LivePerson is a publicly held American technology company that develops products for online messaging, marketing, and analytics.

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LivePerson
LivePerson
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LivePerson
LivePerson
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  • ResearchBanking was once centered around the physical branch, which customers had to physically visit for deposits, withdrawals, and basically any banking activity. But with the evolution of banking to digital, is the branch even relevant any more, and will banks -- as increasingly “virtualized” digital entities -- face new challenges, for example from giants in the tech world.  Read more

LivePerson
LivePerson
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  • Robert LoCascioIn 2017, bots are finally becoming widely seen, though rarely successful, in commercial deployments. Brands, in droves, are implementing AI and chatbot technologies in customer care operations. This chatbot revival, however, has unfortunate shades of the “virtual agents” of the 1990s, which were by all accounts (and I used many of them) a massive disappointment, with failure rates o...

LivePerson
LivePerson
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LivePerson Report - Connecting with Customers Report 2013

 
LivePerson
LivePerson
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LivePerson
LivePerson
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LivePerson
LivePerson
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LivePerson Whitepaper - Online Banking: Best Practices for Re-Creating the In-Branch Experience Online

 
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LivePerson
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Meaningful Connections Score

 
LivePerson
LivePerson
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LivePerson
LivePerson
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Financial Services

 
LivePerson
LivePerson
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  • ResearchAmazon’s “Prime Day” is the company’s answer to Black Friday and Cyber Monday, when Amazon offers discounts and puts items on sale that are not typically discounted. It started in 2015, and the coming Prime Day, on July 11, will be its third year of existence.  This year’s big push is for “voice commerce” — that is, getting consumers to place orders via Alexa. Amazon is offering special de...

LivePerson
LivePerson
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  • LivePersonThis year marked the third annual Outstanding Employee Awards (OEA), LivePerson’s peer-nominated recognition program.  Not only were award winners recognized throughout the company as top performers, but they were also sent on an amazing trip as a special “thank you” from LivePerson. Our first year, we traveled to Riviera Maya, Mexico, which was followed the next year by a trip to Barcel...

LivePerson
LivePerson
Blog Post
  • Rurik BradburyTraditionally, most brands’ customer service is done via phone, with a small shift in recent years towards email and live chat. These new options have allowed customer care agents to operate more efficiently, helping multiple customers at once -- as opposed to one at a time with traditional voice.  MessagingRead more

LivePerson
LivePerson
Blog Post
  • ResearchLivePerson recently conducted a survey to uncover what consumers wanted from their preferred airlines in terms of customer service communications. After surveying 1,200 US-based consumers age 18+ who travel four or more times a year, we found that messaging plays a key role in increasing the overall satisfaction consumers feel with their preferred airlines.Read more

LivePerson
LivePerson
Blog Post
  • Robert LoCascioWhen you’re trying to get in touch with a friend to make plans, how do you do it? E-mail, text, Facebook? What you probably don’t do nowadays is call them. Why, then, are we still forced to communicate with brands through an 800 number? At one time, call centers were the only interactive connection between consumers and brands, aside from the in-store experience, and often, in-store...

LivePerson
LivePerson
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LivePerson
LivePerson
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LivePerson
LivePerson
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  • Rurik BradburySince the creation of the concept of robots, they have usually been imagined as humanoid creatures, modeled after our own appearance: head, torso, arms, legs and, so on. Even though there’s no good reason why robots should have those things, people tend to imagine the future by taking a facsimile of what we know today and projecting something very similar in the future, with an added...

LivePerson
LivePerson
Blog Post
  • Rurik BradburyBradford Cross, a founding partner at machine learning and big data venture capital fund DCVC, wrote an interesting post on his blog about the impending end to today’s bots hype period, including one section called “Bots Go Bust.” He is right in the sense that hopes for bots will soon crash to Earth, the fRead more

LivePerson
LivePerson
Blog Post
  • Steve FitzjohnIn the past 150 years of telephone technology, there are three landmark dates: 1876, when A. G. Bell first shouted, ‘Mr. Watson, come here’ into a mouthpiece; 1984, when Motorola introduced the first mobile phone; and 2007, when smartphones went mainstream.Read more

LivePerson
LivePerson
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  • Robert LoCascioWhen it comes to technology, change is constant and rapid. However, while consumers adopt new gadgets, platforms, and services quickly, why do established brands scramble to keep up?Read more

LivePerson
LivePerson
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  • LivePersonFrom DMing on social media, text messaging, and Snapchatting to traditional phone calls and emailing, the ways to connect with others are growing. But which method is preferred? LivePerson research has revealed that consumers rank text messaging as #1.Read more

LivePerson
LivePerson
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  • LivePersonPeople are constantly connected through social media. For years, brands have tried to join this cultural shift by using social platforms as another vehicle for customer service. But LivePerson research on the topic reveals that brands are ineffective in these spaces, as consumers prefer messaging to social media when they need to resolve an issue.Read more

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LivePerson
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