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uppercase">FEATURED CHANNELS</span></div><ul class="flex flex-col gap-y-4"><li><a class="nav-item flex gap-3 items-center" href="/product/email"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="mail-01"><use href="/icons/sprites.svg#mail-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Email</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/mobile-app-messaging"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="phone-02"><use href="/icons/sprites.svg#phone-02"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Mobile App Messaging</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/web-messaging"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="browser"><use href="/icons/sprites.svg#browser"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Web Messaging</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/sms"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="message-text-square-02"><use href="/icons/sprites.svg#message-text-square-02"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">SMS/RCS</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/whatsapp"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="phone-call-01"><use href="/icons/sprites.svg#phone-call-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">WhatsApp</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/product/cross-channel-messaging"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="dots-grid"><use href="/icons/sprites.svg#dots-grid"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md text-purple-700">View all channels</span></div></a></li></ul></div><div class="nav-dropdown__section-footer flex flex-wrap sm:flex-nowrap p-2 sm:p-3 bg-[#C9C4FF80] relative z-10 gap-3 items-end sm:justify-between xl:justify-start rounded-lg mt-4"><div class="flex gap-2 sm:gap-3"><span class="flex items-center justify-center flex-none size-8 text-purple-700 mr-2 xl:mr-0"><svg width="20" height="20" role="img" aria-label="star-02"><use href="/icons/sprites.svg#star-02"></use></svg></span><div class="flex flex-col justify-center gap-1"><span class="font-semibold text-gray-900 text-md">How It Works</span><p class="font-normal text-gray-600 text-sm">Get a breakdown of our vertically- integrated technology</p></div></div><a class="inline-flex items-center justify-center text-center rounded-full transition-colors sm:w-fit whitespace-nowrap relative z-10 gap-1 font-aribauGrotesk font-bold px-[14px] py-2 text-sm bg-white border border-transparent text-gray-900 shadow-xs hover:bg-[#F9FAFB] active:bg-white active:border-[#D0D5DD] active:border disabled:bg-white disabled:border-[#EAECF0] disabled:border disabled:text-[#98A2B3] w-full" href="/product">Learn More</a></div></div></div></div></div></li><li class="nav-dropdown"><button type="button" class="relative flex items-center w-full h-full xl:w-auto font-semibold text-md ja:text-xs hover:text-primary-600 text-black py-6 xl:py-[10px] gap-[6px] px-0" aria-expanded="false">Solutions<svg width="20" height="20" role="img" aria-label="chevron-down" class="transition-transform !duration-150"><use href="/icons/sprites.svg#chevron-down"></use></svg></button><div id="nav-dropdown-Solutions" class="nav-dropdown__content absolute top-0 xl:top-full left-0 w-full pb-10 xl:pb-0 h-[calc(100vh-72px)] xl:h-auto flex flex-col overflow-y-auto overflow-x-hidden xl:overflow-hidden bg-white xl:border xl:border-gray-200 xl:shadow-lg transition !duration-300 transform origin-top pointer-events-none -z-1 opacity-0 translate-x-full xl:translate-x-0" aria-hidden="true" inert="true"><div class="container transition delay-150 !duration-300 origin-center xl:opacity-0 xl:translate-y-[5px]"><div class="mt-10 mb-4 xl:hidden"><button type="button" class="items-center justify-center text-center transition-colors sm:w-fit whitespace-nowrap relative z-10 font-aribauGrotesk font-bold text-sm flex gap-2 rounded-none border-none p-0 text-gray-600 shadow-none w-fit 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href="/solutions/media-entertainment"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="video-recorder"><use href="/icons/sprites.svg#video-recorder"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Media & Entertainment</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/solutions/gaming"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="gaming-pad-01"><use href="/icons/sprites.svg#gaming-pad-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Gaming</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/solutions/on-demand"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" 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text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="trend-up-01"><use href="/icons/sprites.svg#trend-up-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Optimize Onboarding</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/solutions/boost-productivity"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="pencil-01"><use href="/icons/sprites.svg#pencil-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Boost Productivity</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/solutions/improve-acquisition"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="pie-chart-01"><use 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class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Increase Engagement</span></div></a></li></ul></div><div class="nav-list relative z-10 grow flex flex-col gap-4"><div class="flex flex-col gap-1 text-sm text-gray-500"><span class="font-semibold uppercase">Braze For</span></div><ul class="flex flex-col gap-y-4"><li><a class="nav-item flex gap-3 items-center" href="/braze-for-engineering"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="code-01"><use href="/icons/sprites.svg#code-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-lg">Engineering</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/braze-for-startups"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="users-03"><use 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srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F58525b65b1ee2879c9a6e7e1ff07af42a11e807c-2888x1622.png&w=384&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F58525b65b1ee2879c9a6e7e1ff07af42a11e807c-2888x1622.png&w=750&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F58525b65b1ee2879c9a6e7e1ff07af42a11e807c-2888x1622.png&w=750&q=75"/></div><div class="flex w-full flex-col gap-3 pt-6"><span class="text-md font-semibold text-gray-900">2026 Global Customer Engagement Review</span><span class="text-md font-normal text-gray-600">For our sixth Global CER, we surveyed over 2,200 marketing leaders and analyzed upwards of 6 billion data points spanning more than 750 brands</span></div></div></a></div></div></div></div></li><li class="nav-dropdown"><button type="button" class="relative flex items-center w-full h-full xl:w-auto font-semibold text-md ja:text-xs 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font-semibold text-md">Braze Alloys</span><span class="text-sm font-normal text-gray-600">Explore and connect with our trusted Technology or Solutions partners</span></div></a></li><li><a class="nav-item flex gap-3" href="/partners/solutions-partners"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="users-01"><use href="/icons/sprites.svg#users-01"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Delivery Partners</span><span class="text-sm font-normal text-gray-600">Discover our partnerships with the world's leading agencies, consultancies, and system integrators</span></div></a></li><li><a class="nav-item flex gap-3" href="/partners/technology-partners"><div class="flex-none flex items-center justify-center text-primary-600 w-5 h-5"><svg width="20" height="20" role="img" aria-label="code-02"><use 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lg:flex-row"><div class="flex w-full flex-col gap-8 lg:flex-row"><div class="flex h-[64px] w-[176px] gap-8 rounded-lg border border-gray-200 bg-white p-2"><img alt="Segment" loading="lazy" width="176" height="64" decoding="async" data-nimg="1" class="size-full object-contain" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fdb918509740e74053be3c2594b887ae4acfa1454-580x200.png&w=256&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fdb918509740e74053be3c2594b887ae4acfa1454-580x200.png&w=384&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fdb918509740e74053be3c2594b887ae4acfa1454-580x200.png&w=384&q=75"/></div><div class="flex flex-col items-start gap-8"><h2 class="max-w-screen-md text-start">Segment</h2><div class="flex flex-col gap-3 md:flex-row"><a class="inline-flex items-center justify-center text-center rounded-full transition-colors sm:w-fit whitespace-nowrap relative z-10 py-2 px-3 gap-1 text-sm font-aribauGrotesk font-bold border border-gray-300 bg-white text-gray-700 shadow-xs hover:bg-gray-50 hover:text-primary-700 active:border-gray-300 active:bg-white active:text-gray-700 disabled:border-gray-200 disabled:bg-white disabled:text-gray-300 h-[28px]" href="/partners/search?partner=technology&type=Data+%26+Analytics">Data & Analytics</a><a class="inline-flex items-center justify-center text-center rounded-full transition-colors sm:w-fit whitespace-nowrap relative z-10 py-2 px-3 gap-1 text-sm font-aribauGrotesk font-bold border border-gray-300 bg-white text-gray-700 shadow-xs hover:bg-gray-50 hover:text-primary-700 active:border-gray-300 active:bg-white active:text-gray-700 disabled:border-gray-200 disabled:bg-white disabled:text-gray-300 h-[28px]" href="/partners/search?partner=technology&type=Customer+Data+Platforms+%28CDPs%29">Customer Data Platforms (CDPs)</a><a class="inline-flex 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capitalize text-gray-700 hover:border-primary-300 hover:text-primary-700">Case Study</span><span class="text-sm font-bold text-gray-500">4<!-- --> min read</span></div><h4 class="text-display-xs font-bold">Uber Carshare Reduces Cart Abandonment and Boosts Engagement</h4><span class="text-sm font-bold text-gray-500">July 09, 2021</span></div></div></a></div></div></div></div><ul style="display:block" class="slick-dots"><li class="slick-active"><button>1</button></li><li class=""><button>2</button></li><li class=""><button>3</button></li><li class=""><button>4</button></li><li class=""><button>5</button></li><li class=""><button>6</button></li></ul></div></div></div></div><section class="supergraphic-4 relative overflow-hidden contain-layout"><div class=""><div class="w-full px-4 py-16 md:px-14 md:py-20"><div class="container flex flex-col justify-between gap-8 md:flex-row"><div class="flex flex-col gap-6"><img alt="logo" loading="lazy" width="144" height="45" decoding="async" 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AI and machine learning (AI/ML) can change that, helping to power the next generation of \"},{\"_key\":\"1669bc9ef43b\",\"_type\":\"span\",\"marks\":[\"c5e46304032a\"],\"text\":\"the customer experience\"},{\"_key\":\"880fc564afb9\",\"_type\":\"span\",\"marks\":[],\"text\":\". 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You’ll learn about the core types, real use cases and how to bring it into your strategy. You don’t need a team of data scientists. Customer engagement tools like \"},{\"_key\":\"14db6a8b3e48\",\"_type\":\"span\",\"marks\":[\"d65a4cc26ea2\"],\"text\":\"BrazeAI™\"},{\"_key\":\"a1539f68c320\",\"_type\":\"span\",\"marks\":[],\"text\":\" can help you move faster and personalize at scale.\"}],\"markDefs\":[{\"_key\":\"d65a4cc26ea2\",\"_type\":\"link\",\"href\":\"https://www.braze.com/product/brazeai\"}],\"style\":\"normal\"},{\"_key\":\"44473c878112\",\"_type\":\"block\",\"children\":[{\"_key\":\"c863566ec333\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Contents\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"43f9a15c178a\",\"_type\":\"block\",\"children\":[{\"_key\":\"7958ee35236a\",\"_type\":\"span\",\"marks\":[\"ae5485e2c2e1\"],\"text\":\"What is machine learning?\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"ae5485e2c2e1\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/machine-learning-marketing#what\"}],\"style\":\"normal\"},{\"_key\":\"08874a1eb53f\",\"_type\":\"block\",\"children\":[{\"_key\":\"a43af4760050\",\"_type\":\"span\",\"marks\":[\"1951a166b1bf\"],\"text\":\"Advantages of machine learning and marketing\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"1951a166b1bf\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/machine-learning-marketing#advantages\"}],\"style\":\"normal\"},{\"_key\":\"c00009b7e6b9\",\"_type\":\"block\",\"children\":[{\"_key\":\"98085449dc35\",\"_type\":\"span\",\"marks\":[\"21590b9072c4\"],\"text\":\"Types of machine learning for marketing\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"21590b9072c4\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/machine-learning-marketing#types\"}],\"style\":\"normal\"},{\"_key\":\"c16ffcef236d\",\"_type\":\"block\",\"children\":[{\"_key\":\"c6ad4f9853eb\",\"_type\":\"span\",\"marks\":[\"ae54688b5785\"],\"text\":\"How does machine learning differ from AI?\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"ae54688b5785\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/machine-learning-marketing#difference\"}],\"style\":\"normal\"},{\"_key\":\"96595f2afd6f\",\"_type\":\"block\",\"children\":[{\"_key\":\"419b399e888c\",\"_type\":\"span\",\"marks\":[\"c624d959f44c\"],\"text\":\"How to apply machine learning in marketing\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"c624d959f44c\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/machine-learning-marketing#how\"}],\"style\":\"normal\"},{\"_key\":\"59cf7ec9b4a8\",\"_type\":\"block\",\"children\":[{\"_key\":\"5389fb61946e\",\"_type\":\"span\",\"marks\":[\"7e7b00dd3c4f\"],\"text\":\"Practical use cases from Braze of machine learning\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"7e7b00dd3c4f\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/machine-learning-marketing#examples\"}],\"style\":\"normal\"},{\"_key\":\"d0a31e868adb\",\"_type\":\"block\",\"children\":[{\"_key\":\"bc1c7ccfdc5f\",\"_type\":\"span\",\"marks\":[\"adfcad052f0c\"],\"text\":\"How can machine learning help your marketing strategy?\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"adfcad052f0c\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/machine-learning-marketing#help\"}],\"style\":\"normal\"},{\"_key\":\"e8d9e29cdc3e\",\"_type\":\"block\",\"children\":[{\"_key\":\"c35b8dac0e5c\",\"_type\":\"span\",\"marks\":[\"093ce266bd5f\"],\"text\":\"Final thoughts\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"093ce266bd5f\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/machine-learning-marketing#conclusion\"}],\"style\":\"normal\"},{\"_key\":\"6ca418b4a399\",\"_type\":\"block\",\"children\":[{\"_key\":\"70e084de1765\",\"_type\":\"span\",\"marks\":[\"ee662bc3ab0d\"],\"text\":\"Machine learning FAQs\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"ee662bc3ab0d\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/machine-learning-marketing#faqs\"}],\"style\":\"normal\"},{\"_key\":\"6dea249a3c49\",\"_type\":\"anchor\",\"anchorId\":\"what\"},{\"_key\":\"88170fd98acc\",\"_type\":\"block\",\"children\":[{\"_key\":\"012eff1d3635\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"What is machine learning?\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"3597e8eebe12\",\"_type\":\"block\",\"children\":[{\"_key\":\"6bfa1ae2fa93\",\"_type\":\"span\",\"marks\":[],\"text\":\"Machine learning is a branch of artificial intelligence that trains systems to learn from data and improve over time—without manual programming. Instead of writing rules to tell software exactly what to do, teams train algorithms to recognize patterns, make predictions, and adjust based on new input. Some machine learning models also use natural language processing (NLP) to understand and act on written content, like customer feedback or support queries.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e0efdd191235\",\"_type\":\"block\",\"children\":[{\"_key\":\"683481c90ad4\",\"_type\":\"span\",\"marks\":[],\"text\":\"For marketers, machine learning can unlock more responsive, adaptive campaigns. It helps teams shift from rigid, rule-based workflows to systems that evolve alongside customer behavior. 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That means less time spent manually analyzing data and more time acting on what matters\"},{\"_key\":\"163b9fa5092d\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\".\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"46ef4a2c52e7\",\"_type\":\"block\",\"children\":[{\"_key\":\"8f6a22f4803a\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Higher efficiency\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"d280fcd65929\",\"_type\":\"block\",\"children\":[{\"_key\":\"4a1bb2117a1f\",\"_type\":\"span\",\"marks\":[],\"text\":\"Automate time-consuming tasks like send-time optimization or A/B testing, so your team can focus on strategy.