LivePerson Unlocks Talent with AI-Powered Performance
COMPANY
LivePerson is a global technology company that develops conversational commerce and AI software to help brands with automation-empowered customer experiences. It has been named to Fast Company’s list of the World’s Most Innovative Companies.
INDUSTRY
Technology
EMPLOYEES COUNT AND COUNTRIES
1,000+ employees in 19 countries
HEADQUARTERS
New York, NY
Betterworks just seemed easier to use and easier to understand and integrate while also being a meaningful addition to our HR technology. We wanted something that was going to be a really light lift. We said, “If we’re going to get a system, we want Betterworks.
DEANNA LAPIERRE
Senior Director of Talent Development
LivePerson
Challenges
A Platform That Matches the Pace of Innovation
When Deanna LaPierre stepped in as senior director of talent development, she quickly identified a critical gap: LivePerson’s outdated performance management system wasn’t delivering the employee experience it wanted. The company sought a consumer-grade user experience and the latest advances in AI and data analytics to transform goal-setting, improve feedback and conversations, and develop top talent.
LivePerson identified three areas it needed to address:
Revamp an outdated performance management system to support a distributed, tech-savvy workforce
Enhance goal setting and OKR adoption for transparency and alignment across teams
Integrate AI and data analytics for effective talent management
Solution
When an initiative surfaced to revamp OKRs, Deanna saw an opportunity to bring in a solution with a strong reputation in goals management — which could also support their ambitions to deliver an AI-powered performance ecosystem. It was critical to have a platform that was holistic in its approach to performance enablement, easy to use, and able to scale in an intuitive way to meet the company’s growing needs. That solution was Betterworks.
Goals and Goal Assist
Organization-wide OKRs create alignment across global teams and enable employees to flexibly set both performance and developmental goals. AI Goal Assist helps employees develop high-quality, measurable goals in a fraction of the time.
Conversations
Simplified structured and unstructured performance conversations enable employees to receive the right guidance with an easy two-click process.
Feedback, AI Feedback Assist, and Feedback Summaries
Enables managers to consolidate feedback and use AI tools to deliver professional, fair, and thorough performance reviews, including bespoke 360 reviews — faster and with less effort.
Advanced Analytics
Dashboards show where to invest in talent, track development goals, and enable HR to prioritize new managers who may need additional help.
Calibration
An all-in-one performance and talent review process helps identify high-potential employees and key talent in critical roles, uncover talent gaps, and inform talent development programs.
The Betterworks platform has given us the tools to streamline engagement, and it doesn’t feel like a chore. Employees can come in, get it done, and move on knowing that they’ve done what they needed to do to the right level.
MATTHEW MEECH
Talent Development Manager
LivePerson
Results
LivePerson is able to collect comprehensive performance data, track progress, and target its development efforts, such as identifying employees for development and prioritizing assistance to new managers.
On-Time Reviews
93% on-time completion rate for performance reviews.
Scaling Manager Efficiency
50%-75% reduction in time spent on performance reviews — in as little as 15 minutes.
Stronger Goals, Faster
85% OKR adoption in the first 45 days, and higher-quality goals are set in less time with Betterworks AI Goal Assist.
Data-Driven Development
Easier identification of high-potential employees for training and development, and better support for managers through Betterworks Advanced Analytics.
Marrying Performance and Development
Betterworks Calibration informs LivePerson’s 9-box assessment and improves overall understanding of talent capabilities and gaps to support talent development.
Details
LivePerson’s culture is built around bold thinking, continuous innovation, and a commitment to making things easier for both customers and employees. That mindset has shaped their approach to performance enablement.
Connected performance and development
LivePerson now integrates performance reviews, goal tracking, and talent assessments in one system — giving leaders the insights they need to identify top talent and address gaps with confidence.
Scaled leadership with AI
Betterworks’ AI tools are helping managers deliver faster, higher-quality feedback and goal support, even in cross-functional, fast-paced environments.
Heightened employee confidence
The platform’s intuitive design helped employees quickly adopt a new performance model that feels easy, useful, and empowering.
Earned organizational buy-in
From senior leadership to individual contributors, the response has been enthusiastic — with Betterworks recognized as the right tool to drive meaningful, people-first conversations at scale.
The Bottom Line
One of Deanna’s favorite responses was from an employee to a LinkedIn post explaining how LivePerson invested in new performance software to help drive its business. “Oh, hell yeah!” the employee wrote. LivePerson has learned what’s possible when performance management becomes intuitive, people-centered, and data-driven.
Ready to scale performance while staying true to your culture?
