UNITED STATES SECURITIES AND EXCHANGE COMMISSION WASHINGTON, D.C. 20549 FORM 10-Q (Mark One) ☒ QUARTERLY REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934 For the quarterly period ended March 31, 2025 or ☐ TRANSITION REPORT PURSUANT TO SECTION 13 OR 15(d) OF THE SECURITIES EXCHANGE ACT OF 1934 For the transition period from __________ to __________. Commission File Number: 000-30141 LIVEPERSON, INC. (Exact name of registrant as specified in its charter) Delaware 13-3861628 (State ...

LivePerson, Inc. (NASDAQ:LPSN) Q1 2025 Earnings Conference Call May 7, 2025 5:00 PM ET Thank you, Jamie. Joining me on today's call is John Sabino, CEO, and John Collins, CFO and COO. Please note that during today's call, we'll make forward-looking statements, which are predictions, projections, and other statements about future results. These statements are based on our current expectations and assumptions as of today, May 7th, 2025, and are subject to risks and uncertainties. Actual results may differ mat ...

LivePerson (LPSN) Q1 2025 Earnings Call May 07, 2025 05:00 PM ET Speaker0 Good afternoon, ladies and gentlemen. Thank you for standing by. Welcome to First Quarter twenty twenty five Earnings Conference Call. My name is Jamie and I will be your conference operator today. At this time, all participants are in a listen only mode. After the prepared remarks, the management team from LivePerson will conduct a question and answer session and the conference participants will be given instructions at that time. To ...

Earnings Call Supplemental Slides First Quarter 2025 John Sabino, Chief Executive Officer John Collins, Chief Financial Officer and Chief Operating Officer May 7, 2025 Disclaimer This presentation as well as the associated earnings release and earnings call contain and will contain forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended and Section 21E of the Securities Exchange Act of 1934, as amended. You can generally identify forward-looking statements by o ...

LivePerson Announces First Quarter 2025 Financial Results -- Total Revenue of $64.7 million, above the midpoint of our guidance range -- -- Adjusted EBITDA above the high-end of our guidance range -- NEW YORK, May 7, 2025 -- LivePerson, Inc. (NASDAQ: LPSN) ("LivePerson" the "Company", "we" or "us"), a leading provider of trusted enterprise conversational AI and outcome-driven digital transformation, today announced financial results for the first quarter ended March 31, 2025. "We continue to observe growing ...

-- Total Revenue of $64.7 million, above the midpoint of our guidance range ---- Adjusted EBITDA above the high-end of our guidance range  --NEW YORK, May 7, 2025 /PRNewswire/ -- LivePerson, Inc. (NASDAQ: LPSN) ("LivePerson" the "Company", "we" or "us"), a leading provider of trusted enterprise conversational AI and outcome-driven digital transformation, today announced financial results for the first quarter ended March 31, 2025.Fourth Quarter HighlightsTotal revenue was $64.7 million for the first quarter ...

NEW YORK, April 23, 2025 /PRNewswire/ -- LivePerson, Inc. (Nasdaq: LPSN), a leading provider of trusted enterprise conversational AI and outcome-driven digital transformation, today announced the planned release of its first quarter financial results after the market close on Wednesday, May 7, 2025. CEO John Sabino and CFO & COO John Collins will host a conference call later that day, at 5:00 p.m. Eastern Time.The conference call will be simulcast live and can be accessed by logging onto the investor relati ...

Based on real customer reviews, LivePerson earns top accolades for AI agent, chatbot, conversational marketing, bot platform, live chat, and customer self-service capabilities NEW YORK, April 2, 2025 /PRNewswire/ -- LivePerson (Nasdaq: LPSN), a leading provider of trusted enterprise conversational AI and outcome-driven digital transformation, has been named as a Leader in G2's Spring 2025 Grid reports for AI Agents, Chatbots, Conversational Marketing, Bot Platforms, Live Chat, and Customer Self-Service. G2 ...