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"98a6f8d23a2d\",\"_type\":\"anchor\",\"anchorId\":\"types\"},{\"_key\":\"68ccef087206\",\"_type\":\"block\",\"children\":[{\"_key\":\"e9f538bcf835\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Types of machine learning for marketing\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"ef184af2e4a5\",\"_type\":\"block\",\"children\":[{\"_key\":\"d2465a0ea48f\",\"_type\":\"span\",\"marks\":[],\"text\":\"Different machine learning models solve different problems. 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It’s especially useful for classification (yes/no) and regression (numerical predictions).\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6bc16cffe785\",\"_type\":\"block\",\"children\":[{\"_key\":\"c6220e95d8e7\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Unsupervised learning\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"799d112b131a\",\"_type\":\"block\",\"children\":[{\"_key\":\"58019d6086de\",\"_type\":\"span\",\"marks\":[],\"text\":\"Unsupervised models work with unlabeled data. Instead of training on known outcomes, they explore the dataset to find hidden structures, such as clusters of customers with similar behaviors. This approach can reveal patterns or audience segments you might never spot manually.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"73678974e65f\",\"_type\":\"block\",\"children\":[{\"_key\":\"ce51295baf4f\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Semi-supervised learning\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"d2dd3069a121\",\"_type\":\"block\",\"children\":[{\"_key\":\"f6de45b47843\",\"_type\":\"span\",\"marks\":[],\"text\":\"Semi-supervised models combine a small set of labeled data with a larger pool of unlabeled data. It’s a smart workaround when labeling is time-consuming or expensive. For example, you might manually tag a few support interactions, then let the model learn from thousands more. This method strikes a balance between accuracy and efficiency, making it ideal for sentiment analysis, email categorization, and content classification.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5aadab708186\",\"_type\":\"block\",\"children\":[{\"_key\":\"5abc9a747deb\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Reinforcement learning\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"27f93f73fea2\",\"_type\":\"block\",\"children\":[{\"_key\":\"64ec44b2c67d\",\"_type\":\"span\",\"marks\":[],\"text\":\"Reinforcement models learn by doing. They take actions, receive feedback (like a reward or penalty), and adjust based on outcomes. While not as common in day-to-day marketing, you’ll find it behind dynamic pricing, real-time ad bidding, or adaptive testing strategies.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9e432e157ada\",\"_type\":\"block\",\"children\":[{\"_key\":\"7edafc0eb608\",\"_type\":\"span\",\"marks\":[],\"text\":\"Choosing the right type of machine learning can help you make the most of your data—whether you're refining an existing campaign or building new automation from the ground up. That kind of learning in marketing creates space for smarter, more \"},{\"_key\":\"ff3e68134da8\",\"_type\":\"span\",\"marks\":[\"70251ce1980e\"],\"text\":\"responsive strategies\"},{\"_key\":\"c8911e2a9724\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"70251ce1980e\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/ai-marketing-strategy\"}],\"style\":\"normal\"},{\"_key\":\"211d40dcfd04\",\"_type\":\"anchor\",\"anchorId\":\"difference\"},{\"_key\":\"f548bd869b5b\",\"_type\":\"block\",\"children\":[{\"_key\":\"6aead5a65fa4\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"How does machine learning differ from AI?\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"875143a3c268\",\"_type\":\"block\",\"children\":[{\"_key\":\"3d85a7a59d79\",\"_type\":\"span\",\"marks\":[],\"text\":\"People often use “machine learning” and “artificial intelligence” interchangeably, but they’re not quite the same. Artificial intelligence is the broader concept—it refers to any system or machine that mimics human intelligence. That might include reasoning, problem-solving, language understanding, or learning from experience.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a28e90353c7b\",\"_type\":\"block\",\"children\":[{\"_key\":\"acb1e5481769\",\"_type\":\"span\",\"marks\":[\"43712e0e79aa\"],\"text\":\"Machine learning sits within AI\"},{\"_key\":\"cd095ca8cd2f\",\"_type\":\"span\",\"marks\":[],\"text\":\". It’s a specific approach that trains systems to learn from data analysis, spot patterns, and make decisions without being explicitly programmed.\"}],\"markDefs\":[{\"_key\":\"43712e0e79aa\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/three-steps-to-faster-value-with-artificial-intelligence-and-machine-learning\"}],\"style\":\"normal\"},{\"_key\":\"ae974269fbc6\",\"_type\":\"block\",\"children\":[{\"_key\":\"82d554f6a6a3\",\"_type\":\"span\",\"marks\":[],\"text\":\"Here’s a simple way to think about it:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7a9286dfec48\",\"_type\":\"block\",\"children\":[{\"_key\":\"4dedd4e6e2ee\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"AI\"},{\"_key\":\"16282f835d56\",\"_type\":\"span\",\"marks\":[],\"text\":\" is the big-picture goal—build systems that act intelligently.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5cc44412c17b\",\"_type\":\"block\",\"children\":[{\"_key\":\"4af71f9b0d18\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Machine learning\"},{\"_key\":\"31207b2513d9\",\"_type\":\"span\",\"marks\":[],\"text\":\" is one of the methods we use to get there—by giving machines access to data and letting them learn from it.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"fc9efe0c3278\",\"_type\":\"block\",\"children\":[{\"_key\":\"9823424801e0\",\"_type\":\"span\",\"marks\":[],\"text\":\"In marketing, AI might power chatbots, predictive text, or dynamic creative optimization, (for example, creating images, headlines, or CTAs in real time based on who is viewing the ad.)\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"0e3896f9f187\",\"_type\":\"block\",\"children\":[{\"_key\":\"85e3ef5f7c6d\",\"_type\":\"span\",\"marks\":[],\"text\":\"Machine learning, on the other hand, helps you segment users, predict churn, or personalize the timing and content of messages. Both can support smarter marketing—but machine learning often does the heavy lifting behind the scenes.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9a330579cc90\",\"_type\":\"block\",\"children\":[{\"_key\":\"8e9e4bff401f\",\"_type\":\"span\",\"marks\":[],\"text\":\"Braze features like \"},{\"_key\":\"7d143e37c6ca\",\"_type\":\"span\",\"marks\":[\"71bc443668ae\"],\"text\":\"Intelligent Timing\"},{\"_key\":\"dd0cabfc1760\",\"_type\":\"span\",\"marks\":[],\"text\":\" and \"},{\"_key\":\"fd7a8b6b2887\",\"_type\":\"span\",\"marks\":[\"8260f0d4d63a\"],\"text\":\"Predictive Churn\"},{\"_key\":\"a0d95a8a00e6\",\"_type\":\"span\",\"marks\":[],\"text\":\" rely on machine learning to help teams act in the moment. These features don’t just automate—they adapt, learning from each customer interaction to drive stronger outcomes over time.\"}],\"markDefs\":[{\"_key\":\"71bc443668ae\",\"_type\":\"link\",\"href\":\"https://www.braze.com/docs/user_guide/brazeai/intelligence/intelligent_timing\"},{\"_key\":\"8260f0d4d63a\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/braze-predictive-churn\"}],\"style\":\"normal\"},{\"_key\":\"73e7334ac43d\",\"_type\":\"anchor\",\"anchorId\":\"how\"},{\"_key\":\"e53a210ed258\",\"_type\":\"block\",\"children\":[{\"_key\":\"43203cb79f25\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"How to apply machine learning in marketing\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"128f0efb1d9f\",\"_type\":\"block\",\"children\":[{\"_key\":\"e95bfa060c63\",\"_type\":\"span\",\"marks\":[],\"text\":\"You don’t need a data science team to start using machine learning in your marketing strategy. Many platforms—like Braze—build machine learning directly into tools that marketing, CRM, and growth teams use every day.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"db0814705bcd\",\"_type\":\"block\",\"children\":[{\"_key\":\"24d7932818a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Here are a few ways to apply it:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3894dc48a822\",\"_type\":\"block\",\"children\":[{\"_key\":\"a23955333e92\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Predict churn before it happens\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"916ced1fafbd\",\"_type\":\"block\",\"children\":[{\"_key\":\"7670de2a83ad\",\"_type\":\"span\",\"marks\":[],\"text\":\"Machine learning models can spot early signs that a customer is about to disengage. With features like \"},{\"_key\":\"cf4da5ddb307\",\"_type\":\"span\",\"marks\":[\"c0321de365f3\"],\"text\":\"Braze Predictive Churn,\"},{\"_key\":\"419523c808cd\",\"_type\":\"span\",\"marks\":[],\"text\":\" which is designed to identify high-risk users, you can trigger targeted win-back campaigns for at-risk users. This type of predictive modeling helps you take action before churn happens—rather than after.\"}],\"markDefs\":[{\"_key\":\"c0321de365f3\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/stop-churn-before-it-happens-embracing-a-two-pronged-approach-to-boosting-retention\"}],\"style\":\"normal\"},{\"_key\":\"f6582bcc8b68\",\"_type\":\"block\",\"children\":[{\"_key\":\"ccfaad7035a9\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Optimize send times for better engagement\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"4ccce7773813\",\"_type\":\"block\",\"children\":[{\"_key\":\"fb8ff8addfcf\",\"_type\":\"span\",\"marks\":[],\"text\":\"Rather than choosing one send time for everyone, machine learning can find the moment each customer is most likely to engage. Braze Intelligent Timing uses this approach to deliver messages when they’re most likely to hit.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"77d5f5e44e89\",\"_ref\":\"imported-craft-mz5eskltg2\",\"_type\":\"videoReference\"},{\"_key\":\"2ddf0bfe89b6\",\"_type\":\"block\",\"children\":[{\"_key\":\"d95a34e8fcd8\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Personalize content at scale\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"80d63d7e5d05\",\"_type\":\"block\",\"children\":[{\"_key\":\"e995ac22bf54\",\"_type\":\"span\",\"marks\":[],\"text\":\"Machine learning helps match content to users based on behavior, preferences, and past interactions. Whether you’re \"},{\"_key\":\"292fe17d4abe\",\"_type\":\"span\",\"marks\":[\"1680170704f8\"],\"text\":\"recommending products\"},{\"_key\":\"2c089e88470c\",\"_type\":\"span\",\"marks\":[],\"text\":\" or tailoring in-app messages, it supports more relevant, timely experiences—without endless manual effort.\"}],\"markDefs\":[{\"_key\":\"1680170704f8\",\"_type\":\"link\",\"href\":\"https://learning.braze.com/ai-item-recommendations-use-case\"}],\"style\":\"normal\"},{\"_key\":\"e7f3b8d8681e\",\"_type\":\"block\",\"children\":[{\"_key\":\"3fb58299a17f\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Build smarter segments\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"ad482bf6a031\",\"_type\":\"block\",\"children\":[{\"_key\":\"ba89cef92860\",\"_type\":\"span\",\"marks\":[],\"text\":\"Instead of relying on static lists, use machine learning to identify meaningful patterns in your customer data. These insights can uncover new audience segments, flag high-value users, or support more personalized journeys.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"50a0d432d2ae\",\"_type\":\"block\",\"children\":[{\"_key\":\"da5dbe20f78b\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Automate the heavy lifting\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"6c2c64e5c29e\",\"_type\":\"block\",\"children\":[{\"_key\":\"57e90ba06a34\",\"_type\":\"span\",\"marks\":[],\"text\":\"Machine learning takes care of repetitive tasks—like A/B testing or optimization—so teams can focus on creative strategy, not constant tweaking.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9ce037821640\",\"_type\":\"block\",\"children\":[{\"_key\":\"82353a074cfe\",\"_type\":\"span\",\"marks\":[],\"text\":\"When you apply machine learning to your marketing strategy, you shift from reactive to proactive. You start making decisions based on what customers are likely to do next, not just what they did last.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5d66cf35b9c8\",\"_type\":\"anchor\",\"anchorId\":\"email\"},{\"_key\":\"69c100366c38\",\"_type\":\"block\",\"children\":[{\"_key\":\"5776a97cb17e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Machine learning in email marketing\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"896b62957d12\",\"_type\":\"richImage\",\"alt\":\"BrazeAI interface showing personalized clothing recommendations (shorts, sweats, coats) based on city weather data, with a personalization configuration menu open on the left.\",\"asset\":{\"_ref\":\"image-1673f3cbf8b2aa1c311f95c834b653561a9573f7-1920x968-webp\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"e2cbfcf17ab8\",\"_type\":\"block\",\"children\":[{\"_key\":\"5daca7c466f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Email continues to be one of the most \"},{\"_key\":\"1e80ed46c000\",\"_type\":\"span\",\"marks\":[\"7349a6207eb8\"],\"text\":\"powerful channels for engagement\"},{\"_key\":\"576782984408\",\"_type\":\"span\",\"marks\":[],\"text\":\"—and machine learning helps marketers make it smarter. By analyzing user behavior, it can recommend send times, tailor content, and adapt frequency based on each recipient’s likelihood to open or convert. You can turn newsletters, transactional emails and triggered flows into more relevant, results-driven experiences.\"}],\"markDefs\":[{\"_key\":\"7349a6207eb8\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/the-ultimate-guide-to-creating-a-high-impact-email-marketing-strategy\"}],\"style\":\"normal\"},{\"_key\":\"cbb8f5991eec\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"5bd45de9d48a\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Watch the webinar now\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"https://www.braze.com/resources/webinars-and-events/creative-ai-use-cases\"}}],\"body\":[{\"_key\":\"e03c798d283d\",\"_type\":\"block\",\"children\":[{\"_key\":\"73ef7e1c22a6\",\"_type\":\"span\",\"marks\":[],\"text\":\"99% of marketers say their organizations are already using AI. But what does it mean to use it effectively for customer engagement?\"}],\"markDefs\":[],\"style\":\"normal\"}],\"heading\":\"Check out 5 creative AI use cases for customer engagement\"},{\"_key\":\"c7931b38cd88\",\"_type\":\"anchor\",\"anchorId\":\"examples\"},{\"_key\":\"42551f0d4292\",\"_type\":\"block\",\"children\":[{\"_key\":\"08853d7805c1\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Practical use cases from Braze of machine learning in digital marketing\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"bb24e08a64bf\",\"_type\":\"block\",\"children\":[{\"_key\":\"7b8c91987302\",\"_type\":\"span\",\"marks\":[],\"text\":\"Machine learning doesn’t have to sit on a roadmap or in a siloed data science team. With tools like Braze, marketers can apply it directly—\"},{\"_key\":\"19e198163ee6\",\"_type\":\"span\",\"marks\":[\"77dcca53525f\"],\"text\":\"improving campaign performance\"},{\"_key\":\"d10031416ce1\",\"_type\":\"span\",\"marks\":[],\"text\":\", streamlining workflows, and making every interaction more relevant.\"}],\"markDefs\":[{\"_key\":\"77dcca53525f\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/2-ways-generative-ai-can-enhance-your-marketing-and-not-replace-you\"}],\"style\":\"normal\"},{\"_key\":\"8c4a066acae6\",\"_type\":\"block\",\"children\":[{\"_key\":\"b9112230bf89\",\"_type\":\"span\",\"marks\":[],\"text\":\"Here’s how real brands are already using it and how you can integrate it in your marketing plans, too.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"28d7501d8cce\",\"_type\":\"block\",\"children\":[{\"_key\":\"e3fe3ac57f4b\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Pizza Hut dishes out a 31% conversion lift with machine learning\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"6c72355b35b4\",\"_type\":\"block\",\"children\":[{\"_key\":\"a8d87a91bf91\",\"_type\":\"span\",\"marks\":[\"e249ac1e13d4\"],\"text\":\"Pizza Hut \"},{\"_key\":\"78253b496e41\",\"_type\":\"span\",\"marks\":[],\"text\":\"is one of the world’s best-known quick-service restaurant (QSR) brands, with over 19,000 global locations. The brand wanted to modernize how it engaged with digital customers, aiming to drive stronger loyalty and boost conversion across key markets.