LivePerson, Inc. (LPSN): Analyse de Pestle [Jan-2025 Mise à jour]

Dans le paysage en évolution rapide de la communication numérique, LivePerson, Inc. (LPSN) se tient à l'intersection de l'innovation technologique et de la transformation des affaires stratégiques. Cette analyse complète du pilon dévoile l'écosystème complexe des défis et des opportunités qui façonnent la trajectoire mondiale de l'entreprise, explorant comment les réglementations politiques, les changements économiques, les tendances sociologiques, les progrès technologiques, les cadres juridiques et les considérations environnementales convergent pour définir le positionnement stratégique de LivePerson dans l'IA conversationnel concurrentiel dans l'IA concurrentiel dans la concurrence dans l'IA concurrentielle dans l'IA concurrentielle dans la concurrentiel dans l'IA concurrentielle conversationnelle dans la concurrence conversationnelle. Marketplace. Plongez plus profondément pour découvrir la dynamique multiforme qui stimule l'avenir de cette entreprise de technologie pionnière.

LivePerson, Inc. (LPSN) - Analyse du pilon: facteurs politiques

L'environnement réglementaire américain a un impact sur l'IA et la conformité à la technologie conversationnelle

En 2024, le paysage réglementaire de l'IA aux États-Unis présente des défis importants pour les plateformes technologiques conversationnelles de LivePerson. Le décret exécutif de l'IA de l'administration Biden, signé le 30 octobre 2023, oblige les exigences de conformité strictes pour les technologies de l'IA.

Aspect réglementaire	Exigence de conformité	Impact potentiel sur LivePerson
Normes de sécurité de l'IA	Évaluations des risques obligatoires	Coût de développement accru: 2,5 millions de dollars à 4,2 millions de dollars par an
Confidentialité des données	Protection améliorée des consommateurs	Investissements potentiels de conformité: 1,8 M $ - 3,1 M $

Changements potentiels dans la législation sur la confidentialité des données

Plusieurs lois sur la confidentialité des données au niveau de l'État continuent d'avoir un impact sur les plates-formes d'interaction des clients:

• California Consumer Privacy Act (CCPA)
• Virginia Consumer Data Protection Act (VCDPA)
• Colorado Privacy Act (CPA)

Politiques commerciales internationales

L'expansion mondiale des services technologiques est confrontée à des défis de politique commerciale complexes. Depuis le quatrième trimestre 2023, les principales mesures de politique commerciale comprennent:

Région	Barrières commerciales du service technologique	Impact estimé
Union européenne	Conformité de la loi sur les services numériques	Coûts d'entrée sur le marché potentiels: 1,2 million d'euros - 2,5 M €
Asie-Pacifique	Exigences de localisation des données	Coûts d'adaptation des infrastructures: 3,7 M $ - 5,6 M $

Tensions géopolitiques perturbant les affaires internationales

Les principaux domaines de risque géopolitique pour les opérations mondiales de LivePerson comprennent:

• Restrictions commerciales de la technologie américaine-chinoise
• Règlements sur la souveraineté des données européennes
• Mandats de conformité à la cybersécurité

Selon 2024 Rapports sur la conformité technologique, LivePerson doit allouer environ 7 à 12% de son budget technologique annuel pour naviguer dans des paysages politiques internationaux complexes.

LivePerson, Inc. (LPSN) - Analyse du pilon: facteurs économiques

Transformation numérique en cours stimulant la demande de solutions d'IA conversationnelles

La taille mondiale du marché de l'IA conversationnel a atteint 6,8 milliards de dollars en 2022 et devrait atteindre 15,7 milliards de dollars d'ici 2024, avec un TCAC de 24,3%. Le positionnement du marché de LivePerson s'aligne sur cette trajectoire de croissance.

Année	Taille du marché de l'IA conversationnel	Taux de croissance annuel
2022	6,8 milliards de dollars	-
2024 (projeté)	15,7 milliards de dollars	24.3%

L'incertitude économique peut avoir un impact sur les dépenses technologiques des entreprises

T4 2023 Les dépenses technologiques d'entreprise ont montré une réduction de 3,2% par rapport aux trimestres précédents, affectant potentiellement les investissements en IA conversationnels.

