This month’s conversation: Continuous Innovation

From the desk of Kevin Meeks , LivePerson CCO

What does a genuine long-term commitment to enterprise digital innovation look like?

I recently had the privilege of experiencing such dedication, and sharing it with a room full of executives in London, via a conversation with Raz Khaliq , Digital Optimization Lead, of UK insurance giant Direct Line Group . DLG has been a LivePerson customer since 2005, long before any of us could have imagined the primitive cell phone in our pocket would one day allow us to message with our favorite brands. 

Raz highlighted the transformative impact of integrating WhatsApp as a customer service channel at Direct Line, enhancing the overall customer experience while leveraging Gen AI to boost operational efficiency. They are now expanding these initiatives further, continually using innovation to be a stand-out in a centuries-old industry. 

Becoming and remaining an innovator is not easy. To help our customers, our team is continually working on strategic guides and playbooks like our latest ebook “A modern, best-of-breed approach to CCaaS solutions.” Remaining compliant while navigating AI in the contact center and beyond is another hot topic for our enterprise customers. We recruited AI law expert Barry Scannell , Partner at WILLIAM FRY LLP , to advise our customers at the London event. That discussion proved so valuable, we asked Barry to join us in a webinar to make the content useful for a broader audience.   

I trust you will find this collection of insights valuable, and that all of you in the Northern Hemisphere can enjoy some well-deserved rest and relaxation this summer as we prepare for the next wave of innovation ahead!

Looking forward to continuing the conversation next month,

--Kevin Meeks and the LivePerson team

It’s time to bring voice into the digital fold

8 out of 10 consumers are more likely to purchase from your business if their interactions are connected across phone and messaging platforms. But the idea of ripping and replacing your legacy contact center software sounds like a nightmare. Fortunately, you don’t have to. Read our book to learn how to take a modern, best-of-breed approach to CCaaS. 

Get your copy

Measure your innovation success with a maturity model

If you’re serious about driving growth and innovation, it’s important not only to start moving in the right direction but also to keep measuring that movement. That’s where a maturity model comes in. Our CMO, Ruth Zive breaks down the value of a maturity model for innovative companies in her Fast Company article: “How to use a maturity model to shoot for the stars.”

Read the article

In case you missed it…

We’ve recently released quite a few new product capabilities and enhancements to the Conversational Cloud® in Q2.  

Here are a few of the highlights:

• Voice to Digital: Unify your voice and messaging conversations in a single digital platform.
• Conversation Orchestration: Intelligently create seamless and personalized conversational journeys
• Prompt Library enhancements: We’ve made some updates to help users get increased transparency and control within the Conversational Cloud Prompt Library.
• Secure Forms Studio: No need to reach out to the LivePerson team to create a secure form anymore. Our new Secure Forms Studio allows you to create customizable secure forms yourself. 

These are just a few of our new capabilities, catch up on all our latest product updates in this short video: 

Click here to watch the video or head to our Knowledge Hub to read more about all of our Q2 updates. 

How to make AI work for you

LivePerson’s CEO, John Sabino , recently joined Colette Stallbaumer , general manager at Microsoft 365 and Future of Work, and Jayesh Govindarajan , senior vice president of Salesforce AI, on a panel at Fast Company’s Most Innovative Companies Summit. Discussing the topic of AI in the enterprise, John shared his thoughts on how brands can close the AI gap by designing personalized customer models that make their customers feel valued.

Keep reading to learn more

Is your AI compliant?

Understand the latest regulations surrounding AI in our latest webinar: Mastering AI Compliance. With helpful tips from AI law expert, Barry Scannell, Partner at WILLIAM FRY LLP, you’ll leave this webinar with the knowledge (and a checklist) to set your team up for AI success. 

Watch on demand

Your new Tuesday routine

Keep up with the latest AI news in our podcast, Generation AI. Hosted by LivePerson experts - and interviewing leaders from companies like Virgin Media, IBM, Northwestern Mutual, and many more - this podcast hosts experts in data science, customer experience, and more who use AI to drive business outcomes. New episodes drop every other Tuesday.

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