Customer Engagement and AI Solutions - LivePerson powers over one billion conversational interactions each month, enhancing customer engagement and driving revenue growth for brands[16]. - The LivePerson Platform enables agents to manage dozens of messaging conversations simultaneously, achieving labor efficiency gains of at least 200% compared to voice agents[21]. - The company’s AI-driven solutions have been shown to increase customer satisfaction scores by double-digit percentage points and improve sales conversion rates by double-digit percentages[29]. - LivePerson's Conversational AI, developed from billions of interactions, allows for real-time intent recognition and classification, enhancing customer service and marketing automation[36]. - The Conversational Flywheel framework helps brands improve customer engagement by analyzing conversational data and automating responses, leading to increased first-contact resolution rates[32]. - The platform supports billions of conversations across various industries, utilizing machine learning models to enhance conversational understanding and generative AI customization[53]. Market Position and Strategy - The company has established itself as a market leader in AI-enhanced customer interaction, focusing on technological innovation and enterprise-class capabilities[52]. - The company targets key markets including telecommunications, financial services, and healthcare, with a focus on expanding its presence in the U.S., Canada, Latin America, Europe, and APAC[39]. - LivePerson's cloud-based SaaS model offers lower up-front costs and faster implementation, providing significant advantages over traditional on-premise software[22]. - The platform integrates with over 40 APIs, facilitating robust integration into back-end systems and enabling custom program development[18]. - No single customer accounted for or exceeded 10% of total revenue for the years 2024, 2023, or 2022, indicating a diversified customer base[40]. Financial Performance and Risks - The company reported an accumulated deficit of $991.3 million as of December 31, 2024, indicating potential future losses[72]. - The company relies heavily on monthly and interaction-based fees for revenue, which may lead to revenue variability based on customer interactions[76]. - Customer retention is critical, as customers typically subscribe for a twelve-month term and can terminate with 30 to 90 days' notice, impacting revenue if significant customers leave[75]. - The company experiences significant fluctuations in quarterly revenue and operating results, influenced by customer demand and sales cycles[107]. - The sales cycle for the company's products can take several months, particularly for enterprise customers, complicating revenue predictions[98]. - The company has historically seen a disproportionate percentage of sales occur in the last month of each quarter, increasing revenue prediction uncertainty[99]. Technology and Infrastructure - The company is migrating its technology infrastructure to the public cloud, enhancing scalability and service quality[56]. - The transition to a public cloud infrastructure is underway, but it poses risks such as service interruptions, data loss, and increased costs, which could negatively impact operations[91]. - The company is investing in infrastructure, research and development, and customer support to scale operations, which will increase the cost base and may affect future profitability[78]. Competition and Market Challenges - The company faces competition from various technology providers, including eGain, Genesys, and Salesforce.com, which could impact market share[58]. - The competitive landscape for mobile and online business messaging is intensifying, with significant pressure from existing competitors and new entrants[123]. - Economic downturns in key industries such as telecommunications and financial services could adversely affect the company's business and financial condition[129]. Regulatory and Compliance Risks - The company is subject to various regulatory risks, including privacy and data protection laws, which could adversely affect its business operations[9]. - The company must comply with evolving U.S. and international privacy laws, which could increase operational complexity and costs, potentially leading to legal proceedings[162]. - The company is subject to the E.U. GDPR, which imposes fines up to €20 million or 4% of global annual revenue for noncompliance[163]. - The company faces potential penalties and operational impacts due to evolving U.S. state privacy laws, with comprehensive laws expected to be enacted between 2024 and 2026[168]. - Regulatory scrutiny of AI is increasing, which may necessitate modifications to AI-driven functionalities in the company's products and services[178]. Cybersecurity and Data Protection - The company is dependent on maintaining the security of its systems and those of third-party providers, with potential risks from cyber-attacks and data breaches[134]. - The transition to a remote workforce post-COVID-19 may increase cybersecurity risks, particularly from countries with higher rates of cybercrime[137]. - The company’s insurance coverage for cybersecurity risks may be insufficient to cover all losses from potential breaches[143]. - Security vulnerabilities and failures in service reliability could lead to significant legal and financial exposure, damaging the company's reputation[138]. Intellectual Property and Innovation - The company has a portfolio of patents and regularly files applications to protect its intellectual property, which is crucial for its business strategy[205]. - The company is investing in AI technologies, which are expected to grow, but faces challenges related to data quality and ethical implications[210]. - The evolving regulatory landscape regarding AI may increase operational costs and compliance risks, potentially affecting the adoption of AI solutions[211]. Legal and Operational Liabilities - Ongoing actions and potential legal liabilities could materially affect the company's financial condition and operational results[9]. - Legal liabilities may arise from the services provided through the company's technology platforms, which could result in negative publicity and significant defense costs[213]. - The company faces risks related to the technological capabilities of its services, including potential system failures and degraded response times due to increased customer interactions[154].

