Analyst coverage and market reports
LivePerson has consistently been recognized as an enterprise leader in digital customer service, conversational AI, generative AI, conversational intelligence, and related categories. Read about market trends and what leading experts have to say about LivePerson.
Recent LivePerson coverage
Gartner Guide
How to Modernize Your Customer Engagement Architecture
2024
Analyst: Ventse Derzhitski
Organizations must modernize their customer engagement architecture to meet expanding customer expectations and support a diversified service team. This research provides a guidance framework for application technical professionals responsible for this modernization effort. LivePerson is mentioned under specialist interaction technology.
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Gartner report
Hype Cycle for Banking Customer Experience
2024
Analyst: Jonathan Jackson
Financial services leaders can use this Hype Cycle to learn about the technologies and strategies necessary to bring contextual data to bear in customer journeys across all their channels. LivePerson is listed as a sample vendor under digital customer service in banking.
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Gartner REport
Hype Cycle for Digital Commerce
2024
Analyst: Sandy Shen
Organizations increasingly view digital commerce as essential to their future growth, but the capability gap to support business goals is widening. This Hype Cycle can help digital commerce leaders stay ahead of technology trends to support their technology investment decisions. LivePerson is listed as a sample vendor under guided selling assistants.
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Gartner guide
Market Guide for Digital Customer Service & Support
2023
Analysts: David Norrie, Bern Elliott & Steve Blood
This Market Guide identifies LivePerson as a notable vendor in the field of digital customer service. It focuses on solutions that orchestrate seamless conversations across digital channels, enhancing or replacing traditional customer service platforms. The guide serves as a resource for customer service and support technology leaders to evaluate vendors and understand the best digital customer service offerings available.
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Forrester report
Landscape for Digital Customer Interaction Solutions
2024
Analyst: Christina McAllister
This report provides guidance for selecting digital customer interaction solutions (DCISes), essential for orchestrating customer interactions, automating processes with AI, and scaling asynchronous communication. LivePerson is recognized as a notable vendor in this space, helping leaders understand potential benefits and make informed choices based on their specific needs and market focus.
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Gartner Guide
Market Guide for CAI
2024
Analysts: Bern Elliott & Gabriele Rigon
This Market Guide, which includes features as a recognized vendor, reviews the rapidly evolving conversational AI (CAI) market. It is designed to help applications and software engineering leaders navigate this space, evaluate various conversational AI options, and understand current trends in use cases and vendor capabilities.
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Forrester report
Landscape for Conversational AI for Customer Service
2023
Analyst: Max Ball
This report analyzes conversational AI tools for customer service, which can enhance service quality, reduce costs, and improve agent experiences. LivePerson is highlighted as a notable vendor, aiding leaders in understanding the potential value ofconversational AI and making informed decisions based on their specific requirements and market focus.
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Forrester report
Wave for Conversation Automation Solutions for B2B
2024
Analyst: Jesse Johnson
This report evaluates various vendors forB2B revenue marketing, highlighting LivePerson as a strong performer. LivePerson is praised for its distinctive capability to empower marketing, sales, and customer success teams to interact with large corporate data sets via text or voice bots, providing them with real-time insights essential for their roles.
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Forrester report
Landscape for Conversation Intelligence
2023
Analyst: Christina McAllister
This report focuses on conversation intelligence for customer service platforms, which enables the analysis of contact center conversations, automatic scoring of agent interactions, and enhancement of agent workflows. LivePerson is noted as a notable vendor, assisting leaders in understanding the benefits of conversation intelligence and exploring options tailored to their market focus and needs.
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Gartner guide
Market Guide for Conversational Intelligence
2023
Analysts: Uma Challa, Steve Blood & Dan O’Sullivan
This market guide, which includes LivePerson, details speech analytics platforms that facilitate the real-time and post-contact capture and analysis of service and support interactions. It explores key features and current trends in the market, providing customer service and support leaders with the necessary information to assess and select products that best fit their needs.
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Forrester report
How Generative AI Will Transform CRM
2023
Analysts: Kate Leggett & Rowan Curran
LivePerson is featured in this report for its innovative use ofgenerative AI in automating summaries in the Agent Workspace, illustrating practical applications of generative AI in improving front office operations
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Forrester report
The State of Conversational Commerce in US Retail, 2024
2024
Analysts: Sucharita Kodali, Christina McAllister, Nicole Murgia & Julie Ask
This report, featuring insights from LivePerson, analyzes the chat experiences of 100 US retailers across various sectors like fashion, electronics, travel, and quick-service restaurants. It evaluates how well retailers use conversational interfaces to engage customers throughout their shopping journey, helping them find information to make confident decisions.
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Forrester report
Landscape for B2B Conversation Automation
2023
Analyst: Jesse Johnson
This report evaluates B2B conversation automation solutions that help scale real-time audience engagement, orchestrate contextual interactions, and enhance precision and efficiency in lifecycle revenue marketing. LivePerson is featured as a researched vendor, providing leaders with insights to understand the potential value of these solutions and to choose options that best fit their market focus and size.
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Forrester report
Reimagine B2B Events with AI
2024
Analysts: Chantelle Fynn & Conrad Mills
This report recognizes how LivePerson’s AI assistants support marketers by automating tasks and ensuring secure, effective communications, simplifying the deployment of successful event solutions.
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Juniper Research
Conversational Commerce: Business Model Analysis, Value-Added Services & Market Forecasts 2023 – 2028
2023
Analyst: Molly Gatford
This report provides an overview of theconversational commerce market, focusing on how brands can adopt an omnichannel approach to enhance customer experience and increase ROI. LivePerson’s platform is featured and described as “cutting edge,” emphasizing its significant role in shaping market strategies.
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Aragon Research
Globe for Conversational AI 2024
2023
Analyst: Craig Kennedy
Aragon Research Globe™ recognizes LivePerson as a leader in its latest report on conversational AI, highlighting strengths like omnichannel support, no-code bot building with AI, generative AI, a robust partner network, AI-powered analytics, and Managed CCaaS. The report examines 21 major providers, focusing on the expanding use cases of conversational AI driven by advances in generative AI technologies.
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