\"}],\"markDefs\":[{\"_key\":\"e249ac1e13d4\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/pizza-hut-case-study\"}],\"style\":\"normal\"},{\"_key\":\"38d2feec3baf\",\"_type\":\"block\",\"children\":[{\"_key\":\"96aea5e0b302\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"The problem\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"b85bd9478468\",\"_type\":\"block\",\"children\":[{\"_key\":\"92bba75eb569\",\"_type\":\"span\",\"marks\":[],\"text\":\"Before adopting Braze in spring 2019, Pizza Hut ran a solid email and SMS program—but the team saw room to improve. Their previous platform lacked mobile-native channels and didn’t provide a unified view of customer interactions across touchpoints. Pulling in the right data was slow and clunky, making it hard to deliver relevant messaging at speed or implement a \"},{\"_key\":\"3aa1256f9e2a\",\"_type\":\"span\",\"marks\":[\"8e436b609f93\"],\"text\":\"cross-channel strategy\"},{\"_key\":\"4ccd17dcc18d\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"8e436b609f93\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/3-cross-channel-engagement-campaigns\"}],\"style\":\"normal\"},{\"_key\":\"d0e232c57dc0\",\"_type\":\"block\",\"children\":[{\"_key\":\"2d450ae4bd9c\",\"_type\":\"span\",\"marks\":[],\"text\":\"To improve the customer experience and bridge that gap, the team aimed to expand into mobile channels and personalize more deeply across the board. But their legacy setup couldn’t support that vision—so they made the switch to Braze.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bdb12fe504d5\",\"_ref\":\"imported-craft-jy7vje3vrs\",\"_type\":\"videoReference\"},{\"_key\":\"8017a0dc46aa\",\"_type\":\"block\",\"children\":[{\"_key\":\"74093ec8bcff\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"The solution\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"17d6a2d8cadf\",\"_type\":\"block\",\"children\":[{\"_key\":\"1afd84f0f033\",\"_type\":\"span\",\"marks\":[],\"text\":\"Just a few months after migrating to Braze, the Pizza Hut team launched a sophisticated \"},{\"_key\":\"3af6b8d80803\",\"_type\":\"span\",\"marks\":[\"f3228c1ea2a2\"],\"text\":\"multivariate test\"},{\"_key\":\"3958d761eb29\",\"_type\":\"span\",\"marks\":[],\"text\":\" powered by their own \"},{\"_key\":\"2f6d5c687012\",\"_type\":\"span\",\"marks\":[\"022a129cd9d3\"],\"text\":\"Multi-Armed Bandit (MAB)\"},{\"_key\":\"02be1275eac3\",\"_type\":\"span\",\"marks\":[],\"text\":\" machine learning model—something they couldn’t have pulled off on their previous platform.\"}],\"markDefs\":[{\"_key\":\"f3228c1ea2a2\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/whats-testing-anyway\"},{\"_key\":\"022a129cd9d3\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/building-braze-intelligent-selection-overview\"}],\"style\":\"normal\"},{\"_key\":\"657e761d861a\",\"_type\":\"block\",\"children\":[{\"_key\":\"159bfafabc66\",\"_type\":\"span\",\"marks\":[],\"text\":\"With easier data integration, the flexibility of \"},{\"_key\":\"95eb0c5c29a5\",\"_type\":\"span\",\"marks\":[\"d833b9aeaff7\"],\"text\":\"Braze Canvas\"},{\"_key\":\"030ad30de70b\",\"_type\":\"span\",\"marks\":[],\"text\":\" and the ability to build complex dynamic logic using \"},{\"_key\":\"a073dc7829ee\",\"_type\":\"span\",\"marks\":[\"39bd78b707dd\"],\"text\":\"Liquid\"},{\"_key\":\"eade7c9c6584\",\"_type\":\"span\",\"marks\":[],\"text\":\", the team created highly targeted emails with hundreds of variants. Their MAB algorithm reviewed performance every few days and fed updated insights directly into the campaign, allowing them to optimize strategy in real time.\"}],\"markDefs\":[{\"_key\":\"d833b9aeaff7\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/videos/canvas-moving-beyond-basic\"},{\"_key\":\"39bd78b707dd\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/message-customization-done-right-with-braze-liquid-personalization\"}],\"style\":\"normal\"},{\"_key\":\"dd25d7093940\",\"_type\":\"block\",\"children\":[{\"_key\":\"773be1f4c6cb\",\"_type\":\"span\",\"marks\":[],\"text\":\"Since then, they’ve expanded their outreach with push notifications and in-app messages—building a cross-channel program that drives stronger engagement and business impact. The flexibility of the Braze platform has played a major role in helping the CRM team scale their efforts and deliver more personalized customer experiences.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"abd35e4dcfcf\",\"_type\":\"block\",\"children\":[{\"_key\":\"2a579b8e9e96\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"The results\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"595b58693b98\",\"_type\":\"block\",\"children\":[{\"_key\":\"dd4d880e8c76\",\"_type\":\"span\",\"marks\":[],\"text\":\"21% increase in average user sessions\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f83faccc727f\",\"_type\":\"block\",\"children\":[{\"_key\":\"81a0682b203c\",\"_type\":\"span\",\"marks\":[],\"text\":\"31% increase in conversions\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a41be3a9183c\",\"_type\":\"block\",\"children\":[{\"_key\":\"c5a771b43be7\",\"_type\":\"span\",\"marks\":[],\"text\":\"24% uplift in revenue per user\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"0749fb24f730\",\"_type\":\"block\",\"children\":[{\"_key\":\"2f52c696f13b\",\"_type\":\"span\",\"marks\":[],\"text\":\"13% improvement in repeat purchases\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a76e7a0adf1e\",\"_type\":\"block\",\"children\":[{\"_key\":\"d2a24f8b1e17\",\"_type\":\"span\",\"marks\":[],\"text\":\"By pairing machine learning with real-time segmentation and cross-channel orchestration, Pizza Hut created a more personalized, scalable engagement strategy—one that didn’t sacrifice speed or local nuance.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b28e77521358\",\"_type\":\"block\",\"children\":[{\"_key\":\"eedb83d73907\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Ticketek hits the right note with predictive targeting\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"51fc96264d2b\",\"_type\":\"block\",\"children\":[{\"_key\":\"66490b9db0fb\",\"_type\":\"span\",\"marks\":[\"04cc1136a971\"],\"text\":\"Ticketek\"},{\"_key\":\"53794ade6634\",\"_type\":\"span\",\"marks\":[],\"text\":\" is one of Australia’s largest ticketing platforms, helping fans discover and book live events across sports, music, arts, and entertainment. The brand’s goal is to deliver a smooth, personalized customer experience, from first discovery to final booking.\"}],\"markDefs\":[{\"_key\":\"04cc1136a971\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/ticketek-case-study\"}],\"style\":\"normal\"},{\"_key\":\"15d9277b647c\",\"_type\":\"block\",\"children\":[{\"_key\":\"c92d2ab137d9\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"The problem\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"768c8cc9a706\",\"_type\":\"block\",\"children\":[{\"_key\":\"6939c8781d83\",\"_type\":\"span\",\"marks\":[],\"text\":\"With millions of customers and a packed event calendar, Ticketek needed a better way to reach the right people with the right shows. Their existing strategy didn’t support advanced targeting and the team lacked tools to automate personalized outreach at scale. They wanted to boost engagement and drive conversions without overwhelming their audience with one-size-fits-all messaging.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f4356f271dbb\",\"_type\":\"richImage\",\"alt\":\"An email client displays a Ticketek 'New For You' email with various event promotions, and the BrazeAI logo.\",\"asset\":{\"_ref\":\"image-04a9bbb1e43def6ccc844aefb78e68dddda8aeac-2400x1300-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"779770bcadb9\",\"_type\":\"block\",\"children\":[{\"_key\":\"cada26b778af\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"The solution\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"b7b6eaf9fb4c\",\"_type\":\"block\",\"children\":[{\"_key\":\"26f57cf5b980\",\"_type\":\"span\",\"marks\":[],\"text\":\"Ticketek upgraded its Weekly Newsletter emails using \"},{\"_key\":\"a95ef4410e5c\",\"_type\":\"span\",\"marks\":[\"8079ccd816dd\"],\"text\":\"Braze Connected Content\"},{\"_key\":\"21731f504301\",\"_type\":\"span\",\"marks\":[],\"text\":\", pulling in live data from Snowflake to personalize event recommendations. By integrating \"},{\"_key\":\"e5b12234cb7e\",\"_type\":\"span\",\"marks\":[\"e9e5dc2e67c4\"],\"text\":\"Amazon Personalize\"},{\"_key\":\"370eb382624a\",\"_type\":\"span\",\"marks\":[],\"text\":\" through Braze Alloys partner AWS, the team used machine learning to generate dynamic suggestions for each user—no in-house ML expertise required.\"}],\"markDefs\":[{\"_key\":\"8079ccd816dd\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/braze-connected-content\"},{\"_key\":\"e9e5dc2e67c4\",\"_type\":\"link\",\"href\":\"http://localhost:8080/partners/technology-partners/aws-personalize\"}],\"style\":\"normal\"},{\"_key\":\"77b568030ea8\",\"_type\":\"block\",\"children\":[{\"_key\":\"335213246c60\",\"_type\":\"span\",\"marks\":[],\"text\":\"These personalized events appeared directly in the email, with each click feeding back into the system to refine future recommendations. 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With a strong focus on motivation and long-term results, 8fit aims to meet users where they are and keep them engaged on their journey.\"}],\"markDefs\":[{\"_key\":\"132a46e89840\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/8fit-case-study-predictive\"}],\"style\":\"normal\"},{\"_key\":\"733ac1e917f6\",\"_type\":\"block\",\"children\":[{\"_key\":\"5b1801bd8bb6\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"The problem\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"33c5a9a51d6a\",\"_type\":\"block\",\"children\":[{\"_key\":\"851152da5d95\",\"_type\":\"span\",\"marks\":[],\"text\":\"To grow subscriptions and boost conversions, 8fit wanted to personalize outreach without defaulting to broad discounting tactics. 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They chose Braze for its ease of use and ability to manage cross-channel messaging in one place, using email, push and in-app messages to support onboarding and boost engagement.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ad9ee1fc982b\",\"_type\":\"block\",\"children\":[{\"_key\":\"6a24a7cc4828\",\"_type\":\"span\",\"marks\":[],\"text\":\"Working with the Braze team, 8fit used Predictive Purchases—part of \"},{\"_key\":\"12415de997ed\",\"_type\":\"span\",\"marks\":[\"a1a17c6e3a03\"],\"text\":\"Predictive Suite\"},{\"_key\":\"32e509a4a45c\",\"_type\":\"span\",\"marks\":[],\"text\":\"—a machine learning tool that scores users based on their likelihood to buy. They targeted high-scoring users with smaller discounts and reserved bigger offers for low-intent audiences. Through targeted messaging to 1.6 million users, 8fit tested discount levels, channels, and message types, excluding low-likelihood users to improve efficiency. 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It helps home seekers access real estate listings, property insights, and expert content—all in one place. The goal is to keep users informed, engaged, and coming back as they move through the property journey.\"}],\"markDefs\":[{\"_key\":\"375b973091e1\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/nzme-oneroof-case-study\"}],\"style\":\"normal\"},{\"_key\":\"e552c8401740\",\"_type\":\"block\",\"children\":[{\"_key\":\"3daf753b08cd\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"The problem\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"b38771d1dc9f\",\"_type\":\"block\",\"children\":[{\"_key\":\"28840c7b3842\",\"_type\":\"span\",\"marks\":[],\"text\":\"OneRoof’s marketing team used email, but relied heavily on developers to build and trigger customizations through APIs. Without data integrations or custom attributes, they couldn’t personalize messages or test content effectively. That meant users browsing for homes in Auckland might receive listings for properties in Wellington—nearly 600 kilometers away.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e64821c8b62a\",\"_type\":\"block\",\"children\":[{\"_key\":\"54136ccd9ad6\",\"_type\":\"span\",\"marks\":[],\"text\":\"To fix this, the team shifted toward a more marketer-led, multi-channel approach. They built a data strategy focused on declared and inferred customer insights, then \"},{\"_key\":\"9981a6f6180d\",\"_type\":\"span\",\"marks\":[\"2abc41f3cfb5\"],\"text\":\"segmented audiences and personalized communications\"},{\"_key\":\"7452170c79f2\",\"_type\":\"span\",\"marks\":[],\"text\":\" based on behavior, preferences and location—making every message more relevant and timely.\"}],\"markDefs\":[{\"_key\":\"2abc41f3cfb5\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/what-smart-segmentation-looks-like\"}],\"style\":\"normal\"},{\"_key\":\"8516e856b2a8\",\"_type\":\"richImage\",\"alt\":\"BrazeAI logo with mobile and desktop screens showing a personalized OneRoof property journey.\",\"asset\":{\"_ref\":\"image-7fe5391dcb7354e196048465214452e3a2420e82-2400x1300-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"27b89f9b56dc\",\"_type\":\"block\",\"children\":[{\"_key\":\"7ab29814d7ed\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"The solution\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"340eb7fe355c\",\"_type\":\"block\",\"children\":[{\"_key\":\"371c4be9d5c1\",\"_type\":\"span\",\"marks\":[],\"text\":\"To create more relevant experiences, OneRoof introduced a Profile Builder that let users share whether they were buying or selling, their stage in the property journey and their preferred locations. 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This powered several new campaigns, each driven by real-time behavioral data and delivered when each user was most likely to engage.\"}],\"markDefs\":[{\"_key\":\"a91fcaceaae5\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/intelligent-delivery-assures-high-engagement-personalized-message-timing\"}],\"style\":\"normal\"},{\"_key\":\"d95b40dca531\",\"_type\":\"block\",\"children\":[{\"_key\":\"ee403957131b\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"The results\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"29f5ccd3bd14\",\"_type\":\"block\",\"children\":[{\"_key\":\"e4736f16a9cc\",\"_type\":\"span\",\"marks\":[],\"text\":\"77% conversion rate of turning prospects into registered customers\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"03e562850fb6\",\"_type\":\"block\",\"children\":[{\"_key\":\"d0afae935dd5\",\"_type\":\"span\",\"marks\":[],\"text\":\"23% increase in email click-to-open rate using Braze Intelligent Timing send-time optimization\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"cc6145e7fcbf\",\"_type\":\"block\",\"children\":[{\"_key\":\"04ca07148ff5\",\"_type\":\"span\",\"marks\":[],\"text\":\"218% uplift in total clicks to property listings with ML-powered dynamic emails and IAMS\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2de4b47d2fb2\",\"_type\":\"block\",\"children\":[{\"_key\":\"9bd912da4d73\",\"_type\":\"span\",\"marks\":[],\"text\":\"57% uplift in unique clicks with ML-powered dynamic emails and IAMS\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8ce8105e36da\",\"_type\":\"block\",\"children\":[{\"_key\":\"9143031321bd\",\"_type\":\"span\",\"marks\":[],\"text\":\"50+% user growth year-over-year\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"adf9f8d73c5f\",\"_type\":\"block\",\"children\":[{\"_key\":\"139474bf371f\",\"_type\":\"span\",\"marks\":[],\"text\":\"By combining AI-powered recommendations with suburb-level personalization, OneRoof replaced generic content with localized, dynamic messaging.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c4696bae9ba3\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"ed4d3bb63344\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Read now\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/how-braze-stays-ahead-of-the-curve-on-ai\"}}],\"body\":[{\"_key\":\"68fb8fd65e97\",\"_type\":\"block\",\"children\":[{\"_key\":\"13a542ed0e19\",\"_type\":\"span\",\"marks\":[],\"text\":\"For a closer look at how Braze continues to lead in this space, check out how \"},{\"_key\":\"083882bee508\",\"_type\":\"span\",\"marks\":[\"3ea7583e803d\"],\"text\":\"Braze stays ahead of the curve on AI\"},{\"_key\":\"9fff30e0e427\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"3ea7583e803d\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/how-braze-stays-ahead-of-the-curve-on-ai\"}],\"style\":\"normal\"}]},{\"_key\":\"5212252403f5\",\"_type\":\"anchor\",\"anchorId\":\"help\"},{\"_key\":\"c5a8a2a93dcc\",\"_type\":\"block\",\"children\":[{\"_key\":\"57deaf298068\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"How can machine learning help your marketing strategy?\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"1ca4509cd3af\",\"_type\":\"block\",\"children\":[{\"_key\":\"ce12f93ddf09\",\"_type\":\"span\",\"marks\":[],\"text\":\"Machine learning gives your marketing strategy more precision, more speed and more room to grow. Instead of reacting to what already happened, you can anticipate what’s coming and build campaigns that meet customers right where they are.