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Graham Jarvis, Media-Insert Communications
Maidstone, Kent, United Kingdom
Managing Consultant, Managing Editor and Senior Journalist
Interests: Travel, literature, history, salsa dancing, hiking, genealogy, pool, various types of music, former member of the European-Atlantic Group, the arts and sciences.
Recent Activity
Journalist Graham Jarvis informs me that he tested live chat by using it to contact Click4Assistance – speaking to a representative called Amy. He says his experience demonstrates that there is more than one communication channel open to customers. “I was able to connect very quickly, without any hassle, and the agent responded very quickly”, he comments. Continue reading
Posted Apr 9, 2019 at Media-Insert Communications
To achieve this level of flexibility, there must be a move away from the current method of hand-cranking everything. It’s time to employ artificial intelligence (AI) and machine learning (ML) to provide a high level of automation abstraction to create flexible dynamic infrastructures. Continue reading
Posted Mar 28, 2019 at Media-Insert Communications
To establish its strategies for 2019, an organisation can nevertheless turn to data held in its Customer Relationship Management systems, and in a whole host of other databases to enable them to complete some data and trend analysis. This might involve some big data analysis to examine data stored in different places to gain a bigger picture of what could happen throughout the year. Continue reading
Posted Mar 28, 2019 at Media-Insert Communications
Gemma Baker, Marketing Executive at live chat solutions provider Click4Assistance, thinks that the majority of the high street is indeed moving online. “However, there are still some very powerful players left as mostly physical stores - Take Primark as an example, have an online presence that advertises their latest collections”, she says. Continue reading
Posted Mar 28, 2019 at Media-Insert Communications
Insurance isn’t the only sector that having to address changing customer expectations with the growth of digital technology. Retail is one the most demanding industries affected by higher customer expectations. They have to also keep up with seasonal demand and ensure they can keep customers satisfied during the busy periods of the year - such as Christmas. However, I wouldn’t say customer expectations are “way too high”, but they are certainly growing as we move further into the digital age, and so businesses need to adapt to them in order to survive. Continue reading
Posted Mar 28, 2019 at Media-Insert Communications
Chris Skinner, Co-Founder of the Financial Services Club, writes in the Finanser that ‘Banks without a digital core will fail.’ But what does he mean? He says that data is the key to disruption, and most people will agree with his statement. Continue reading
Posted Mar 28, 2019 at Media-Insert Communications
“The electric truck market is slower. You will see buses first. They hit on the sweet spots, such as short trips, and they have a centralized hub around which they drive. So they can be re-charged. Tesla is close to having its heavy truck and having lots of orders for them. If its track record of not hitting target dates rings true, it will be on the road next year in 2019.” Continue reading
Posted Mar 28, 2019 at Media-Insert Communications
In this article for Impact Magazine (page 9), Graham Jarvis looks at “THE TRUE COST OF LAPTOP OWNERSHIP FOR IT AND FINANCE MANAGERS. Bit.ly/2DCNzVL Author: Graham Jarvis. Continue reading
Posted Jan 29, 2019 at Media-Insert Communications
“It’s very important to measure the customer success of live chat to identify any pain points that may exist, and to improve the customer service they provide”, advises Gemma Baker before commenting: “Without regularly analysing the performance of live chat, the channel could only be running at half potential and never be fully optimised.” With this optimisation organisations should be able to reduce the number of complaints while improve customer satisfaction levels. Continue reading
Posted Jan 29, 2019 at Media-Insert Communications
David Trossell, the company’s CEO and CTO, was personally recognised by Information Age at Tech Leader Awards ceremony’s CTO of the Year category. “Recognising the leaders behind the UK’s technology industry is important, and I’m delighted that the Tech Leaders Awards facilitates this deserved celebration,” said Information Age’s Nick Ismail. “I would like to thank our judges for working their way through the shortlist, whittled down from a list of over 300. The quality and breadth of the shortlist confirms Britain’s standing as a leader in digital innovation today. Making it onto the final shortlist is an incredible achievement in itself.” Continue reading
Posted Jan 29, 2019 at Media-Insert Communications
Mr Trossell said: “Bridgeworks is honoured to support the Brockenhurst STEM awards for a second year and is thrilled to see so much interest from the local community to support STEM efforts”. Continue reading
Posted Jan 29, 2019 at Media-Insert Communications
Datacentre IT skill shortages are expected to intensify with an ageing work pool, as well as an overwhelming male domination of the sector. Part of the problem is the fact that very few people set out to work in data centres, and that nobody is really taught enough about them. In ‘STEMming the tide of data centre skills shortages’, data centre services company Future-Tech cites Peter Hannaford, the founder of specialist recruitment company Datacenter People, who thinks “the general unawareness of the industry and its significance doesn’t help the challenge” of recruiting suitably skilled people. Continue reading
Posted Jan 29, 2019 at Media-Insert Communications
David Trossell’s advice is as follows: “Santa is asking the same questions that many other companies are asking – how it will improve my infrastructure and reduce costs but still stay relevant? Many are looking to use the hybrid cloud as part of an infrastructure solution. This will maximise the existing infrastructure whilst allowing to expand into the cloud when more performance is required, or when they’re using the cloud as a low-cost disaster recovery repository. Continue reading
Posted Jan 21, 2019 at Media-Insert Communications
With Black Friday arriving a month ahead of Christmas, and with retail industry analysts saying that UK consumers are expected to spend £2.5bn online, Santa Claus is looking closely at the trends and planning ahead to ensure that he can... Continue reading
