Optimizing the hotel booking experience is about messaging and customer-centricity: clear messaging minimizes the friction that exists in the transactional parts of a booking, while customer-centricity gives guests a sense of experience and creates or improves the relationship. By integrating Facebook Messenger in the booking process, updates to a hotel reservation could be processed via the messaging service without the hassle of being on and off the phone. With this type of short, rich, and streamlined communication, hotels could also drive more revenue per booking. There’s a lot of opportunity to present upsells in better ways and through more channels. Get the full story at Koddi and Tnooz