From the DialogTech Digital Summit in Chicago, hear from DialogTech's CEO, Irv Shapiro, on embracing conversations in a digital landscape

1. Embracing
Conversations in a
Digital Landscape
July 20, 2016

2. Santayana wrote in
The Life of Reason, 1905:
2
“Those who cannot remember the past
are condemned to repeat it.”
Every revolution has a historical trigger.
Do you know the trigger leading to a
hyper-mobile revolution where consumers
demand to speak with major brands?

3. Down History Lane
LET’S TAKE A WALK
3

4. The History of Mobility
4
15th
century
18th
century
1876 1960s 1973 1991 2007 2016 20??
Prior to the age of discovery the majority of
workers produced products and delivered
services locally for a local marketplace.

5. The History of Mobility
5
15th
century
18th
century
1876 1960s 1973 1991 2007 2016 20??
As explorers traveled further
from home it became possible to
import goods from distant lands
and produce goods locally for
trade. Most workers still lived
close to where they worked.
The industrial revolution was
the impetus for the creation of
large factories that maximized
the return on investment in
expensive equipment.
*This did not go smoothly due to the efforts of
Ned Ludd.

6. The History of Mobility
6
15th
century
18th
century
1876 1960s 1973 1991 2007 2016 20??
The telephone
provided a
channel for instant
communications
between
distributed parties.
However it wasn’t until
the 1960s with the
implementations of the
first Automated Call
Distributor that call
centers as we know them
today began to grow.
With Motorola’s
introduction of the first
handheld mobile device,
workers were freed from
their desks and outside
sales professionals could
work from anywhere.

7. The History of Mobility
7
15th
century
18th
century
1876 1960s 1973 1991 2007 2016 20??
The world wide web is launched which leads, by the
end of the decade, to the first e-commerce sites.
*Growth of ecommerce is slower than expected.

8. The History of Mobility
8
15th
century
18th
century
1876 1960s 1973 1991 2007 2016 20??
The iPhone was introduced less than 10 years ago
and revolutionized the customer journey to
purchase by making complete websites available
for the first time on handheld mobile devices.
*It took 16 years to go from the cell phone to the iPhone.

9. The History of Mobility
9
15th
century
18th
century
1876 1960s 1973 1991 2007 2016 20??
Mobile devices reach a
tipping point and surpass
desktop devices for web
access.
*9 more years.

10. The Birth of Hyper Mobility
10
15th
century
18th
century
1876 1960s 1973 1991 2007 2016 20??
Sometime in the future ...
• We live in a mobile-first world.
• Mobile-first consumers.
• Mobile-first employees.
• Mobile-first marketing and sales.
• Mobile-first service and support.

11. 11
Mobile is breaking e-commerce models
Source: eMarketer, Pew Research Center.
US Digital Ad Spending, 2014-2019Commerce used
to focus on
human to human
interaction.
70%
of all digital ad
spending will be
mobile by 2019. $30.54 $27.67 $25.08 $24.60 $26.49 $28.21
$19.15
$30.45
$42.01
$50.84
$57.95
$65.49
2014 2015 2016 2017 2018 2019
Desktop Mobile
[39%]
[52%]
[63%]
[67%]
[69%]
[70%]

12. Technology attempted to
steal our humanity.
12

13. We are now fighting back: consumers are calling
businesses by the billions
13Source: BIA/Kelsey
0
20
40
60
80
100
120
140
160
180
2014 2015 2016 2017 2018 2019
Search Display Social Landing pages
Call Volume By Channel
(billions)
161.9
145.5
129.1
108.1
93.3
75.8
114%
increase in inbound
calls between 2014
and 2019.
162B
phone calls from
mobile marketing
by 2019.
A phone call is the
most natural path to
conversion from
mobile marketing.

14. 62%
CUSTOMER CALLS ARE VALUABLE CONVERSIONS
of people find it
extremely/very
important to be able
to call during the
purchase phase.
14
66%
of sales managers
rate phone leads as
excellent, more than
any other lead type.
10X
Calls convert to
revenue 10x more
frequently than web
form fills.
Source: Google, BIA/Kelsey.

15. This is only the
beginning…

16. Our workforce is going mobile-first as well
16Sources: IDC, Crowd Research, Tech Pro Research
74%
of businesses either already use or plan to allow employees
to bring their own devices to work.
Only 7% said
their employers
were footing the
entire bill for
both.
18% of workers
receiving a
monthly stipend
for using their
gadgets to
conduct
business.
69.1% of enterprise mobility stakeholders
saw a reduction in opex or capex costs by
implementing BYOD programs.
By 2020, mobile workers will
account for 72% of of the US
workforce.
The global
BYOD and
enterprise
mobility market
will reach $360
billion by 2020

17. Is your
company
ready?