 million)

The European Union's Artificial Intelligence Act (AI Act) is a game-changer, and it's already impacting the business. The first compliance deadline, which banned 'unacceptable risk' AI systems, took effect on February 2, 2025. More critically for a General Purpose AI (GPAI) provider like LivePerson, the penalty regime for non-compliance became effective on August 2, 2025. This is defintely a 'GDPR on steroids' situation.

The fines are substantial and designed to be dissuasive. For infringements related to prohibited AI practices-which could include certain uses of LivePerson's AI in high-risk applications-the administrative fines can reach up to €35 million or 7% of the company's total worldwide annual turnover, whichever is higher. For other infringements, like failing to meet transparency obligations for GPAI models, the fine is up to €15 million or 3% of global turnover. The near-term risk is real, as the Q1 2025 earnings report noted that new approval gates for AI risk and compliance shifted some deals into the second quarter, delaying near-term revenue.

EU AI Act Compliance Risk (2025)	Infringement Type	Maximum Fine
Prohibited AI Systems	Non-compliance with ban (e.g., social scoring)	Up to €35 million or 7% of global annual turnover
Other Obligations	Infringement of transparency/documentation rules (e.g., GPAI models)	Up to €15 million or 3% of global annual turnover

Mandatory compliance with major data security standards like GDPR, HIPAA, and PCI DSS 3.2.1

As a provider of conversational AI to major enterprises, especially in highly regulated sectors, LivePerson must maintain a complex web of global and US-specific data security and privacy certifications. This is not optional; it's the cost of doing business with large customers. One clean one-liner: Compliance is the product.

The company maintains compliance with the EU's General Data Protection Regulation (GDPR) and, in the US, the Health Insurance Portability and Accountability Act (HIPAA) by executing Business Associate Agreements (BAAs) with its healthcare clients. Furthermore, LivePerson is compliant with the latest Payment Card Industry Data Security Standard, PCI DSS 4.0. The best practice requirements for version 4.0 officially became mandatory on March 31, 2025, requiring continuous validation of controls that protect cardholder data.

Here's the quick math on the operational cost of compliance: General and Administrative Expenses, which house a significant portion of legal and compliance overhead, decreased sharply by 38% to $11.0 million in Q3 2025, largely due to a reduction in legal costs. This suggests a successful, but costly, effort to streamline legal operations after a period of high expenditure.

Ongoing need to protect intellectual property in a rapidly evolving AI market

Protecting the proprietary algorithms and trade secrets that power the Conversational Cloud is paramount. The company's history shows a strong, litigious defense of its intellectual property (IP). In a landmark case, LivePerson successfully sued a competitor,7.ai, for trade secret theft and unfair competition.

The jury in that case awarded LivePerson over $30 million in damages, including nearly $24 million in punitive damages. This successful defense sends a clear signal to the market that the company will aggressively protect the significant investments it has made in its core AI technology. The continuous development of AI guardrails, a key focus in 2025, is both a product feature and an IP protection strategy.

Annual mandatory security and Code of Conduct training for all employees

The human element remains the weakest link in any security chain, so mandatory, recurring training is a core legal and compliance defense. LivePerson requires all employees, including full-time staff, part-time workers, and consultants, to complete two critical annual training programs to mitigate internal risk:

• Complete mandatory annual Security Awareness training via an online portal.
• Finish annual Code of Conduct training, which includes anti-bribery and anti-corruption units.
• Pass an exam following the Code of Conduct training to confirm comprehension.

This systematic approach is essential for maintaining certifications like ISO 27001 and for minimizing the risk of a breach that could trigger massive fines under GDPR or HIPAA, where human error is a frequent cause of data leakage. If the training completion rate dips below 95% in any quarter, the operational risk profile rises immediately.

LivePerson, Inc. (LPSN) - PESTLE Analysis: Environmental factors

Awarded a PRIME rating by ISS ESG Rating for sustainability commitment.

You need to know where LivePerson stands in the crowded software sector on sustainability, and the ISS ESG Corporate Rating provides a clear benchmark. The firm has been awarded the PRIME status by ISS ESG, which is a strong signal.

What this status means is that LivePerson's overall Environmental, Social, and Governance (ESG) performance meets or exceeds the industry-specific Prime threshold. For the software industry, this indicates a clear commitment to material sustainability issues, putting the company among the best-in-class performers for its sector.

Cloud-based model helps customers reduce energy and material waste from physical call centers.

The core of LivePerson's environmental advantage is its cloud-based Conversational AI platform. By moving customer interactions to digital channels and the cloud, the company fundamentally minimizes the need for traditional, customer-owned infrastructure like physical call centers.

This shift directly helps customers reduce their energy use and material waste from running large, brick-and-mortar operations. It's a simple equation: less physical infrastructure means a smaller carbon footprint for the end-user. LivePerson itself is a 'remote first' company, which has allowed it to eliminate nearly all office space and associated employee commutes, further reducing its own direct carbon footprint.

Here's the quick math on the infrastructure shift: In the first quarter of 2025 alone, LivePerson incurred IT infrastructure realignment costs of $0.1 million related to consolidating and migrating data centers to the cloud, showing a tangible financial investment in this environmental strategy.

Leverages primary cloud partners targeting carbon-free or climate-neutral operations by 2030.

LivePerson recognizes its environmental impact is largely tied to its third-party data center providers, so it's smart that they tie their strategy to their partners' aggressive goals. Their primary partners are committed to operating on either carbon-free energy or being climate-neutral by 2030.

This commitment helps LivePerson minimize its own Scope 3 emissions (indirect emissions from the value chain) and reduce energy consumption without having to build out its own green data centers. It's a classic risk-transfer strategy that still yields a positive environmental outcome. They defintely use their partners' scale.

These primary third-party data center providers employ crucial environmental practices, including:

• Using adaptive control systems to reduce power consumption.
• Adhering to ASHRAE thermal guidelines to lower power for cooling.
• Utilizing cold/hot aisle containment for more efficient cooling.
• Employing clean and reliable energy sources, such as fuel cells.

Corporate sustainability priorities focus on People, Environment, and Governance (ESG).

LivePerson's formal Corporate Sustainability structure focuses on the three pillars of ESG. The Environment pillar is managed through a formal Environmental Policy that articulates a commitment to minimizing the ecological footprint.

Right now, their main environmental action is undertaking carbon assessments to better understand and subsequently mitigate their carbon footprint, which is a necessary first step for setting verifiable targets. Also, they have an annual compliance training that includes modules on sustainability, which helps ingrain these values across the organization.

Their Environmental Policy strives for several clear, actionable goals:

Priority Area	Actionable Goal
Waste Management	Minimize waste and then re-use or recycle as much of it as possible.
Energy & Water Usage	Minimize energy and water usage in buildings to conserve supplies.
Natural Resources	Minimize consumption of natural resources, especially nonrenewable ones.
Procurement	Purchase and use products and services aimed at minimizing damage to the environment.