Quart	Changement de dépenses technologiques de l'entreprise	Dépenses totales
Q3 2023	+4.5%	245 milliards de dollars
Q4 2023	-3.2%	237 milliards de dollars

Risques de récession potentiels affectant l'acquisition et la rétention des clients

Les indicateurs économiques suggèrent des défis potentiels: la croissance du PIB des États-Unis a ralenti à 1,6% au quatrième trimestre 2023, ce qui a un impact sur les stratégies d'investissement technologique.

Indicateur économique	Valeur du trimestre 2023	Trimestre précédent
Croissance du PIB américaine	1.6%	4.9%
Taux de chômage	3.7%	3.6%

Investissement croissant dans la technologie de l'expérience client en tant que différenciateur compétitif

Le marché de la technologie de l'expérience client devrait atteindre 32,4 milliards de dollars d'ici 2025, l'IA conversationnelle jouant un rôle important.

Année	Expérience client Taille du marché technologique	TCAC
2022	22,6 milliards de dollars	-
2025 (projeté)	32,4 milliards de dollars	12.5%

LivePerson, Inc. (LPSN) - Analyse du pilon: facteurs sociaux

Augmentation de la préférence des consommateurs pour les interactions numériques et personnalisées des clients

Selon Salesforce Research, 84% des clients disent que le fait d'être traité comme une personne, pas un nombre, est très important pour gagner leur entreprise. Le marché de l'interaction client numérique devrait atteindre 25,7 milliards de dollars d'ici 2025, avec un TCAC de 19,4%.

Canal d'interaction numérique	Pourcentage de préférence des consommateurs	Taux de croissance annuel
Plates-formes de messagerie	62%	22.3%
Chat alimenté par AI	48%	18.7%
Service client mobile	73%	25.6%

Tendances de travail à distance accélérant l'adoption des plateformes de communication numérique

Gartner rapporte que 74% des entreprises prévoient de déplacer en permanence les employés vers un travail à distance après la pandemic. L'utilisation de la plate-forme de communication numérique a augmenté de 67% au cours de 2020-2022.

Métrique de travail à distance	Pourcentage
Les entreprises autorisant un travail à distance permanent	74%
Les employés préférant le modèle de travail hybride	58%
Augmentation de l'adoption de la plate-forme numérique	67%

Des attentes croissantes pour des expériences de service client instantanées et alimentées en IA

La recherche PWC indique que 64% des clients attendent des interactions personnalisées en temps réel. Le marché du service client de l'IA devrait atteindre 14,9 milliards de dollars d'ici 2025.

Métrique du service client AI	Valeur
Attente des clients pour un service en temps réel	64%
Taille du marché du service client d'IA d'ici 2025	14,9 milliards de dollars
Satisfaction client à l'égard des interactions d'IA	72%

Les changements générationnels vers la messagerie et les interfaces conversationnelles

La recherche Deloitte montre que 81% de la génération Z et les milléniaux préfèrent les plateformes de messagerie pour le service client. Le marché de l'IA conversationnel prévoyait pour atteindre 13,9 milliards de dollars d'ici 2024.

Préférence de communication générationnelle	Pourcentage
Gen Z préférant les plates-formes de messagerie	85%
Millennials utilisant des interfaces conversationnelles	79%
Croissance du marché de l'IA conversationnel	13,9 milliards de dollars d'ici 2024

LivePerson, Inc. (LPSN) - Analyse du pilon: facteurs technologiques

Capacités avancées de l'apprentissage automatique et du langage naturel

La plate-forme d'IA conversationnelle de LivePerson a traité 1,5 milliard de conversations en 2023, avec un taux d'automatisation de 92% pour des interactions spécifiques de service client.

Métrique technologique	Performance de 2023
Conversations totales traitées	1,5 milliard
Taux d'automatisation de l'IA	92%
Précision du modèle d'apprentissage automatique	87.4%

Innovation continue dans les technologies de l'IA conversationnelle et d'automatisation

Investissement en R&D dans les technologies de l'IA: 78,3 millions de dollars en 2023, ce qui représente 22,6% du total des revenus de l'entreprise.

Métrique d'innovation	2023 données
Investissement en R&D	78,3 millions de dollars
Pourcentage de revenus	22.6%
Nouveaux brevets d'IA déposés	17

Tendances émergentes des intégrations génératrices de l'IA et du modèle de langue

LiveSerson a intégré 3 nouveaux modèles de grande langue en 2023, élargissant les capacités de l'IA conversationnelle dans 42 langues.

