Going All-In on Performance Enablement with LivePerson
Revolutionizing the Employee Experience With Betterworks
LivePerson is the enterprise leader in digital customer conversations that help brands embrace automation-empowered customer experiences — serving world-leading brands like HSBC, Chipotle, and Virgin Media.
Technology
Employees
1,000+
Key Outcomes
Achieved an 85% adoption rate of OKRs within 45 days, streamlining goal-setting processes.
Enabled data-driven talent development with Betterworks Advanced Analytics for targeted growth.
Enhanced feedback and performance conversations and goal creation with AI-driven tools, improving manager-employee interactions and simplifying feedback and goal-setting.
I’ve never used a system that would tie in performance reviews and talent assessments. It gives us the ability in the future to collect all this data, have conversations with leaders that will allow us to set our 9-box, make sure that it’s calibrated, and ensure that we know where we have talent and where we have gaps. Then we can start building programs to help support talent development — something we haven’t done here before.’
Deanna LaPierre
Senior Director of Talent Development, LivePerson
Data-Driven Talent Development
After test-driving HR and, specifically, performance platforms, LivePerson’s employees and key stakeholders were looking for more effective performance management tools. So when an initiative surfaced to revamp OKRs, Deanna saw an opportunity. They would bring in a solution with a strong reputation in goals management — which could also support their ambitions to deliver true performance enablement. That solution was Betterworks.
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.
LivePerson identified three areas it needed to address:
Revamp an outdated performance management system
Integrate AI and data analytics for effective talent development and feedback
Enhance goal-setting and OKR adoption
Holistic, intuitive, scalable performance enablement
With so much in-house tech savviness, the LivePerson team wanted a leading-edge solution for its 1,000-plus employees located in 19 countries — one that would deliver a consumer-grade user experience and the latest advances in AI and data analytics.
For Deanna, 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. She and Talent Development Manager Matthew Meech were able to bring Betterworks on board.
Betterworks in Action
Betterworks Conversations provide employees with the right level of feedback and the opportunity to have structured and unstructured conversations with their managers.
Betterworks Feedback Assist, Feedback Summary, and Goal Assist help managers simplify the feedback process and employees improve goal quality.
Betterworks Advanced Analytics helps LivePerson understand where to invest, track progress, and focus development efforts.
The user interface has been quite easy for people. It’s like a two-click process, for example, with conversations. 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
Pioneering AI in feedback
As an AI company, LivePerson was especially excited about the AI capabilities in the Betterworks platform.
Betterworks Feedback Assist and Feedback Summary tools will help managers scale by simplifying the feedback process. Managers who must provide feedback to numerous stakeholders can speed the process by using AI to quickly get a comprehensive, accurate summary backed by examples and review the source data if needed.
This can help reinforce their version, ensure that employees understand the assessment, and encourage team members to take advantage of the tool’s functionality, Matthew says. Employees use Goal Assist to more easily create high-quality, measurable goals.
Achievements
Achieved an 85% adoption rate of OKRs within 45 days, streamlining goal-setting processes.
93% of employees have completed their reviews, with more coming in.
External kudos for its bold and pioneering approach include winning the 2024 Empower HR Impact Award.
Dreaming big and jumping into change
LivePerson is using every part of the Betterworks platform. Through the Calibration module, the company has created an all-in-one performance and talent review process. This, in turn, provides strategic information to help identify top performers, high-potential employees, key talent, and individuals in critical roles.
LivePerson also used Betterworks to test a bespoke 360° feedback process to support leaders and high-potential team members in their growth and development, adding value to the organization.
Learn how Betterworks can help you streamline performance management and remove barriers for better business outcomes.