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4850e86aec25\",\"_type\":\"block\",\"children\":[{\"_key\":\"40847862c701\",\"_type\":\"span\",\"marks\":[],\"text\":\"Here’s how it fits into the bigger picture:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c960129d1b38\",\"_type\":\"block\",\"children\":[{\"_key\":\"1736fc282f95\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"You can move faster\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"a637fd0b75db\",\"_type\":\"block\",\"children\":[{\"_key\":\"0df1e747d388\",\"_type\":\"span\",\"marks\":[],\"text\":\"Machine learning cuts through complexity. It helps turn raw data into usable insights, automate repetitive decisions, and act while the window of opportunity is still open.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d9c0a701da5a\",\"_type\":\"block\",\"children\":[{\"_key\":\"baa1952ab1e7\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"You can personalize at scale\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"bb37d0727e73\",\"_type\":\"block\",\"children\":[{\"_key\":\"fea4a19f6c5c\",\"_type\":\"span\",\"marks\":[],\"text\":\"Whether you're segmenting users, recommending content, or adjusting message timing, machine learning adapts to each customer. That creates experiences that feel personal—even when you’re reaching millions.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4d880fc56580\",\"_type\":\"block\",\"children\":[{\"_key\":\"4624aa984e5a\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"You can optimize constantly\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"8e16db7ecfc4\",\"_type\":\"block\",\"children\":[{\"_key\":\"d68dc4e37b55\",\"_type\":\"span\",\"marks\":[],\"text\":\"The best marketing strategies evolve. Machine learning helps you test, learn, and improve in the background, so your campaigns get smarter over time without needing constant manual input.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d62525e5da95\",\"_type\":\"block\",\"children\":[{\"_key\":\"cf09f1fea0ba\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"You can build stronger customer relationships\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"2686a1576c64\",\"_type\":\"block\",\"children\":[{\"_key\":\"133bf710601c\",\"_type\":\"span\",\"marks\":[],\"text\":\"When you reach people with the right message at the right moment, you build trust. And when campaigns reflect real needs and interests, you increase customer satisfaction across every touchpoint.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"dbe01a4755b4\",\"_type\":\"block\",\"children\":[{\"_key\":\"6db3e883bf67\",\"_type\":\"span\",\"marks\":[],\"text\":\"In short, machine learning helps you stop reacting and start anticipating. That shift can unlock better performance, happier customers, and a strategy that adapts as fast as your audience does.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"89ac8abadcb9\",\"_type\":\"anchor\",\"anchorId\":\"conclusion\"},{\"_key\":\"b84d93917e67\",\"_type\":\"block\",\"children\":[{\"_key\":\"52adc6cb7d58\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Final thoughts\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"86bbe0fcf38f\",\"_type\":\"block\",\"children\":[{\"_key\":\"b00f57951538\",\"_type\":\"span\",\"marks\":[],\"text\":\"Every customer action tells a story—machine learning helps you listen better and respond faster. From predicting what someone might do next to personalizing when and how you show up, it adds depth to your strategy without adding complexity.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a0968f8500ea\",\"_type\":\"block\",\"children\":[{\"_key\":\"71d89a0b5cd9\",\"_type\":\"span\",\"marks\":[],\"text\":\"The brands seeing the biggest results aren’t waiting for a perfect moment to start—they’re building smarter, more responsive journeys right now.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1c9926edfdfe\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"c1ca33f180e1\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Connect with sales\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"https://www.braze.com/get-started\"}}],\"heading\":\"Ready to grow? Talk to our sales team.\"},{\"_key\":\"e570341e0b49\",\"_type\":\"anchor\",\"anchorId\":\"faqs\"},{\"_key\":\"8bdfd7aaba8c\",\"_type\":\"block\",\"children\":[{\"_key\":\"573a1cb9f578\",\"_type\":\"span\",\"marks\":[\"strong\",\"em\"],\"text\":\"Forward-Looking Statements\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"79cbc1a789c6\",\"_type\":\"block\",\"children\":[{\"_key\":\"685392d373fd\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"$36\"}],\"markDefs\":[],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/f0d8c0c2adc9a6ccc11f8e3c521af2473ce676fa-2400x1600.png\",\"publishedDate\":\"2025-05-09T14:49:00.000Z\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-a9975a513a326d7574bc8b8e3ed52fbfc44ef80b-2400x1256-png\",\"_type\":\"reference\"}},\"pageDescription\":\"Discover how brands use machine learning in marketing to predict behavior, boost conversions, and deliver personalized campaigns that actually perform.\",\"pageTitle\":\"Machine learning marketing that drives results | Braze\",\"slug\":{\"_type\":\"slug\",\"current\":\"machine-learning-marketing\"}},\"title\":\"Harnessing machine learning in marketing: Benefits, use cases and best practices\"},{\"_id\":\"0a8edffd-58ee-4243-aa58-5b1dad1d1f4a\",\"_type\":\"blogPost\",\"body\":[{\"_key\":\"2b4f36496eca\",\"_type\":\"block\",\"children\":[{\"_key\":\"e136dcab46de\",\"_type\":\"span\",\"marks\":[],\"text\":\"Over the years, marketing data has evolved dramatically. We've moved from static spreadsheets to dynamic dashboards, from manual data pulls to AI-powered insights. Yet for most marketers, accessing data still requires the technical expertise for SQL queries or dependence on data teams.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"20fc652246b1\",\"_type\":\"block\",\"children\":[{\"_key\":\"ba61a80188e4\",\"_type\":\"span\",\"marks\":[],\"text\":\"Today, that barrier falls. Braze is excited to introduce our MCP Server (beta), putting the power of conversational data interaction into anyone’s hands.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d7e1619a87d3\",\"_type\":\"block\",\"children\":[{\"_key\":\"7b1e9468b967\",\"_type\":\"span\",\"marks\":[],\"text\":\"If you can type a question, you can explore your Braze ecosystem. Want to understand your campaign landscape? Review your most and least used segments for cleanup or targeting? Generate strategic recommendations for your next meeting? It's now possible through a simple conversation. The same data access that once required specialized skills is now available to any marketer ready to reach out and use it.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5ba03f38ad87\",\"_type\":\"block\",\"children\":[{\"_key\":\"b69aac4cf061\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Getting started is simple\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"c25edf586e98\",\"_type\":\"block\",\"children\":[{\"_key\":\"dcf1b7f46277\",\"_type\":\"span\",\"marks\":[],\"text\":\"MCP stands for Model Context Protocol, which is an open-source framework \"},{\"_key\":\"fe0d45c262d3\",\"_type\":\"span\",\"marks\":[\"5577603f3fa9\"],\"text\":\"launched by Anthropic\"},{\"_key\":\"cfe3be630246\",\"_type\":\"span\",\"marks\":[],\"text\":\" to standardize how AI systems interact with other technologies. The Braze MCP Server is a simple, industry-standard way to give LLMs—like ChatGPT or Claude—context from your Braze data. 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To get started:\"}],\"markDefs\":[{\"_key\":\"5577603f3fa9\",\"_type\":\"link\",\"href\":\"https://venturebeat.com/data-infrastructure/anthropic-releases-model-context-protocol-to-standardize-ai-data-integration/\"}],\"style\":\"normal\"},{\"_key\":\"2f910d7b9167\",\"_type\":\"block\",\"children\":[{\"_key\":\"909e27c68bf3\",\"_type\":\"span\",\"marks\":[],\"text\":\"Choose where you’ll work: \"},{\"_key\":\"0ff697163e27\",\"_type\":\"span\",\"marks\":[\"bf43d089442d\"],\"text\":\"Claude Desktop\"},{\"_key\":\"352668fc728f\",\"_type\":\"span\",\"marks\":[],\"text\":\", \"},{\"_key\":\"b271c4369326\",\"_type\":\"span\",\"marks\":[\"16c1df9e5cc3\"],\"text\":\"Cursor\"},{\"_key\":\"72fca9a06f9e\",\"_type\":\"span\",\"marks\":[],\"text\":\", \"},{\"_key\":\"a80628834524\",\"_type\":\"span\",\"marks\":[\"d67f15215f4a\"],\"text\":\"VS Code\"},{\"_key\":\"6d5c239ca36f\",\"_type\":\"span\",\"marks\":[],\"text\":\", or any client\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"bf43d089442d\",\"_type\":\"link\",\"href\":\"https://claude.ai/download\"},{\"_key\":\"16c1df9e5cc3\",\"_type\":\"link\",\"href\":\"https://cursor.com/downloads\"},{\"_key\":\"d67f15215f4a\",\"_type\":\"link\",\"href\":\"https://code.visualstudio.com/download\"}],\"style\":\"normal\"},{\"_key\":\"6d5e42a00633\",\"_type\":\"block\",\"children\":[{\"_key\":\"7c6edeb4fed5\",\"_type\":\"span\",\"marks\":[],\"text\":\"Create an API key and grab your base URL in Braze\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8ffeba81d8a4\",\"_type\":\"block\",\"children\":[{\"_key\":\"152cba12b3c7\",\"_type\":\"span\",\"marks\":[],\"text\":\"Find these in “Settings” in your dashboard\"}],\"level\":2,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d91de033aa5a\",\"_type\":\"block\",\"children\":[{\"_key\":\"6d8f285eaa73\",\"_type\":\"span\",\"marks\":[],\"text\":\"Finish \"},{\"_key\":\"dd8e9ef157c5\",\"_type\":\"span\",\"marks\":[\"61c87c099b34\"],\"text\":\"a few simple steps\"},{\"_key\":\"0a6ae3910061\",\"_type\":\"span\",\"marks\":[],\"text\":\" to install the MCP server\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"61c87c099b34\",\"_type\":\"link\",\"href\":\"http://braze.com/docs/mcp\"}],\"style\":\"normal\"},{\"_key\":\"a2a8a2378794\",\"_type\":\"block\",\"children\":[{\"_key\":\"5c054df319de\",\"_type\":\"span\",\"marks\":[],\"text\":\"Start asking questions!\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"18637df7be25\",\"_type\":\"block\",\"children\":[{\"_key\":\"0828b3d829ed\",\"_type\":\"span\",\"marks\":[],\"text\":\"The full setup can take under 10 minutes.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"91571e3d3c9c\",\"_type\":\"block\",\"children\":[{\"_key\":\"32d486cb8184\",\"_type\":\"span\",\"marks\":[],\"text\":\"You can access the \"},{\"_key\":\"5dedc74503f3\",\"_type\":\"span\",\"marks\":[\"aa904e242a74\"],\"text\":\"full documentation for the MCP Server here\"},{\"_key\":\"76821270542b\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"aa904e242a74\",\"_type\":\"link\",\"href\":\"http://braze.com/docs/mcp\"}],\"style\":\"normal\"},{\"_key\":\"abc00221ba44\",\"_type\":\"block\",\"children\":[{\"_key\":\"d6746c961857\",\"_type\":\"span\",\"marks\":[],\"text\":\"Once configured, the MCP Server acts as a bridge between AI tools and your Braze account, giving you conversational access to campaigns, canvases, segments, custom attributes, and more.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b4a8c6d70edf\",\"_type\":\"block\",\"children\":[{\"_key\":\"a446ab9a2910\",\"_type\":\"span\",\"marks\":[],\"text\":\"Ask questions in plain English and get answers in seconds. No SQL, no complex query builders—just answers, when you need them.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8a21e9568709\",\"_type\":\"block\",\"children\":[{\"_key\":\"ed485da9c2b8\",\"_type\":\"span\",\"marks\":[],\"text\":\"MCP is an open source, industry trending protocol for enabling large language models (LLMs) to access and use external tools and data sources. Based on it, Braze has developed the Braze MCP Server.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1e58875c53a7\",\"_type\":\"block\",\"children\":[{\"_key\":\"18d7dd925443\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"From our beta testing: How we're using the MCP today\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"d135aefda668\",\"_type\":\"block\",\"children\":[{\"_key\":\"a6cbc527759d\",\"_type\":\"span\",\"marks\":[],\"text\":\"At Braze, our internal marketing team uses Braze to send messages to our customers. Our team has been using our MCP Server for weeks to discover new insights. They have been interested in the answer to the question, \\\"What would actually help us improve our day-to-day and results?\\\" Here are some of the conversations we are using with the MCP that are starting to change how we work.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3a0dc66fe9ba\",\"_type\":\"richImage\",\"alt\":\"a purple box that says mcp prompt let 's start with an overview\",\"asset\":{\"_ref\":\"image-21b6ec7bcd7bde4e3eeab014eacbbc022e31c525-2400x1200-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"fef6eebe7eea\",\"_type\":\"block\",\"children\":[{\"_key\":\"c841039835e5\",\"_type\":\"span\",\"marks\":[],\"text\":\"We wanted to start with a basic overview of our marketing programs, so we prompted “Let's get a count of all Campaigns and Canvases by Fiscal year.” This would help us get on the same page with the MCP, which provided a cool overview of key details including that FY’25 was our peak with more than 215 items; FY’26 has already had close to 100 items halfway through the year; our use of Canvas jumped from 5 in FY’24 to nearly 70 so far in FY’26. The natural follow-up: \\\"Based on our current pace, how many items will we launch by year-end?\\\" MCP projected ~200 total items, making FY’26 comparable to our record year. This insight helped out team discussions about capacity planning and resource allocation, but we still had plenty of questions left.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"312fae12213c\",\"_type\":\"richImage\",\"alt\":\"a mcp prompt that says show us what 's actually working\",\"asset\":{\"_ref\":\"image-a2256459716817e66345f7062e7e3fb714f135bc-2400x1200-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"c0a61386decf\",\"_type\":\"block\",\"children\":[{\"_key\":\"d5c843c15cc8\",\"_type\":\"span\",\"marks\":[],\"text\":\"Next, we dove into performance: \\\"Summarize July 2025 campaign and Canvas performance.\\\" The MCP was able to highlight some obvious patterns in just a few minutes. Product education and community newsletters had the highest open rates. End-of-month sends outperformed mid-month by 2X. The MCP was even able to show us useful insights on our tone, noting that \\\"big announcement\\\" energy outperformed our more involved nurture campaigns. These insights made us excited to adjust strategy. Of course, the next step was to ask the MCP what we should do with all this information.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"287f1e9f5b11\",\"_type\":\"richImage\",\"alt\":\"a purple box that says mcp prompt turn this into action\",\"asset\":{\"_ref\":\"image-9ffaff12443f7098c259257c900e2967a3bb6f10-2400x1200-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"1c3f53fc1fd2\",\"_type\":\"block\",\"children\":[{\"_key\":\"9fab10ad6f55\",\"_type\":\"span\",\"marks\":[],\"text\":\"Finally we prompted: “Can you share 2 things to start doing, 2 things to continue doing, 2 things to stop doing based on these insights?” The MCP generated a simple and clear set of actions backed by the data we had just discovered. Start: Monthly product spotlights and end-of-month scheduling. Continue: Sophisticated Canvas workflows and community series. Stop: Zero-activity event campaigns and duplicative campaigns that cluttered our system.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9c9d4620325d\",\"_type\":\"block\",\"children\":[{\"_key\":\"cd243b60d190\",\"_type\":\"span\",\"marks\":[],\"text\":\"As a huge bonus, the MCP discovered 180+ redundant custom attributes that we blocklisted along with a large set of unused segments we’d been meaning to clean up. It even provided a plan to archive them up easily. Win!\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"652df2c8a83c\",\"_type\":\"block\",\"children\":[{\"_key\":\"7758fadedecc\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Pro tips from our internal testing\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"ee0ea2a56fc8\",\"_type\":\"block\",\"children\":[{\"_key\":\"c37ba906a86f\",\"_type\":\"span\",\"marks\":[],\"text\":\"Our own testing has led to a few insights we want to share with you to help improve your own MCP results:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"202a8473dcca\",\"_type\":\"block\",\"children\":[{\"_key\":\"6dfc15490bdf\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Specificity matters.\"},{\"_key\":\"46c573bbb322\",\"_type\":\"span\",\"marks\":[],\"text\":\" \\\"July 2025 performance\\\" generates far more accurate insights than \\\"recent performance.\\\" Include date ranges, specify if you want just Campaigns or also Canvases, include campaign names or categories and specific data types when possible. Similarly, overly broad prompts lead to worse results than specific ones. So don’t aim for “tell me about performance for all messaging in the last ten years.”\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"cface6076172\",\"_type\":\"block\",\"children\":[{\"_key\":\"5cb51a8dfb46\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Watch for partial data.\"},{\"_key\":\"ef674774e87c\",\"_type\":\"span\",\"marks\":[],\"text\":\" MCP might initially return results from a partial data set if your prompt doesn’t cover all the bases. A simple \\\"check for additional results from [range]\\\" helped to ensure more comprehensive results. Trust your gut—if something seems off, investigate it with additional prompts or try again.