Posted Jan 21, 2019 at Media-Insert Communications
Some trend analysis of the Black Friday sales may in some respects give him a clue about what will be the most popular gifts of the Christmas 2018 festive season, and thus allowing him to stock up with whatever people are likely to request as presents. For better forecasting he’s even invested in artificial intelligence (AI) and machine learning to help him to manage his organisation’s big data, and with Rudolf the Reindeer complaining about his work levels he’s also looking at using self-driving vehicles such as autonomous sleighs to help him to manage his worldwide distribution network. Continue reading
Posted Jan 21, 2019 at Media-Insert Communications
Gemma Baker, Marketing Executive at live chat solutions provider Click4Asssistance, explains how the seeds of success were sown. She says that Salford City Council approached her firm to help the council to streamline resourcing and to support the council’s constituent customers. The council approached her organisation during the winter of 2015, and after discussions about everything from live chat capabilities and strategy, Salford’s live chat implementation began in April 2016. Continue reading
Posted Jan 21, 2019 at Media-Insert Communications
WAN data acceleration is the approach that sets itself aside from the traditional approaches and technologies of WAN optimization and SD-WAN. It takes a totally different approach to mitigating the latency and packet loss issues. The indomitable fact is that the speed of light is just not fast enough, and that is what governs latency and decimates WAN performance over distance. While nobody can fix latency, the effects of it can be addressed by using TCP/IP parallelization techniques and artificial intelligence (AI) to control the flow of data across the WAN. Typically, with the effects of latency mitigated, organisations see 95% WAN utilization. The other upside of not using compression or dedupe techniques is that WAN data acceleration will speed up any and all data in exactly the same way with solutions such as WANrockIT and PORTrockIT. Continue reading
Posted Jan 21, 2019 at Media-Insert Communications
"A number of AI applications today are outward-looking – aimed at the consumer, but there are substantial gains to be had from inward-looking artificial intelligence applications too; this includes datecentre AI, says David Trossell from Bridgeworks." Continue reading
Posted Jan 21, 2019 at Media-Insert Communications
...Gemma Baker adds that, in compliance with data protection regulations such as the European Union’s GDPR, all of the live chat conversations are backed up to the cloud for a specific period of time. However, she adds: “Some organisations will transfer these chats into their own systems.”, which is advisable because organisations shouldn’t overly rely on any type of cloud to keep their data secure and available. Continue reading
Posted Jan 21, 2019 at Media-Insert Communications
Martin Hill-Wilson, Founder of Brainfood Consulting adds: “There are two main technologies under the AI umbrella that are of interest to customer service. They include natural language processing (NLP) and machine learning (ML) to predict customer intent once sufficiently trained, and as such can infer intent without being specifically trained on every iteration of how customers express an intent such ‘can I return this’? There are a range of interfaces that can be used to provide conversational engagement with customers.” Continue reading
Posted Jan 21, 2019 at Media-Insert Communications
Anton Abashkin, Chief Operating Officer of VNX Venture Exchange, offers his view on the past and current trends in banking and financial services: “I think the last 5-10 years have been quite fruitful in terms of innovation and the whole notion of the digitalisation of banks and financial services has come along quite substantially. They have gone from a position where they completely disregarded and ignored innovation and digital, to embracing it and really trying to jump on this bandwagon.” Continue reading
Posted Jan 21, 2019 at Media-Insert Communications
A spokesperson for Renovo gazes into the future: “We will soon live in a world where the touch of a button will summon a driverless highly automated vehicle (HAV) that will take us on safe, convenient urban journeys at extremely low cost. This automated mobility as a service (AMaaS) or robo-taxi paradigm is the most transformative use of HAVs as analyzed by the Rocky Mountain Institute, Boston Consulting Group, McKinsey, RethinkX and others illustrate –  all of this leading to trillion-dollar opportunities over the coming decade.” Continue reading
Posted Jan 21, 2019 at Media-Insert Communications
...data will be at the heart of the smart cities of the future, and without it they’d be dumb cities. However, it will bring with it data analysis, data storage, data archiving, privacy and disaster recovery challenges. Sending increasing volumes of data over a network won’t necessarily make anything smarter if latency has its way. To resolve latency, most people will say that it can be reduced with edge computing, with WAN optimisation, with SD-WAN technology or by buying larger pipes to increase bandwidth. The trouble is that these technologies won’t answer how data can be accelerated over a wide area network (WAN), while mitigating the disruptive impact of latency and packet loss. Continue reading
Posted Jan 21, 2019 at Media-Insert Communications
However, Gary Martin, managing director of Click4Assistance, emphasises that chatbots are in their early development, and even though artificial intelligence is a much used buzzword in many industries today, he underlines that they “may not necessary be able to read between the lines, and detect that a customer is frustrated without them expressing exactly they are not happy, they are angry, etc.” Continue reading
Posted Jan 21, 2019 at Media-Insert Communications
...Gemma Baker, marketing at Click4Assistance, adds that many different types of organisataions have used live chat for different reasons, and it can benefit everyone – the banking and financial services companies and their customers. For example, “banks and loan providers can use it help with application processes or online account support. Whilst building societies and pensions authorities can use it for general advice for whenever their customers need their help.” However, live chat is used, data security and regulatory compliance must be of paramount importance... Continue reading
Posted Jan 21, 2019 at Media-Insert Communications