Braze Reviews

My main use case for Braze is CRM and lifecycle marketing, particularly.

One example of how I use Braze for CRM and lifecycle marketing is by setting up a lifecycle campaign for customers who had recently signed up but had not yet taken an important action. I segment those users based on their behavior, then create a series of targeted messages with different content depending on whether they engage or not. We could also use AI A/B testing to compare messages and then monitor engagement and conversion rates to optimize the journey.

Another way I use Braze is for audience segmentation and personalized campaigns. I can create different customer groups based on their behavior or engagement and then tailor the messaging and timing for each group. It is also useful for testing different approaches and using the results to continuously improve campaign performance.

The best features Braze offers include segmentation and the Canvas journey builder. I really value being able to build audiences based on customer behavior and then create automated branching journeys around those segments. The cross-channel capabilities, personalization, A/B testing, and campaign analytics are also very useful because I can test different messages and channels and then measure what actually performs best.

I value the Canvas journey builder because it makes it easy to visualize the entire customer journey and build different paths based on customer behavior. For example, I could create an onboarding journey for new customers. They receive an initial welcome message and then depending on whether they engage or complete a key action, they move into different paths. I can add delay follow-up messages and A/B test using different channels such as email or push. What I particularly value is that the journey can react to real-time behavior rather than just following a fixed schedule.

Another feature I really value is the analytics and reporting. It helps to be able to see campaign and journey performance in the same platform, compare different variants, and understand which segments or channels are driving engagement. That makes it easier to continuously optimize campaigns rather than just launching them and moving on.

Braze has had a positive impact on my organization by making our CRM and lifecycle marketing much more targeted and efficient. Instead of sending the same communication to everyone, we use customer behavior and engagement data to segment audiences and deliver more relevant messages at the right stage of the lifecycle. It has also made it easier to automate journeys, test different approaches, and optimize campaigns based on the results.

The biggest measurable improvement for us with Braze has been efficiency. It reduces the amount of manual work involved in setting up and managing campaigns, especially through automation, segmentation, and the Canvas journey. We also see better engagement from more targeted and personalized communication. Overall, it helps us launch and optimize campaigns faster while improving the relevance of our CRM communications.

One area where Braze could be improved is usability for more complex campaigns. The platform is very powerful, but when I build more advanced journeys or work with a lot of segments and data, it can sometimes feel overwhelming. I would appreciate even more streamlined workflows, clearer guidance for complex setups, and an easier way for marketers to troubleshoot or understand why a campaign or journey is behaving a certain way.

The integrations are generally strong, but there is always room to make integrations and data setup more seamless, especially when working with multiple systems. On the reporting side, I would appreciate even more flexibility in customizing dashboards and making complex campaign results easier to interpret for non-technical marketers. I also think clearer troubleshooting and more visibility into data or journey issues would make the platform easier to manage day to day.

I have been using Braze for the last two and a half years.

I think Braze takes governance and security seriously, especially when AI is being used with customer data. The platform has strong privacy and security controls including role-based access, PII controls, data deletion options, and established security certifications such as ISO 27001 and SOC 2 Type 2 for AI specifically. I think having clear guardrails, transparency around how data is used, and human oversight is important. Overall, I feel confident using the AI capabilities, although I always want clear visibility into how AI decisions are made and what data is being used.

I would say Braze's AI output is generally reliable and useful, especially for generating campaign ideas, content variations, and helping with segmentation or optimization. I still would not treat the AI output as something to use without review. I value that it can speed up the work significantly while I still have control to review, adjust, and approve the output.

My review rating for Braze is nine out of ten.

Braze is primarily used for sending marketing emails and marketing communications in an omnichannel manner. A specific example of how I use Braze for my marketing communications is an onboarding campaign where, as soon as a user registers, the event fires, Braze sends the email, and based on the user behavior on the email journey, it can tailor the whole workflow accordingly, from being two emails to three emails to also adding other channels if the user is active over there.

The best features Braze offers include their Canvas, which is a very good feature to visualize everything in a visual manner, and also some of its data capabilities. Canvas really helps in building the whole campaigns in a very visually structured manner, making all the workflows from one step to multiple steps quite easy, and from a data capability standpoint, it is very easy to create segmentations and personalizations based on that.

Braze has had a positive impact on my organization in that a lot of things which required some amount of technical effort previously can now be streamlined by the marketers, making marketers more agnostic and self-served, which has been the biggest impact. Self-service has changed things for my team in that, for example, previously any kind of segmentation we used to build required a lot of data analytics capabilities, but now they can slice and dice on Braze, and setting up API-triggered campaigns, which previously required engineering effort, can now be done by marketers on their own.

Braze does a very good job in terms of capabilities, but sometimes the roadmaps could be a bit clearer.

I have used Braze for the last seven years, in both my current role and my previous roles.

Braze is stable.

Braze is very scalable.

I experience a good amount of customer support and account management with Braze.

Previously, I used Salesforce, and the goal was to make marketers more self-serve.

My experience with pricing, setup cost, and licensing has been positive; they are very transparent, but I think the pricing could be a bit more competitive.

I have seen a return on investment, as productivity has gone up and the overall impact on revenue has been fairly positive.

I evaluated other options such as Customer.io and Iterable before choosing Braze.

My advice to others looking into using Braze is to always verify if it meets their use cases and capabilities, as it is a very thorough solution. I would rate this product a nine out of ten.