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f96eac42eef6\",\"_type\":\"block\",\"children\":[{\"_key\":\"96fafd66151c\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Stuck in a loop?\"},{\"_key\":\"15eefaf8d5ca\",\"_type\":\"span\",\"marks\":[],\"text\":\" If the AI repeats itself or seems stuck, simply redirect with a new question. Think of yourself as the guide when it comes to course-correcting the MCP on a search that might well be covering a hugely broad data set. Consider starting a new chat and then changing your prompt to be more specific.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6952c3a9e966\",\"_type\":\"block\",\"children\":[{\"_key\":\"f5bb9663a249\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Go a level deeper: \"},{\"_key\":\"d1d0f2f3c76e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Got through a great analysis and you're happy with the insights or suggestions the server gave you? Ask the MCP Server what else it has to offer or teach you. Bonus, you'll learn more about how it processes, which can help you shape smarter prompts for future conversations. You can even ask it to generate charts and other visuals to help you.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"896797b125b1\",\"_type\":\"block\",\"children\":[{\"_key\":\"a0216ab77b56\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Easily narrow recommendations by impact:\"},{\"_key\":\"6b6069191577\",\"_type\":\"span\",\"marks\":[],\"text\":\" MCP will offer up a ton of information for you, which can feel like a lot to sort through. If you're short on time and want a prioritized list fast, just ask! You might prompt it to give you what it thinks will have the biggest impact, what is the quickest win, or what will save you the most time over the long haul, for example.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1bbdbae56fac\",\"_type\":\"block\",\"children\":[{\"_key\":\"32a21905911c\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Always be managing up:\"},{\"_key\":\"a22592e1dc7a\",\"_type\":\"span\",\"marks\":[],\"text\":\" Half of a marketer’s job is telling their own story internally (at least it can feel that way!). MCP can help you shape that story. Want to make a slide summary for your CMO based on what you learned? Ask away. Looking for some data visualizations you can drop in Slack to showcase your impact? Ask away. Trying to summarize something funky going on with your custom events to better inform your engineers? Let it know.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"0ee7d4bad237\",\"_type\":\"block\",\"children\":[{\"_key\":\"5a1cb7703274\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Join the beta\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"79863b21f4fb\",\"_type\":\"block\",\"children\":[{\"_key\":\"1d7591df32af\",\"_type\":\"span\",\"marks\":[],\"text\":\"MCP servers are leading-edge, so we're opening up access to the Beta to Braze users who are ready to transform how they interact with their data. You'll get read-only access to campaign, canvas, segment, and attribute data through natural conversation. Security remains paramount. We strongly recommend creating dedicated API keys for MCP (never reuse existing ones) and scoping them appropriately to avoid giving the MCP access to more information and actions than intended. While AI is remarkably powerful for pattern recognition and data exploration, it’s a best practice to verify any critical insights that it surfaces before making major strategic decisions. Our suggested Braze MCP Server setup has been developed to retrieve fields that contain non-PII data - just the insights and information you need to understand your customer engagement ecosystem better than ever before.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"49a310d8ab64\",\"_type\":\"block\",\"children\":[{\"_key\":\"cd2621120ac4\",\"_type\":\"span\",\"marks\":[],\"text\":\"Ready to unlock conversational access to your Braze data? The future of customer engagement is conversational, and it's available now. No need to ask your account team for access—all customers have access starting today. Simply follow our documentation to get started. Usage of the Braze MCP server falls under our beta terms. Send feedback to mcp-product@braze.com as you discover new use cases and push the boundaries of what's possible.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7ea3744d0108\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"3e2e2a401a02\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Read now\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"http://braze.com/docs/mcp\"}}],\"heading\":\"Get started today\"},{\"_key\":\"f744c6153e32\",\"_type\":\"block\",\"children\":[{\"_key\":\"2b301f51e19b\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ec921e8ccca1\",\"_type\":\"block\",\"children\":[{\"_key\":\"5c6fffd5dea8\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Disclaimer\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"318185f16bd4\",\"_type\":\"block\",\"children\":[{\"_key\":\"da2140a8184a\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"The \"},{\"_key\":\"1da251cd67a1\",\"_type\":\"span\",\"marks\":[\"539c0c4fcaad\",\"em\"],\"text\":\"Model Context Protocol\"},{\"_key\":\"fb7b7739c244\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\" is a newly introduced open-source protocol that may be susceptible to security issues or vulnerabilities at this time. The Braze MCP Server setup code and instructions are provided by Braze “as is” and without any warranties, and customers use it at their own risk. Braze shall not be responsible for any consequences arising from improper setup, misuse of the MCP, or any potential security issues that may arise. Braze strongly encourages customers to review their configurations carefully and to follow the outlined guidelines to reduce risks associated with the integrity and security of their Braze environment.\"}],\"markDefs\":[{\"_key\":\"539c0c4fcaad\",\"_type\":\"link\",\"href\":\"https://modelcontextprotocol.io/overview\"}],\"style\":\"normal\"},{\"_key\":\"3ad49814fc64\",\"_type\":\"block\",\"children\":[{\"_key\":\"16379c31360b\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"For assistance or clarification, please contact our support team.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5e4b77fbf942\",\"_type\":\"block\",\"children\":[{\"_key\":\"e16024c5844a\",\"_type\":\"span\",\"marks\":[],\"text\":\"\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bedb7d7cba75\",\"_type\":\"block\",\"children\":[{\"_key\":\"fc3264b02f6d\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Forward-looking statements\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5ac8e2c22e11\",\"_type\":\"block\",\"children\":[{\"_key\":\"fd7d3e6a75f5\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"$37\"},{\"_key\":\"65b54acbaa7c\",\"_type\":\"span\",\"marks\":[],\"text\":\"\\n\"}],\"markDefs\":[],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/ed0150fd7913947d2af37699f73663aa6d5b057e-1920x1080.png\",\"publishedDate\":\"2025-08-12T20:30:00.000Z\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-ff723d537980c491105ff17deb82af76a3a32782-1200x628-png\",\"_type\":\"reference\"}},\"pageDescription\":\"The Braze MCP Server is a simple, industry-standard way to give LLMs—like ChatGPT or Claude—context from your Braze data. Learn how to make the most of this key new tool.\",\"pageTitle\":\"Introducing the Braze MCP Server\",\"slug\":{\"_type\":\"slug\",\"current\":\"introducing-braze-mcp-server\"}},\"title\":\"Introducing the Braze MCP Server: Conversational access to your customer engagement data\"},{\"_id\":\"0bfc4f91-af4b-4e49-bd1b-eae254082df4\",\"_type\":\"blogPost\",\"body\":[{\"_key\":\"14ee4c0a95b0\",\"_type\":\"block\",\"children\":[{\"_key\":\"04bd495f8f32\",\"_type\":\"span\",\"marks\":[],\"text\":\"A new customer signs up. They’re curious, motivated, ready to see what your product can do. But instead of a smooth introduction, they hit a wall: Clunky forms, vague guidance, a confusing path forward. Enthusiasm fades, and just like that—you’ve lost a valuable opportunity to build a lasting relationship.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e3c29a02e64d\",\"_type\":\"block\",\"children\":[{\"_key\":\"edc252c3ec90\",\"_type\":\"span\",\"marks\":[],\"text\":\"This kind of friction isn’t just frustrating for users. It’s costly for your business.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8de5d72ee362\",\"_type\":\"block\",\"children\":[{\"_key\":\"6595114f89fb\",\"_type\":\"span\",\"marks\":[],\"text\":\"Manual onboarding workflows can’t often keep pace with user expectations or team capacity. They often miss the mark when it comes to timing, relevance, and personalization. That’s where \"},{\"_key\":\"f81ee72998e9\",\"_type\":\"span\",\"marks\":[\"be44f18ffd0b\"],\"text\":\"customer onboarding automation\"},{\"_key\":\"3c115b6dadf4\",\"_type\":\"span\",\"marks\":[],\"text\":\" steps in.\"}],\"markDefs\":[{\"_key\":\"be44f18ffd0b\",\"_type\":\"link\",\"href\":\"https://www.braze.com/solutions/optimize-onboarding\"}],\"style\":\"normal\"},{\"_key\":\"5efcc2904199\",\"_type\":\"block\",\"children\":[{\"_key\":\"b1fc318cc62b\",\"_type\":\"span\",\"marks\":[],\"text\":\"An automated customer onboarding process helps you deliver faster, more intuitive experiences from the very first interaction. A good automated onboarding flow adapts to user behavior in real time for a \"},{\"_key\":\"e52295b8ce59\",\"_type\":\"span\",\"marks\":[\"69fd15c5c231\"],\"text\":\"high-impact journeys\"},{\"_key\":\"2bb15a952020\",\"_type\":\"span\",\"marks\":[],\"text\":\", without the need for constant manual input.\"}],\"markDefs\":[{\"_key\":\"69fd15c5c231\",\"_type\":\"link\",\"href\":\"https://www.braze.com/product/journey-orchestration\"}],\"style\":\"normal\"},{\"_key\":\"77756d49a1a9\",\"_type\":\"block\",\"children\":[{\"_key\":\"3f83652c8e1b\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Contents\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"38c73b1881d9\",\"_type\":\"block\",\"children\":[{\"_key\":\"91096c8bcb0c\",\"_type\":\"span\",\"marks\":[\"a4485f1a326b\"],\"text\":\"What is customer onboarding?\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"a4485f1a326b\",\"_type\":\"link\",\"blank\":false,\"href\":\"customer-onboarding-automation#what\"}],\"style\":\"normal\"},{\"_key\":\"c19a525a1114\",\"_type\":\"block\",\"children\":[{\"_key\":\"d6488bb4ed8e\",\"_type\":\"span\",\"marks\":[\"6786ebd82b12\"],\"text\":\"What is customer onboarding automation?\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"6786ebd82b12\",\"_type\":\"link\",\"blank\":false,\"href\":\"customer-onboarding-automation#automation\"}],\"style\":\"normal\"},{\"_key\":\"0f61b813a67e\",\"_type\":\"block\",\"children\":[{\"_key\":\"15a61650202e\",\"_type\":\"span\",\"marks\":[\"8c41ac105ed1\"],\"text\":\"The benefits of automated customer onboarding\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"8c41ac105ed1\",\"_type\":\"link\",\"blank\":false,\"href\":\"customer-onboarding-automation#benefits\"}],\"style\":\"normal\"},{\"_key\":\"96ad8c59079b\",\"_type\":\"block\",\"children\":[{\"_key\":\"fd37e3f3278a\",\"_type\":\"span\",\"marks\":[\"801c3e4a52be\"],\"text\":\"Practical tips for an automated customer onboarding process\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"801c3e4a52be\",\"_type\":\"link\",\"blank\":false,\"href\":\"customer-onboarding-automation#tips\"}],\"style\":\"normal\"},{\"_key\":\"54295567517b\",\"_type\":\"block\",\"children\":[{\"_key\":\"aaeec5606a8f\",\"_type\":\"span\",\"marks\":[\"5fd2935cc1fa\"],\"text\":\"Best practices for an automated onboarding process\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"5fd2935cc1fa\",\"_type\":\"link\",\"blank\":false,\"href\":\"customer-onboarding-automation#best-practices\"}],\"style\":\"normal\"},{\"_key\":\"cfda4e49e51a\",\"_type\":\"block\",\"children\":[{\"_key\":\"1580e9b53778\",\"_type\":\"span\",\"marks\":[\"1c8ad9bae3bd\"],\"text\":\"Real-world examples of customer onboarding automation using Braze\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"1c8ad9bae3bd\",\"_type\":\"link\",\"blank\":false,\"href\":\"#examples\"}],\"style\":\"normal\"},{\"_key\":\"829b9cb4cd27\",\"_type\":\"block\",\"children\":[{\"_key\":\"523c8bb3601e\",\"_type\":\"span\",\"marks\":[\"f991c376a904\"],\"text\":\"Bring your onboarding strategy to life with Braze\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"f991c376a904\",\"_type\":\"link\",\"blank\":false,\"href\":\"customer-onboarding-automation#conclusion\"}],\"style\":\"normal\"},{\"_key\":\"a8ed7128bc22\",\"_type\":\"block\",\"children\":[{\"_key\":\"0e498c9e2564\",\"_type\":\"span\",\"marks\":[\"0c56fdc85db8\"],\"text\":\"Automated customer onboarding FAQs\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"0c56fdc85db8\",\"_type\":\"link\",\"blank\":false,\"href\":\"faqs\"}],\"style\":\"normal\"},{\"_key\":\"bb9c0fe07063\",\"_type\":\"anchor\",\"anchorId\":\"what\"},{\"_key\":\"56ad82abd374\",\"_type\":\"block\",\"children\":[{\"_key\":\"31c91666b145\",\"_type\":\"span\",\"marks\":[],\"text\":\"What is customer onboarding?\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"56353ee331a8\",\"_type\":\"block\",\"children\":[{\"_key\":\"5769006924ef\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer onboarding is the process of guiding new customers through the initial stages of their experience with a product or service. The goal of onboarding is to help customers understand how to use the product, app, or services effectively, ensuring they derive maximum value from it and fostering a positive relationship from the outset.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d0f14ba227fb\",\"_type\":\"block\",\"children\":[{\"_key\":\"5669fcf666c8\",\"_type\":\"span\",\"marks\":[],\"text\":\"Done well, onboarding builds confidence and trust. It turns curiosity into habit, and first-time users into long-term customers. Rather than overwhelming new users with information, \"},{\"_key\":\"22565c2df168\",\"_type\":\"span\",\"marks\":[\"723e727b9041\"],\"text\":\"great onboarding meets them where they are\"},{\"_key\":\"5be99a36f6f8\",\"_type\":\"span\",\"marks\":[],\"text\":\", offering guidance, support, and just the right amount of context along the way.\"}],\"markDefs\":[{\"_key\":\"723e727b9041\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/whats-onboarding\"}],\"style\":\"normal\"},{\"_key\":\"dce80fdee702\",\"_type\":\"block\",\"children\":[{\"_key\":\"c7d9df909cf7\",\"_type\":\"span\",\"marks\":[],\"text\":\"The process usually unfolds in four key phases:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a4e8255187db\",\"_type\":\"block\",\"children\":[{\"_key\":\"80a6c78cd730\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Pre-boarding\"},{\"_key\":\"fd7e396d1bd0\",\"_type\":\"span\",\"marks\":[],\"text\":\": This early stage is about setting expectations. You gather essential details, establish communication preferences, and begin building a sense of familiarity.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"28fbaddb78db\",\"_type\":\"block\",\"children\":[{\"_key\":\"f03d3bd0acff\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Onboarding\"},{\"_key\":\"6a28a39415d8\",\"_type\":\"span\",\"marks\":[],\"text\":\": Now it’s time to guide. Product tours, how-to content, and welcome messages help users understand what’s possible—and how to get started.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"209c6e197b5d\",\"_type\":\"block\",\"children\":[{\"_key\":\"0909dfdbb6a8\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Training\"},{\"_key\":\"a0f2c853abd5\",\"_type\":\"span\",\"marks\":[],\"text\":\": This is where things get interactive. Whether it’s deeper education, feature highlights, or tailored use cases, this phase helps users feel confident and in control.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e723acaa3360\",\"_type\":\"block\",\"children\":[{\"_key\":\"3082ee246d2a\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Transition\"},{\"_key\":\"2db2b1817a0e\",\"_type\":\"span\",\"marks\":[],\"text\":\": Once users are engaging regularly, onboarding shifts into the background. But the experience still matters. This is when habits form and loyalty grows.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"dda0e1d53596\",\"_type\":\"richImage\",\"alt\":\"a computer screen shows a flow chart with a message that says \\\" great news an item that you wanted recently went on sale \\\"\",\"asset\":{\"_ref\":\"image-dabd217503f121309efcc19845fe755d1e1dfb1e-2400x1444-png\",\"_type\":\"reference\"}},{\"_key\":\"1301d8e8e59d\",\"_type\":\"block\",\"children\":[{\"_key\":\"a77c2fd32b79\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer onboarding might include product walkthroughs, interactive tutorials, or even live sessions—what matters most is clarity, relevance, and timing. Each touchpoint should feel personalized and purposeful.