LivePerson Recognized in the 2025 Gartner® Competitive Landscape: Digital Customer Service
LivePerson (NASDAQ: LPSN), a leader in trusted enterprise conversational AI and outcome-driven digital transformation, has been included in the Gartner "Competitive Landscape: Digital Customer Service" report for 2025. This recognition highlights the company's role in supporting evolving customer engagement needs, such as conversation orchestration and channel-less experiences.
Key Market Trends and LivePerson's Strategy
According to the report, vendors from CCaaS, CRM CEC, and DCS markets are innovating to meet new demands. John Sabino, CEO of LivePerson, stated, "The market is evolving beyond siloed channels toward seamless, orchestrated conversations. Our connected experience platform is built for this future, providing an open platform that empowers brands to automate, personalize, and scale engagement across all digital touchpoints."
LivePerson's open platform approach enables enterprises to integrate with existing CRM and CCaaS systems without requiring a complete replacement. The company's strategy aligns with several critical market trends:
- Omnichannel Conversation Orchestration: The shift focuses on managing continuous conversations across channels, treating the dialogue as the core unit of interaction rather than individual channels.
- AI-first Approach: AI is now essential for scaling conversations, enabling automation, and personalization. LivePerson's platform supports bring your own LLM flexibility, a key capability noted in the report.
- Composability and Open Platforms: Emphasis on API-first architectures allows businesses to build tailored solutions and enhance existing technology stacks, which is central to LivePerson's strategy.
With recent innovations in AI agents and synthetic customers, LivePerson positions itself as a strategic partner for digital transformation, focusing on tangible business outcomes like measurable ROI, efficiency improvements, and CSAT gains.
About LivePerson
LivePerson is recognized for its award-winning Conversational Cloud platform, which powers nearly a billion conversational interactions monthly. It provides rich data analytics and safety tools to leverage conversational AI for better business results. Fast Company has named LivePerson the #1 Most Innovative AI Company in the world.
Source: Gartner Research, Competitive Landscape: Digital Customer Service, By Ajit Patankar, Brian Doherty, etc., August 2025.
GARTNER is a registered trademark of Gartner, Inc. and is used with permission. Gartner does not endorse any vendor or product.
Comments
Join Our Community
Sign up to share your thoughts, engage with others, and become part of our growing community.
No comments yet
Be the first to share your thoughts and start the conversation!