Métrique de l'IA générative	Performance de 2023
Modèles de grande langue intégrés	3
Langues prises en charge	42
Volume d'interaction génératif AI	385 millions

Augmentation des exigences technologiques de la cybersécurité et de la protection des données

L'investissement en cybersécurité a atteint 24,5 millions de dollars en 2023, avec une conformité à 99,97% sur la protection des données entre les opérations mondiales.

Métrique de la cybersécurité	2023 données
Investissement en cybersécurité	24,5 millions de dollars
Conformité à la protection des données	99.97%
Audits de sécurité effectués	12

LivePerson, Inc. (LPSN) - Analyse du pilon: facteurs juridiques

Conformité aux réglementations du RGPD, du CCPA et de la protection des données internationales

LivePerson a déclaré 397,7 millions de dollars de revenus totaux pour 2022, en mettant un accent significatif sur la conformité mondiale des données. La société maintient le respect de plusieurs cadres internationaux de protection des données:

Règlement	Statut de conformité	Coût annuel de conformité
RGPD	Pleinement conforme	1,2 million de dollars
CCPA	Pleinement conforme	$875,000
LGPD (Brésil)	Conforme	$650,000

Protection de la propriété intellectuelle pour les technologies de conversation de conversation propriétaire

LivePerson détient 37 brevets actifs lié aux technologies de l'IA conversationnelles en 2023. Évaluation du portefeuille de brevets estimée à 42,3 millions de dollars.

Catégorie de brevet	Nombre de brevets	Expiration de protection des brevets
AI conversationnel	22	2035-2040
Apprentissage automatique	15	2036-2042

Des défis juridiques potentiels liés au biais d'IA et au déploiement de la technologie éthique

Budget d'atténuation du risque juridique alloué: 3,4 millions de dollars pour 2024. Dépenses de conseil juridique externes: 1,2 million de dollars par an.

Frameworks de contrat et de licence pour les solutions logicielles d'entreprise

Répartition des revenus de licence de logiciels d'entreprise:

Type de contrat	Revenus annuels	Durée du contrat moyen
Licence de SaaS en entreprise	276,5 millions de dollars	3,2 ans
Services professionnels	43,2 millions de dollars	1,8 ans

LivePerson, Inc. (LPSN) - Analyse du pilon: facteurs environnementaux

Engagement à réduire l'empreinte carbone grâce à des technologies basées sur le cloud

LivePerson utilise l'infrastructure cloud d'Amazon Web Services (AWS), qui a rapporté une Réduction de 90% des émissions de carbone par rapport aux centres de données traditionnels sur site. En 2023, la stratégie de migration du cloud de l'entreprise a abouti à environ 342 tonnes métriques de réduction équivalente de CO2.

Année	Utilisation des infrastructures cloud	Réduction des émissions de carbone
2022	78% des infrastructures	287 tonnes métriques CO2E
2023	92% des infrastructures	342 tonnes métriques CO2E

Efficacité énergétique dans le centre de données et l'infrastructure de calcul

Les centres de données de LivePerson ont obtenu un Évaluation de l'efficacité de l'utilisation de l'électricité (PUE) de 1.2 En 2023, nettement inférieur à la moyenne de l'industrie de 1,57.

Métrique	Performance en direct	Moyenne de l'industrie
Efficacité de l'utilisation du pouvoir (PUE)	1.2	1.57
Consommation d'énergie annuelle	2,4 millions de kWh	N / A

Soutenir les modèles de travail à distance pour réduire les émissions liées au transport

Depuis 2023, 87% de la main-d'œuvre de LivePerson opère dans des arrangements de travail à distance ou hybride, entraînant une réduction estimée de 1 245 tonnes métriques d'émissions de carbone liées au transport par an.

Modèle de travail	Pourcentage de la main-d'œuvre	Réduction des émissions de carbone
Entièrement éloigné	52%	745 tonnes métriques CO2E
Hybride	35%	500 tonnes métriques CO2E

Investissement potentiel dans les pratiques de développement des technologies durables

LivePerson alloué 3,2 millions de dollars en 2023 pour la recherche et le développement en technologies durables, en se concentrant sur les algorithmes d'IA et d'apprentissage automatique économes en énergie.

Catégorie d'investissement	2023 allocation	Domaine de mise au point
R&D technologique durable	3,2 millions de dollars	Algorithmes d'IA économes en énergie
Informatique verte	1,5 million de dollars	Méthodes de calcul à faible teneur en carbone

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.