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2aec2126aebb\",\"_type\":\"block\",\"children\":[{\"_key\":\"9f21bf543eed\",\"_type\":\"span\",\"marks\":[],\"text\":\"Some businesses frame onboarding around the \\\"5 C's\\\":\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2d9d67c19514\",\"_type\":\"block\",\"children\":[{\"_key\":\"34b12f12935e\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Compliance\"},{\"_key\":\"af302704dd3f\",\"_type\":\"span\",\"marks\":[],\"text\":\": Make the rules and responsibilities easy to understand.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6ecef2541255\",\"_type\":\"block\",\"children\":[{\"_key\":\"f140d6437573\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Clarification\"},{\"_key\":\"25ee37afcff2\",\"_type\":\"span\",\"marks\":[],\"text\":\": Proactively answer common questions before they become blockers.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8458db814d8c\",\"_type\":\"block\",\"children\":[{\"_key\":\"c7ef0fb82b75\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Culture\"},{\"_key\":\"1370d1ee3210\",\"_type\":\"span\",\"marks\":[],\"text\":\": Offer a sense of who you are—what customers can expect from your support, your product, and your brand.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"db4a77eba033\",\"_type\":\"block\",\"children\":[{\"_key\":\"67d47245c4d9\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Connection\"},{\"_key\":\"9000366808b7\",\"_type\":\"span\",\"marks\":[],\"text\":\": Create meaningful links—between users and your team, or even between new customers and helpful resources.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4f2ac241c407\",\"_type\":\"block\",\"children\":[{\"_key\":\"3a6c740ed303\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Check back\"},{\"_key\":\"a08652f238d4\",\"_type\":\"span\",\"marks\":[],\"text\":\": Keep the conversation going. Smart follow-ups show you care about long-term success, not just initial setup.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"eceb21ff64a8\",\"_type\":\"anchor\",\"anchorId\":\"automation\"},{\"_key\":\"e551bacec00f\",\"_type\":\"block\",\"children\":[{\"_key\":\"74eaa34aefc4\",\"_type\":\"span\",\"marks\":[],\"text\":\"What is customer onboarding automation?\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"8e1ad0791dfe\",\"_type\":\"block\",\"children\":[{\"_key\":\"6f36f840dc45\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer onboarding automation is about using technology to automate responsive journeys that guide new users through the onboarding. Think welcome messages that adapt based on user behavior, or \"},{\"_key\":\"cf35b8aa1abe\",\"_type\":\"span\",\"marks\":[\"94fdbcbb5fe6\"],\"text\":\"email sequences\"},{\"_key\":\"7f430b734d34\",\"_type\":\"span\",\"marks\":[],\"text\":\" that adjust depending on whether someone’s completed key milestones. Automated flows can walk users through setup, collect important profile data, offer in-app tips, and even highlight the next best action.\"}],\"markDefs\":[{\"_key\":\"94fdbcbb5fe6\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/drip-campaign\"}],\"style\":\"normal\"},{\"_key\":\"b119be7e7285\",\"_type\":\"block\",\"children\":[{\"_key\":\"abe685c873ff\",\"_type\":\"span\",\"marks\":[],\"text\":\"Once set up, these onboarding journeys are triggered by user behavoir—not manually sent.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ea6785f63e15\",\"_type\":\"anchor\",\"anchorId\":\"benefits\"},{\"_key\":\"b154af8529fa\",\"_type\":\"block\",\"children\":[{\"_key\":\"202e1dae959f\",\"_type\":\"span\",\"marks\":[],\"text\":\"The benefits of automated customer onboarding\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"68044915c087\",\"_type\":\"block\",\"children\":[{\"_key\":\"184438653b9f\",\"_type\":\"span\",\"marks\":[],\"text\":\"An automated onboarding process helps to create better first impressions at scale. When you build onboarding flows that respond to user behavior in real time, you make the experience feel personal, even when it’s fully automated.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bb2063a11d7e\",\"_type\":\"block\",\"children\":[{\"_key\":\"e781ea10de19\",\"_type\":\"span\",\"marks\":[],\"text\":\"Here’s what you gain when you automate onboarding thoughtfully:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4dd1ec99f73d\",\"_type\":\"block\",\"children\":[{\"_key\":\"63cc1971ede3\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Faster time to value\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"03787e9a0c05\",\"_type\":\"block\",\"children\":[{\"_key\":\"7bb1f5171139\",\"_type\":\"span\",\"marks\":[],\"text\":\"Guide users to their first success sooner. Automated workflows keep things moving, helping customers complete key steps without unnecessary delays or confusion. They also can adapt to each user, making the experience feel tailored to them.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1538b70da585\",\"_type\":\"block\",\"children\":[{\"_key\":\"a7248f786673\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Consistency across the board\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"98f1fa611889\",\"_type\":\"block\",\"children\":[{\"_key\":\"9edb852adf0b\",\"_type\":\"span\",\"marks\":[],\"text\":\"Each new customer can get a high-quality experience, no matter when they join or who’s available to support them.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9a81b4605484\",\"_type\":\"block\",\"children\":[{\"_key\":\"530dabf4069c\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Smarter use of your team’s time\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"20479e1b0cfa\",\"_type\":\"block\",\"children\":[{\"_key\":\"bb3fae8c111b\",\"_type\":\"span\",\"marks\":[],\"text\":\"By taking repetitive tasks like campaign building, email scheduling, or message sending off your team’s plate, you free them up to focus on more strategic interactions.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"47b2438625df\",\"_type\":\"block\",\"children\":[{\"_key\":\"3f8d5b1a5a8c\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"More satisfied customers\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"dc0580454c6b\",\"_type\":\"block\",\"children\":[{\"_key\":\"a3d3c08c4652\",\"_type\":\"span\",\"marks\":[],\"text\":\"Clear, timely \"},{\"_key\":\"fea568c862f7\",\"_type\":\"span\",\"marks\":[\"46c84154a2c5\"],\"text\":\"onboarding helps reduce friction\"},{\"_key\":\"bde1e51de378\",\"_type\":\"span\",\"marks\":[],\"text\":\" from the start. And when users feel supported and in control, they’re far more likely to stick around, directly impacting customer retention. It’s a win-win for your users and your team.\"}],\"markDefs\":[{\"_key\":\"46c84154a2c5\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/5-onboarding-questions-1\"}],\"style\":\"normal\"},{\"_key\":\"e661ebd90820\",\"_type\":\"anchor\",\"anchorId\":\"tips\"},{\"_key\":\"13eead9ca572\",\"_type\":\"block\",\"children\":[{\"_key\":\"ed9c5e707a13\",\"_type\":\"span\",\"marks\":[],\"text\":\"Practical tips for an automated customer onboarding process\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"659a401724e5\",\"_type\":\"block\",\"children\":[{\"_key\":\"5a1b866e4003\",\"_type\":\"span\",\"marks\":[\"3194c8bc64e9\"],\"text\":\"Automated onboarding\"},{\"_key\":\"5b51b208617f\",\"_type\":\"span\",\"marks\":[],\"text\":\" is building smart, responsive flows that adapt to your users in real time. Here’s how to make that happen.\"}],\"markDefs\":[{\"_key\":\"3194c8bc64e9\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/get-it-right-from-the-start-onboarding-campaign\"}],\"style\":\"normal\"},{\"_key\":\"9fe7a2efa1f9\",\"_type\":\"block\",\"children\":[{\"_key\":\"51e86118dab5\",\"_type\":\"span\",\"marks\":[],\"text\":\"1. Define what success looks like\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"f1f2bd2e2097\",\"_type\":\"block\",\"children\":[{\"_key\":\"afd60f543607\",\"_type\":\"span\",\"marks\":[],\"text\":\"Before you build anything, get clear on the outcomes you want. Do new users need to complete setup, explore key features, or hit their first value moment? Really pin down what success means for your customers, and how you’ll measure it. These goals will shape what follows.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f9b4e1603aff\",\"_type\":\"block\",\"children\":[{\"_key\":\"57a80ddc0783\",\"_type\":\"span\",\"marks\":[],\"text\":\"2. Map the journey\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"521737a5a417\",\"_type\":\"block\",\"children\":[{\"_key\":\"9866e2b57fed\",\"_type\":\"span\",\"marks\":[],\"text\":\"Start by sketching out your current onboarding experience, from signup to full product adoption. Identify the milestones, moments of friction, and common drop-off points. Look at it from the user’s perspective: What are they trying to do at each stage? Who’s involved? What might slow them down?\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"417b68144aa9\",\"_type\":\"block\",\"children\":[{\"_key\":\"8b676854e019\",\"_type\":\"span\",\"marks\":[],\"text\":\"If you serve multiple customer segments, you can build \"},{\"_key\":\"f7372d2572e6\",\"_type\":\"span\",\"marks\":[\"524e8b03071e\"],\"text\":\"tailored journeys\"},{\"_key\":\"f12f9819babb\",\"_type\":\"span\",\"marks\":[],\"text\":\" for each one. Personalization starts with understanding.\"}],\"markDefs\":[{\"_key\":\"524e8b03071e\",\"_type\":\"link\",\"href\":\"https://www.braze.com/product/journey-orchestration\"}],\"style\":\"normal\"},{\"_key\":\"70e98257267b\",\"_type\":\"block\",\"children\":[{\"_key\":\"d80ea8a3e2ad\",\"_type\":\"span\",\"marks\":[],\"text\":\"3. Tailor journeys to the users\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"6baf8b33106a\",\"_type\":\"block\",\"children\":[{\"_key\":\"a580a344dcea\",\"_type\":\"span\",\"marks\":[],\"text\":\"Segment your users based on needs or behavior, then tailor each flow with targeted messages, product tours, or nudges that speak directly to where they are. For example, \"},{\"_key\":\"e78d0f46cc38\",\"_type\":\"span\",\"marks\":[\"a24df23d562a\"],\"text\":\"Braze Action Paths\"},{\"_key\":\"3fdceb9b3712\",\"_type\":\"span\",\"marks\":[],\"text\":\" allow you to dynamically guide users based on their behaviors. This feature allows you to customize user paths based on specific actions, such as engagement events or custom events.\"}],\"markDefs\":[{\"_key\":\"a24df23d562a\",\"_type\":\"link\",\"href\":\"https://www.braze.com/docs/user_guide/engagement_tools/canvas/canvas_components/experiment_step/personalized_paths/#how-personalized-paths-works\"}],\"style\":\"normal\"},{\"_key\":\"38d437fd6442\",\"_type\":\"block\",\"children\":[{\"_key\":\"4df62e6ef6f7\",\"_type\":\"span\",\"marks\":[],\"text\":\"4. Build intuitive workflows\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"7df7b78a6d2e\",\"_type\":\"block\",\"children\":[{\"_key\":\"720979a879a7\",\"_type\":\"span\",\"marks\":[],\"text\":\"With tools in place, it’s time to connect the dots. Design \"},{\"_key\":\"4bedba94772a\",\"_type\":\"span\",\"marks\":[\"3391827062e7\"],\"text\":\"workflows that feel seamless\"},{\"_key\":\"c2fb24be8fa0\",\"_type\":\"span\",\"marks\":[],\"text\":\" to your users and make logical sense internally. Set up clear triggers—like a completed form or a missed milestone—to move users through different paths. Use conditional logic (if this, then that) to adapt the experience in real time, so it stays relevant and helpful throughout.\"}],\"markDefs\":[{\"_key\":\"3391827062e7\",\"_type\":\"link\",\"href\":\"https://www.braze.com/product/journey-orchestration\"}],\"style\":\"normal\"},{\"_key\":\"232ec5e1193b\",\"_type\":\"block\",\"children\":[{\"_key\":\"383e36ce067a\",\"_type\":\"span\",\"marks\":[],\"text\":\"Don’t forget the human touches: a warm welcome message, a timely nudge, a clear progress tracker. These details turn automation into experience.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bcca8c25c48e\",\"_type\":\"block\",\"children\":[{\"_key\":\"0f7884a431e2\",\"_type\":\"span\",\"marks\":[],\"text\":\"5. Test before you scale\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"d57f8d665004\",\"_type\":\"block\",\"children\":[{\"_key\":\"9522a968d9e2\",\"_type\":\"span\",\"marks\":[],\"text\":\"You can launch a pilot with a small group of users and gather honest feedback. Where are they hesitating? What feels clunky? Use that input to fine-tune the flow before you roll it out more broadly.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"63864f01b039\",\"_type\":\"block\",\"children\":[{\"_key\":\"8365d734a493\",\"_type\":\"span\",\"marks\":[],\"text\":\"7. Measure, learn, and iterate\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"3d634eb26284\",\"_type\":\"block\",\"children\":[{\"_key\":\"4adfd0e455a4\",\"_type\":\"span\",\"marks\":[],\"text\":\"Once your automated onboarding is live, track the right metrics—time to value, activation rate, retention rate, for example. Combine usage data with qualitative feedback to see what’s working and what’s not. Then adjust. Optimization isn’t a one-time task; it’s part of building an onboarding experience that keeps getting better.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2d9926a517bd\",\"_type\":\"anchor\",\"anchorId\":\"best-practices\"},{\"_key\":\"ccfd9c9d3fb4\",\"_type\":\"block\",\"children\":[{\"_key\":\"6d4809e98576\",\"_type\":\"span\",\"marks\":[],\"text\":\"Best practices for automated onboarding process\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"8d31d2dd07bb\",\"_type\":\"block\",\"children\":[{\"_key\":\"ea3fb573f7c3\",\"_type\":\"span\",\"marks\":[],\"text\":\"Building an automated onboarding experience that works for both your team and your customers means getting the details right. When done thoughtfully, and with \"},{\"_key\":\"cced4cffe497\",\"_type\":\"span\",\"marks\":[\"f100de16e6f2\"],\"text\":\"best practices\"},{\"_key\":\"f11b63f50834\",\"_type\":\"span\",\"marks\":[],\"text\":\" in mind, automation makes onboarding faster, clearer, and more relevant.\"}],\"markDefs\":[{\"_key\":\"f100de16e6f2\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/10-point-mobile-onboarding-checklist\"}],\"style\":\"normal\"},{\"_key\":\"afc99c2bb5b9\",\"_type\":\"block\",\"children\":[{\"_key\":\"4ca57860bea1\",\"_type\":\"span\",\"marks\":[],\"text\":\"Here are three key areas to focus on:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ff0e8a227ce3\",\"_type\":\"block\",\"children\":[{\"_key\":\"54f139651f1f\",\"_type\":\"span\",\"marks\":[],\"text\":\"1. Personalize wherever it counts\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"f75f12403d12\",\"_type\":\"block\",\"children\":[{\"_key\":\"d9e9678f96f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Great onboarding doesn’t treat everyone the same. Use segmentation to target the right audience, and then dynamic personalize tools to tailor content based on past purchases, previous engagement, customer preferences, and more.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"cd52a9a45842\",\"_type\":\"block\",\"children\":[{\"_key\":\"d3ee3b1d646f\",\"_type\":\"span\",\"marks\":[],\"text\":\"The goal is to customize welcome messages, product walkthroughs, and milestones to reflect each user’s journey. The more aligned the experience feels to a customer’s goals, the more likely they are to stay engaged, leading to increased customer satisfaction and longer retention.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"afd9da9bd3d3\",\"_type\":\"block\",\"children\":[{\"_key\":\"f2d1371533cf\",\"_type\":\"span\",\"marks\":[],\"text\":\"2. Communicate clearly and consistently\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"734251d2ce72\",\"_type\":\"block\",\"children\":[{\"_key\":\"c69125464093\",\"_type\":\"span\",\"marks\":[],\"text\":\"Each automated message should have a purpose. Set up touchpoints that guide users through each stage of onboarding, from what they’ve already done to what’s coming next. Use \"},{\"_key\":\"5b0916e4fb3e\",\"_type\":\"span\",\"marks\":[\"cbc8c58a2b6b\"],\"text\":\"in-app messaging\"},{\"_key\":\"c76531939ff6\",\"_type\":\"span\",\"marks\":[],\"text\":\" or email, for example, to help customers track their own progress and feel in control.\"}],\"markDefs\":[{\"_key\":\"cbc8c58a2b6b\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/in-app-messages-across-platforms\"}],\"style\":\"normal\"},{\"_key\":\"132810e2cc93\",\"_type\":\"block\",\"children\":[{\"_key\":\"200fe6746efb\",\"_type\":\"span\",\"marks\":[],\"text\":\"Transparency builds trust, especially when users know where to go for help or what to expect next. Keep your language clear, friendly, and free from jargon. Customers should never feel lost in the process.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d38108d16105\",\"_type\":\"block\",\"children\":[{\"_key\":\"b14e3a4532f8\",\"_type\":\"span\",\"marks\":[],\"text\":\"3. Keep improving with real-time insights\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"44483d8eea33\",\"_type\":\"block\",\"children\":[{\"_key\":\"7ceadb6a83ac\",\"_type\":\"span\",\"marks\":[],\"text\":\"Automation doesn’t stop at launch. Monitor how your onboarding flows are performing by tracking key metrics, such as time to value, task completion rates, engagement drop-offs, retention rates. Use those insights to fine-tune the experience over time.