Financial Data and Key Metrics Changes - Revenue for Q4 2024 was $73.2 million, exceeding the high end of guidance, with full-year revenue at $312.5 million, also above guidance [19][20][46] - Adjusted EBITDA for Q4 was $8.1 million, above guidance, with full-year adjusted EBITDA at $24.1 million [19][20][46] - Recurring revenue constituted 94% of total revenue, with average revenue per customer increasing by 2% year-over-year to $625,000 [48][52] Business Line Data and Key Metrics Changes - Revenue from hosted services was $60.2 million, down 23% year-over-year, while professional services revenue was $13 million, also down 23% year-over-year [46][47] - Net revenue retention improved to 82% in Q4, up from 79% in Q3, driven by favorable timing of deals [49] Market Data and Key Metrics Changes - U.S. revenue was $48.4 million, representing 66% of total revenue, while international revenue was $24.8 million, making up 34% [48] - The company signed 39 deals in Q4, including 9 new logos and 30 expansions and renewals, with total deal value increasing by 18% quarter-over-quarter [43][44] Company Strategy and Development Direction - The company is focusing on three core pillars: enhancing go-to-market capabilities, innovating product offerings, and strengthening capital structure [10][13] - LivePerson aims to leverage AI-driven solutions to transform customer engagement from reactive to proactive, integrating AI automation throughout the customer journey [18][24] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in the groundwork laid in 2024, positioning the company for sustainable and profitable growth despite anticipated challenges in the first half of 2025 [19][40] - The company expects to see positive net new ARR in the second half of 2025 as it moves past the legacy renewal cycle [40][50] Other Important Information - The company has made significant advancements in AI capabilities, with a 17% sequential increase in customers using generative AI and a 37% increase in conversations utilizing the AI suite [28][31] - The partnership with Lynrock Lake has significantly enhanced the company's capital structure [13][50] Q&A Session Summary Question: Clarification on partner attach target for 2025 - The target is for 35% of total bookings value to be driven by partners, with steady improvement expected from previous years [60] Question: Insights on Avaya integration and partnerships with Cisco and Amazon - The Avaya partnership is progressing well, with a significant deal closed and more in the pipeline, while partnerships with Cisco and Amazon are aimed at expanding market reach [65][67] Question: Incremental spend on sales and marketing - There is no incremental investment relative to 2024; instead, the focus is on maintaining spending in sales and marketing while reducing costs in other areas [72] Question: Updates on debt situation and strategy - No updates or changes to the debt strategy were provided, but developments are expected as the year progresses [75] Question: Sustainability of gross margin increase - The increase in gross margin is influenced by reduced consulting costs and labor, but some pressure is expected in 2025 due to cloud migration costs [78][79] Question: Customer attrition and renewal cycle - The legacy renewal cycle is expected to end in the first half of 2025, with most customer losses occurring in Q1 [82] Question: System overhaul implications for customers - The company allows customers to retain existing contact center infrastructure while integrating best-in-class digital solutions [86]