Your Frontline Employees Hold The Keys To Improving Your Customer Experience

Mar 23, 2017

Forbes | Adrian Swinscoe

The business world is abuzz at the moment with lots of talk of artificial intelligence and it’s potential applications, particularly when it comes to the use of tools like neural networks.

But, what is a neural network? Well, first of all neural networks are properly known as artificial neural networks (ANNs) and these are commonly described as‘ an interconnected system of neurons, as in the brain or other parts of the nervous system’.


Lifesize, a provider of video, audio, & web conferencing solutions, transformed their Net Promoter Score (NPS) from – 4 to a score of +80 and the performance of their business over the course of 730 days by interviewing customers, suppliers, resellers, partners and employees to establish what was going on, what was wrong and what they should fix.