Messaging Secret Sauce = Magic of the Thread = Conversational... Remembers Identity / Time / Specifics / Preferences / Context Hyatt Rogers Communications Check Availability / Reservations / Order Room Service Ask Questions / Update Account / Set Up New Plan Started Offering Customer Service on Started Offering Customer Service on Facebook Messenger in 11/15 Facebook Messenger in 12/15 +20x Increase in Messages Received 65% Increase in Customer Satisfaction by Hyatt Within ~1 Month 65% Decrease in Customer Complaints Source: “Digital Transformation for Telecom Operators,” by Deloitte, 2016. Wired. KPCB INTERNET TRENDS 2016 | PAGE The Commissioner for Complaints for Telecommunications Services (CCTS) reported a 65 per cent decrease in customer complaints between 8/15 and 1/16 compared to the previous six months 104