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9aeb94f68927\",\"_type\":\"block\",\"children\":[{\"_key\":\"d14bcc3d466c\",\"_type\":\"span\",\"marks\":[],\"text\":\"Look at where users get stuck, which segments are lagging, or what content is underperforming. 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Beyond traditional food delivery, Grubhub collaborates with over 300 college campuses to offer tailored dining experiences to students through its Grubhub Campus program.\"}],\"markDefs\":[{\"_key\":\"e0ed1d910b5e\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/grubhub-onboarding-case-study\"}],\"style\":\"normal\"},{\"_key\":\"4f3c6a83474e\",\"_type\":\"block\",\"children\":[{\"_key\":\"a2d8ad3d7b57\",\"_type\":\"span\",\"marks\":[],\"text\":\"The challenge\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"8d3f7aa5dc31\",\"_type\":\"block\",\"children\":[{\"_key\":\"1a71eb09f76e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Despite the benefits of the Grubhub Campus program, student enrollment rates were low. Many students initiated but did not complete the onboarding process, indicating a disconnect in communicating the program's value effectively.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"091719295d18\",\"_type\":\"block\",\"children\":[{\"_key\":\"fb5b85ac0e08\",\"_type\":\"span\",\"marks\":[],\"text\":\"The solution\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"7be16077ef72\",\"_type\":\"block\",\"children\":[{\"_key\":\"f49a6be339c5\",\"_type\":\"span\",\"marks\":[],\"text\":\"Grubhub leveraged \"},{\"_key\":\"73cebfe96e0b\",\"_type\":\"span\",\"marks\":[\"18db73547938\"],\"text\":\"Braze Canvas\"},{\"_key\":\"30102aa72cf8\",\"_type\":\"span\",\"marks\":[],\"text\":\", to create a multi-stage \\\"Welcome Stream\\\" campaign aimed at enhancing the onboarding experience for students. This automated, \"},{\"_key\":\"c4fe30fcda61\",\"_type\":\"span\",\"marks\":[\"b4bb15bcfa83\"],\"text\":\"cross-channel strategy\"},{\"_key\":\"38cbc45b7c58\",\"_type\":\"span\",\"marks\":[],\"text\":\" utilized personalized emails and push notifications over a 30-day period to guide students through the onboarding process, clearly highlighting the benefits of the Grubhub Campus program.\"}],\"markDefs\":[{\"_key\":\"18db73547938\",\"_type\":\"link\",\"href\":\"https://www.braze.com/docs/user_guide/engagement_tools/canvas\"},{\"_key\":\"b4bb15bcfa83\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/onboarding-messages-example\"}],\"style\":\"normal\"},{\"_key\":\"7d1fe1069b9e\",\"_type\":\"richImage\",\"alt\":\"Three mobile phone screens display Grubhub app promotions for students, featuring Grubhub+ benefits and campus card integration.\",\"asset\":{\"_ref\":\"image-3000e81a696eb5a6e4a0d5fff3aed9585495a0d1-2400x1300-png\",\"_type\":\"reference\"}},{\"_key\":\"3212d2188119\",\"_type\":\"block\",\"children\":[{\"_key\":\"821c03232ae5\",\"_type\":\"span\",\"marks\":[],\"text\":\"The Results\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"90a641cd41bb\",\"_type\":\"block\",\"children\":[{\"_key\":\"964c1b763813\",\"_type\":\"span\",\"marks\":[],\"text\":\"To measure success, Grubhub used Braze Alloys technology partner \"},{\"_key\":\"addefdb05d86\",\"_type\":\"span\",\"marks\":[\"d5528922031a\"],\"text\":\"Amplitude\"},{\"_key\":\"822aca2c0156\",\"_type\":\"span\",\"marks\":[],\"text\":\" to help measure success. They tracked in-app sessions driven by the campaign efforts and Google Analytics to track marketplace orders via UTMs.\"}],\"markDefs\":[{\"_key\":\"d5528922031a\",\"_type\":\"link\",\"href\":\"https://www.braze.com/partners/technology-partners/amplitude\"}],\"style\":\"normal\"},{\"_key\":\"0dd012aca77c\",\"_type\":\"block\",\"children\":[{\"_key\":\"3ab4c661d91d\",\"_type\":\"span\",\"marks\":[],\"text\":\"The revamped onboarding flow led to tens of thousands of students integrating Grubhub Campus into their dining routines, resulting in hundreds of thousands of orders. 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They overhauled their onboarding process and created an in-app onboarding flow to guide new users toward this high-value action. A \"},{\"_key\":\"5a164b9ae68b\",\"_type\":\"span\",\"marks\":[\"f28f6afbfe42\"],\"text\":\"Braze Content Card\"},{\"_key\":\"c0286ef05b13\",\"_type\":\"span\",\"marks\":[],\"text\":\"™ highlighted the availability of free content and in-app messages were used to walk users through downloading and using the content. 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Talk to our team.\"},{\"_key\":\"94b40c62e4bf\",\"_type\":\"anchor\",\"anchorId\":\"faqs\"},{\"_key\":\"04617dba0117\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"1b3fcc46c49a\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Watch the webinar now\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"https://www.braze.com/resources/webinars-and-events/creative-ai-use-cases\"}}],\"body\":[{\"_key\":\"b75b88473463\",\"_type\":\"block\",\"children\":[{\"_key\":\"454d25e05784\",\"_type\":\"span\",\"marks\":[],\"text\":\"99% of marketers say their organizations are already using AI. 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Discover benefits, best practices and strategies for onboarding success.\",\"pageTitle\":\"Master Customer Onboarding Automation | Braze\",\"slug\":{\"_type\":\"slug\",\"current\":\"customer-onboarding-automation\"}},\"title\":\"Customer onboarding automation: Benefits, strategies, and best practices\"},{\"_id\":\"0cbf359b-c04d-444f-954d-9e76ec1af6cf\",\"_type\":\"blogPost\",\"body\":[{\"_key\":\"b5aef806679e\",\"_type\":\"block\",\"children\":[{\"_key\":\"c0d4b72ded85\",\"_type\":\"span\",\"marks\":[],\"text\":\"Keeping your customers engaged shouldn’t mean manually building every campaign or stretching your team thin. With the right automation in place, you can connect with customers in meaningful, relevant ways—at scale, in real time, and across the channels they use.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e5cc572c83ae\",\"_type\":\"block\",\"children\":[{\"_key\":\"98d7c902e9ea\",\"_type\":\"span\",\"marks\":[],\"text\":\"In this guide, we’ll break down what customer engagement automation really means, why it matters more than ever, and how to put it into action. From personalized onboarding flows to proactive support and win-back campaigns, we’ll show how leading brands use automation to drive retention, reduce churn, and build stronger customer relationships that last.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"923dcd0961f0\",\"_type\":\"block\",\"children\":[{\"_key\":\"12a88c6efa7e\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Contents\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3e44499e88ec\",\"_type\":\"block\",\"children\":[{\"_key\":\"fdb1048c9ca3\",\"_type\":\"span\",\"marks\":[\"1b3e694d209a\"],\"text\":\"What is customer engagement automation?\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"1b3e694d209a\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/customer-engagement-automation#what\"}],\"style\":\"normal\"},{\"_key\":\"ea182db0590d\",\"_type\":\"block\",\"children\":[{\"_key\":\"8b5874a68706\",\"_type\":\"span\",\"marks\":[\"ccc97ace3025\"],\"text\":\"Why customer engagement automation matters for growth\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"ccc97ace3025\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/customer-engagement-automation#why\"}],\"style\":\"normal\"},{\"_key\":\"1726bc495e09\",\"_type\":\"block\",\"children\":[{\"_key\":\"c774a46062c2\",\"_type\":\"span\",\"marks\":[\"856b23d34d95\"],\"text\":\"The benefits of automated customer engagement across the lifecycle\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"856b23d34d95\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/customer-engagement-automation#benefits\"}],\"style\":\"normal\"},{\"_key\":\"34c29971ff3f\",\"_type\":\"block\",\"children\":[{\"_key\":\"e28d8b9cb11d\",\"_type\":\"span\",\"marks\":[\"fa596b11b272\"],\"text\":\"How to implement customer engagement automation step by step\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"fa596b11b272\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/customer-engagement-automation#how\"}],\"style\":\"normal\"},{\"_key\":\"ff060c6d9379\",\"_type\":\"block\",\"children\":[{\"_key\":\"89c394d6de82\",\"_type\":\"span\",\"marks\":[\"d22c33579738\"],\"text\":\"Quick-win campaign ideas to increase engagement with automation\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"d22c33579738\",\"_type\":\"link\",\"blank\":false,\"href\":\"quick\"}],\"style\":\"normal\"},{\"_key\":\"4cab5ba56129\",\"_type\":\"block\",\"children\":[{\"_key\":\"efc9a13118be\",\"_type\":\"span\",\"marks\":[\"34d3d727ad1f\"],\"text\":\"foodora feeds growth with automated engagement that scales\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"34d3d727ad1f\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/customer-engagement-automation#foodora\"}],\"style\":\"normal\"},{\"_key\":\"e900631bc493\",\"_type\":\"block\",\"children\":[{\"_key\":\"b6cea351d3ff\",\"_type\":\"span\",\"marks\":[\"cd0ad1fd81bf\"],\"text\":\"What to look for in an automated customer engagement platform\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"cd0ad1fd81bf\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/customer-engagement-automation#look\"}],\"style\":\"normal\"},{\"_key\":\"c08fe21653a2\",\"_type\":\"block\",\"children\":[{\"_key\":\"1c21e2a3c234\",\"_type\":\"span\",\"marks\":[\"3c37c296ab1d\"],\"text\":\"Final thoughts on customer engagement automation\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"3c37c296ab1d\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/customer-engagement-automation#final\"}],\"style\":\"normal\"},{\"_key\":\"3377820a1281\",\"_type\":\"block\",\"children\":[{\"_key\":\"ad206a9d0a6e\",\"_type\":\"span\",\"marks\":[\"17c9a2135fb4\"],\"text\":\"FAQs about customer engagement automation\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"17c9a2135fb4\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/customer-engagement-automation#faq\"}],\"style\":\"normal\"},{\"_key\":\"26a206bd3108\",\"_type\":\"anchor\",\"anchorId\":\"what\"},{\"_key\":\"a10b3172821d\",\"_type\":\"block\",\"children\":[{\"_key\":\"2093b1ee6837\",\"_type\":\"span\",\"marks\":[],\"text\":\"What is customer engagement automation?\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"b1798b3026c6\",\"_type\":\"block\",\"children\":[{\"_key\":\"aeb6639a78a8\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer engagement automation is the use of data, rules, and technology to automatically deliver personalized messages, journeys, and experiences to customers.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"348277e4fc31\",\"_type\":\"block\",\"children\":[{\"_key\":\"af416ea06c66\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer engagement automation allows brands to react to \"},{\"_key\":\"65deb6fdb09a\",\"_type\":\"span\",\"marks\":[\"9c53b3ad2089\"],\"text\":\"real-time behavior, preferences, and lifecycle stages\"},{\"_key\":\"4ed41b8856e4\",\"_type\":\"span\",\"marks\":[],\"text\":\". Whether it’s welcoming a new user with a dynamically-tailored onboarding flow, nudging a loyal customer with a timely offer, or reaching out before churn happens, automated engagement keeps your brand close without overwhelming your team.\"}],\"markDefs\":[{\"_key\":\"9c53b3ad2089\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/first-party-data\"}],\"style\":\"normal\"},{\"_key\":\"7c5865ab3cdf\",\"_type\":\"richImage\",\"alt\":\"a diagram showing the process of stream processing\",\"asset\":{\"_ref\":\"image-2aa26af471d9fda4bb50ecf35faa6625115d6637-2400x1210-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"331ae1f66eef\",\"_type\":\"block\",\"children\":[{\"_key\":\"4b1be0954a65\",\"_type\":\"span\",\"marks\":[],\"text\":\"Unlike \"},{\"_key\":\"656f288a8d6b\",\"_type\":\"span\",\"marks\":[\"e0c87e628683\"],\"text\":\"batch-and-blast campaigns\"},{\"_key\":\"14807b0139d1\",\"_type\":\"span\",\"marks\":[],\"text\":\", these interactions are responsive, relevant, and orchestrated across multiple channels, giving better value for your customers, and having more impact for your business.\"}],\"markDefs\":[{\"_key\":\"e0c87e628683\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/whats-batch-and-blast-email\"}],\"style\":\"normal\"},{\"_key\":\"3cf691578a03\",\"_type\":\"anchor\",\"anchorId\":\"why\"},{\"_key\":\"290ef150223f\",\"_type\":\"block\",\"children\":[{\"_key\":\"0d5cf1d626c2\",\"_type\":\"span\",\"marks\":[],\"text\":\"Why customer engagement automation matters for growth\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"46b39251afb0\",\"_type\":\"block\",\"children\":[{\"_key\":\"58e25593089e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer expectations are higher than ever. People want speed, personalization, and consistency across their interactions, and they’re quick to disengage when brands fall short. That’s why customer engagement automation has become essential.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7b2cab403fee\",\"_type\":\"block\",\"children\":[{\"_key\":\"89e002282dc8\",\"_type\":\"span\",\"marks\":[],\"text\":\"By automating touchpoints across the customer lifecycle, brands can:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1e891af9b199\",\"_type\":\"block\",\"children\":[{\"_key\":\"04f7123bb96e\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Enhance personalization:\"},{\"_key\":\"8e25a200cbef\",\"_type\":\"span\",\"marks\":[],\"text\":\" Deliver tailored messages and offers based on individual customer behavior and preferences, ensuring that each interaction feels relevant and meaningful.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bcbc7d39c8b1\",\"_type\":\"block\",\"children\":[{\"_key\":\"e93125ea81c0\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Increase efficiency\"},{\"_key\":\"abaa021dc473\",\"_type\":\"span\",\"marks\":[],\"text\":\": Streamline marketing processes by automating repetitive tasks, allowing teams to focus on strategy and creative initiatives rather than manual execution.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"62088ebd3422\",\"_type\":\"block\",\"children\":[{\"_key\":\"9df051e7bdb6\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Improve responsiveness:\"},{\"_key\":\"0f54d62a5626\",\"_type\":\"span\",\"marks\":[],\"text\":\" Quickly respond to customer inquiries and actions in real-time, ensuring that customers receive timely support and information, which can significantly enhance their overall experience.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"370c5f00a119\",\"_type\":\"block\",\"children\":[{\"_key\":\"4402c91df816\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Drive consistency: \"},{\"_key\":\"490bb37e3a5a\",\"_type\":\"span\",\"marks\":[],\"text\":\"Maintain a cohesive brand voice and messaging across channels, ensuring that customers receive a unified experience regardless of how they interact with the brand.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"aea83c29f74f\",\"_type\":\"block\",\"children\":[{\"_key\":\"53504dbb42f8\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Boost retention and loyalty: \"},{\"_key\":\"765152246171\",\"_type\":\"span\",\"marks\":[],\"text\":\"Foster stronger relationships with customers by engaging them at critical moments, ultimately leading to higher retention rates and increased customer loyalty over time.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"dd28255c13ef\",\"_type\":\"anchor\",\"anchorId\":\"benefits\"},{\"_key\":\"58ab32ca08f3\",\"_type\":\"block\",\"children\":[{\"_key\":\"91792ddc5b5c\",\"_type\":\"span\",\"marks\":[],\"text\":\"The benefits of automated customer engagement across the lifecycle\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"9b462e39f6ee\",\"_type\":\"block\",\"children\":[{\"_key\":\"93959b20593a\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer engagement automation gives teams the ability to act quickly and contextually—without relying on manual execution. It brings structure to complex journeys, makes personalization scalable, and helps brands respond to behavior in real time.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ed5eb4251f50\",\"_type\":\"block\",\"children\":[{\"_key\":\"522902d3f8f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Let’s break down the benefits by key use cases and outcomes.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7907afbba0ae\",\"_type\":\"block\",\"children\":[{\"_key\":\"82e7c8ad7b80\",\"_type\":\"span\",\"marks\":[],\"text\":\"Personalization at scale\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"49ffe1cd643d\",\"_type\":\"block\",\"children\":[{\"_key\":\"677d05394aea\",\"_type\":\"span\",\"marks\":[],\"text\":\"When you combine real-time customer data with automation, it becomes easier to deliver relevant, personalized experiences at scale. Instead of relying on broad segments or manual outreach, you can trigger dynamic messages that reflect each individual’s behavior, preferences, and context—whether they’re opening your app for the first time or coming back after a break.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e6a5e183a164\",\"_type\":\"block\",\"children\":[{\"_key\":\"a50f6e50cb67\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Use case:\"},{\"_key\":\"2f7b49846ab2\",\"_type\":\"span\",\"marks\":[],\"text\":\" A new customer signs up but hasn’t taken a key action—like placing an order, completing setup, or adding preferences.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8a1485b3dacb\",\"_type\":\"block\",\"children\":[{\"_key\":\"8c1deb9547af\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Automation:\"},{\"_key\":\"2be9e27e1e8c\",\"_type\":\"span\",\"marks\":[],\"text\":\" Trigger a personalized message based on their last interaction, nudging them to the next step in the journey. This might include an in-app tip, push notification, or targeted email sequence.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"596dfef83248\",\"_type\":\"block\",\"children\":[{\"_key\":\"0cb38e733661\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Outcome:\"},{\"_key\":\"ec7b18a90f7c\",\"_type\":\"span\",\"marks\":[],\"text\":\" Improved activation rates, shorter time-to-value, and a stronger foundation for long-term retention.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"0a4ebe106b16\",\"_type\":\"block\",\"children\":[{\"_key\":\"d21f400f4d02\",\"_type\":\"span\",\"marks\":[],\"text\":\"Cross-channel consistency and speed\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"871810cab41e\",\"_type\":\"block\",\"children\":[{\"_key\":\"9c8113ec4ecd\",\"_type\":\"span\",\"marks\":[],\"text\":\"Today’s customers switch between email, apps, web, and messaging without thinking twice. Automation helps you keep up. By coordinating touchpoints across channels, you can deliver timely, cohesive experiences—like a welcome email followed by an in-app message or a loyalty reward sent by SMS. With tools that support \"},{\"_key\":\"4cda28697002\",\"_type\":\"span\",\"marks\":[\"d1f2025c4e93\"],\"text\":\"real-time journey orchestration\"},{\"_key\":\"f303d0814578\",\"_type\":\"span\",\"marks\":[],\"text\":\", those interactions can feel seamless, not scattered.\"}],\"markDefs\":[{\"_key\":\"d1f2025c4e93\",\"_type\":\"link\",\"href\":\"https://www.braze.com/product/journey-orchestration\"}],\"style\":\"normal\"},{\"_key\":\"fb84e2316f63\",\"_type\":\"block\",\"children\":[{\"_key\":\"da0a660d2d76\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Use case:\"},{\"_key\":\"217016ca24e4\",\"_type\":\"span\",\"marks\":[],\"text\":\" A customer interacts across email, app, and web but receives disjointed or repetitive messaging.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a9c845daa0a3\",\"_type\":\"block\",\"children\":[{\"_key\":\"f0df45bb4602\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Automation:\"},{\"_key\":\"36b01665b3ff\",\"_type\":\"span\",\"marks\":[],\"text\":\" Coordinate messaging across channels using real-time journey orchestration, so each interaction builds on the last. For example, an email offer can be followed by an in-app reminder or SMS prompt—dynamically adapting based on engagement.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"091ee9628f4d\",\"_type\":\"block\",\"children\":[{\"_key\":\"758d035d0c3d\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Outcome:\"},{\"_key\":\"4a1e6eb81aa3\",\"_type\":\"span\",\"marks\":[],\"text\":\" A more cohesive customer experience that increases response rates and avoids fatigue.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"835b7a6f7d82\",\"_type\":\"block\",\"children\":[{\"_key\":\"56037b166e61\",\"_type\":\"span\",\"marks\":[],\"text\":\"Reduced churn, increased loyalty\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"661937ee8f56\",\"_type\":\"block\",\"children\":[{\"_key\":\"6cdea5bf84b1\",\"_type\":\"span\",\"marks\":[],\"text\":\"Automated engagement makes it easier to spot early signals of disengagement—missed sessions, cart abandonment, dips in usage—and respond in time. Whether that means sending a reminder, offering a discount, or nudging them toward a next best action, automation helps you proactively retain more customers and build stronger, longer-lasting relationships.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d110ca09e05d\",\"_type\":\"block\",\"children\":[{\"_key\":\"881790b33442\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Use case:\"},{\"_key\":\"62be009711c2\",\"_type\":\"span\",\"marks\":[],\"text\":\" A regular user stops engaging: Fewer logins, no recent purchases, or skipped sessions.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2b89011cec47\",\"_type\":\"block\",\"children\":[{\"_key\":\"3a66bdabb28a\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Automation:\"},{\"_key\":\"41072fb38baa\",\"_type\":\"span\",\"marks\":[],\"text\":\" Use behavioral triggers and predictive scores to identify signs of disengagement, then send a targeted message—such as a reactivation offer, helpful content, or reminder—before they disappear.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"247c6020e6ad\",\"_type\":\"block\",\"children\":[{\"_key\":\"5a997952dca6\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Outcome:\"},{\"_key\":\"984fa1b49298\",\"_type\":\"span\",\"marks\":[],\"text\":\" Reduced churn and higher customer lifetime value through timely, relevant outreach.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d9db81aa1cc0\",\"_type\":\"anchor\",\"anchorId\":\"how\"},{\"_key\":\"0c812d52cd99\",\"_type\":\"block\",\"children\":[{\"_key\":\"76a19674de32\",\"_type\":\"span\",\"marks\":[],\"text\":\"How to implement customer engagement automation step by step\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"1172037c1dd5\",\"_type\":\"block\",\"children\":[{\"_key\":\"47d0466be743\",\"_type\":\"span\",\"marks\":[],\"text\":\"Effective customer engagement automation starts with clear goals, a good understanding of your customer journeys, and the right data to power timely, relevant messages. Here’s how to lay the groundwork and build automated experiences that make an impact.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"42a01ea6ef46\",\"_type\":\"block\",\"children\":[{\"_key\":\"856d617583c8\",\"_type\":\"span\",\"marks\":[],\"text\":\"Define your goals by lifecycle stage\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"461d004dcfe2\",\"_type\":\"block\",\"children\":[{\"_key\":\"80b1b16eec8f\",\"_type\":\"span\",\"marks\":[],\"text\":\"Start by identifying what you want to improve. Are you losing potential customers before they take action? Seeing drop-off after the first use? Mapping goals to each stage of the \"},{\"_key\":\"b622f5deda83\",\"_type\":\"span\",\"marks\":[\"0addb2b6e01d\"],\"text\":\"customer lifecycle\"},{\"_key\":\"3a95f1f03719\",\"_type\":\"span\",\"marks\":[],\"text\":\"—\"},{\"_key\":\"0d69bce2e112\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"awareness, acquisition, onboarding, engagement, and retention\"},{\"_key\":\"6285c66c28f3\",\"_type\":\"span\",\"marks\":[],\"text\":\"—helps you focus your automation efforts where they’ll have the most impact. Prioritize one or two key stages to begin, then expand as you build out more journeys.\"}],\"markDefs\":[{\"_key\":\"0addb2b6e01d\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/resources/articles/customer-lifecycle-management\"}],\"style\":\"normal\"},{\"_key\":\"0ed90a3cbfc5\",\"_type\":\"richImage\",\"alt\":\"a diagram of a customer life cycle shows advocacy brand awareness consideration retention and purchase\",\"asset\":{\"_ref\":\"image-1a10eb9aefd50de1dca73c14bb26259150c148ee-2400x1210-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"6c7512993d4d\",\"_type\":\"block\",\"children\":[{\"_key\":\"305e23444628\",\"_type\":\"span\",\"marks\":[],\"text\":\"Map journeys and identify touchpoints\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"baa9539b7b5b\",\"_type\":\"block\",\"children\":[{\"_key\":\"1283dbd6406a\",\"_type\":\"span\",\"marks\":[],\"text\":\"Once you know what you want to achieve, outline the key steps in your customer journey. Where do users drop off? Where are the moments that matter most? These are the opportunities where automation can step in—welcoming new signups, nudging users after inactivity, or prompting reviews after a positive experience.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e67ec3b6892e\",\"_type\":\"block\",\"children\":[{\"_key\":\"7d8bfe576bb1\",\"_type\":\"span\",\"marks\":[],\"text\":\"Set up triggers and start small\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"ce5f86d0755c\",\"_type\":\"block\",\"children\":[{\"_key\":\"21a7accba97d\",\"_type\":\"span\",\"marks\":[],\"text\":\"Use behavior- or action-based triggers to deliver messages when they’re most relevant. That could mean sending a push notification if someone abandons their cart or an email after three days of inactivity. Don’t try to automate everything at once. Start with one journey, test it, and expand from there.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1daa13292bba\",\"_type\":\"block\",\"children\":[{\"_key\":\"32fbb41075d9\",\"_type\":\"span\",\"marks\":[],\"text\":\"Test, measure, and scale\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"d068f2a6ffeb\",\"_type\":\"block\",\"children\":[{\"_key\":\"8ea8e96ab737\",\"_type\":\"span\",\"marks\":[],\"text\":\"The best automation isn’t static. Use testing and reporting tools to experiment with message timing, content, and channels. Track engagement, conversions, and retention. Once a journey is performing well, scale it—then move on to the next high-impact opportunity.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f3fc59ccf0c8\",\"_type\":\"anchor\",\"anchorId\":\"quick\"},{\"_key\":\"fed949bfc87c\",\"_type\":\"block\",\"children\":[{\"_key\":\"dbd0dc3def71\",\"_type\":\"span\",\"marks\":[],\"text\":\"Quick-win campaign ideas to increase engagement with automation\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"38d7760ab026\",\"_type\":\"block\",\"children\":[{\"_key\":\"9ecb15886b53\",\"_type\":\"span\",\"marks\":[],\"text\":\"Once your data and journeys are in place, automation opens the door to targeted, scalable campaigns that respond to real user behavior. Here are five proven tactics that brands can launch quickly to \"},{\"_key\":\"652cb8de164c\",\"_type\":\"span\",\"marks\":[\"57c15113f983\"],\"text\":\"boost engagement\"},{\"_key\":\"b4989da2c0fc\",\"_type\":\"span\",\"marks\":[],\"text\":\" across key moments in the lifecycle.\"}],\"markDefs\":[{\"_key\":\"57c15113f983\",\"_type\":\"link\",\"href\":\"https://www.braze.com/solutions/increase-engagement\"}],\"style\":\"normal\"},{\"_key\":\"d685596aaa78\",\"_type\":\"richImage\",\"alt\":\"a screenshot of a flow chart with a message that says great news as item that you wanted recently went on sale\",\"asset\":{\"_ref\":\"image-6a57468fdc1196cc18f9c2462fd466af4faeb982-2400x1200-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"4fb1585c11bc\",\"_type\":\"block\",\"children\":[{\"_key\":\"4d1a1940dacd\",\"_type\":\"span\",\"marks\":[],\"text\":\"Welcome journey with real-time behavioral branching\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"1c07a231e719\",\"_type\":\"block\",\"children\":[{\"_key\":\"d1207495cfac\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Trigger:\"},{\"_key\":\"88f2477ace25\",\"_type\":\"span\",\"marks\":[],\"text\":\" App install or first login\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"73250e0e45a6\",\"_type\":\"block\",\"children\":[{\"_key\":\"171808f5bbb5\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Channels:\"},{\"_key\":\"66db94a3fb14\",\"_type\":\"span\",\"marks\":[],\"text\":\" Email + in-app\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3c704725cdc2\",\"_type\":\"block\",\"children\":[{\"_key\":\"febb3abf10bf\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Strategy:\"},{\"_key\":\"bdaedc4dcb65\",\"_type\":\"span\",\"marks\":[],\"text\":\" Send a welcome message right after sign-up, then branch based on first-session activity. If a user explores the app but doesn’t complete onboarding, follow up with a helpful tip or offer. 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Use tags or events to auto-classify interests.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4c78b357241f\",\"_type\":\"block\",\"children\":[{\"_key\":\"09842e7a87bb\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Test:\"},{\"_key\":\"deb160ab2173\",\"_type\":\"span\",\"marks\":[],\"text\":\" Static vs. dynamic content blocks and follow-up timing window.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"eb1803f3acfd\",\"_type\":\"block\",\"children\":[{\"_key\":\"ff292dda5ff8\",\"_type\":\"span\",\"marks\":[],\"text\":\"Plan downgrade prevention\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"0e9cc221a220\",\"_type\":\"block\",\"children\":[{\"_key\":\"e652e56ca29a\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Trigger:\"},{\"_key\":\"e9cd873e1ec6\",\"_type\":\"span\",\"marks\":[],\"text\":\" Downgrade intent signal (e.g., feature usage drop, pricing page view)\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"30034445cc2e\",\"_type\":\"block\",\"children\":[{\"_key\":\"34c8d44c5926\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Channels:\"},{\"_key\":\"9d2107faae54\",\"_type\":\"span\",\"marks\":[],\"text\":\" In-app + email\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b05c5755b1ed\",\"_type\":\"block\",\"children\":[{\"_key\":\"37e3432388b1\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Strategy:\"},{\"_key\":\"7bf2e7207a89\",\"_type\":\"span\",\"marks\":[],\"text\":\" If users show signs of dissatisfaction or downgrade consideration, trigger a message highlighting underused features, support resources, or a personalized retention offer.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"40220371fd9b\",\"_type\":\"block\",\"children\":[{\"_key\":\"7bed2d10febb\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Test:\"},{\"_key\":\"866399a27622\",\"_type\":\"span\",\"marks\":[],\"text\":\" Offer type (discount, extension, concierge support) based on churn segment.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f674a2c6940b\",\"_type\":\"anchor\",\"anchorId\":\"foodora\"},{\"_key\":\"e2ce73d20316\",\"_type\":\"block\",\"children\":[{\"_key\":\"3af8794f337e\",\"_type\":\"span\",\"marks\":[],\"text\":\"foodora feeds growth with automated engagement that scales\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"e0c7af2eb354\",\"_type\":\"block\",\"children\":[{\"_key\":\"87e46343e992\",\"_type\":\"span\",\"marks\":[],\"text\":\"To see a brand increase customer engagement with automation, let’s look at how \"},{\"_key\":\"100289d894af\",\"_type\":\"span\",\"marks\":[\"9e29234f748c\"],\"text\":\"foodora\"},{\"_key\":\"6b6b88a4101e\",\"_type\":\"span\",\"marks\":[],\"text\":\" used Braze to streamline cross-channel messaging, act on real-time data, and drive measurable results at scale.\"}],\"markDefs\":[{\"_key\":\"9e29234f748c\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/foodora-case-study\"}],\"style\":\"normal\"},{\"_key\":\"0a72efdf4ea1\",\"_type\":\"block\",\"children\":[{\"_key\":\"059d7f873cfc\",\"_type\":\"span\",\"marks\":[],\"text\":\"The problem\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"c8f5174ee1fc\",\"_type\":\"block\",\"children\":[{\"_key\":\"9561b49695a6\",\"_type\":\"span\",\"marks\":[],\"text\":\"With a presence across multiple markets, foodora needed a more efficient way to manage cross-channel customer engagement. Their team was spending up to an hour per campaign coordinating personalized messaging manually—limiting their ability to scale or react to customer behavior in real time.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"467fe40e43b5\",\"_type\":\"richImage\",\"alt\":\"a phone with a notification that says running out of chips \u0026 nuts\",\"asset\":{\"_ref\":\"image-9b38c7ba54e9fd19fa44d28895abdb4458d46dfc-2400x1200-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"4fbe6c2f9741\",\"_type\":\"block\",\"children\":[{\"_key\":\"a971ef64cccd\",\"_type\":\"span\",\"marks\":[],\"text\":\"The solution\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"5291fdcbd587\",\"_type\":\"block\",\"children\":[{\"_key\":\"ae1e808bfe4a\",\"_type\":\"span\",\"marks\":[],\"text\":\"foodora implemented Braze alongside partner \"},{\"_key\":\"abcc761fc27b\",\"_type\":\"span\",\"marks\":[\"f0df038b303d\"],\"text\":\"Segment\"},{\"_key\":\"97231c031768\",\"_type\":\"span\",\"marks\":[],\"text\":\" to unify customer data and automate campaign delivery. By using Braze Canvas, they simplified multichannel orchestration—triggering personalized messages via email, in-app, and push notifications based on real-time actions like app installs.\"}],\"markDefs\":[{\"_key\":\"f0df038b303d\",\"_type\":\"link\",\"href\":\"https://www.braze.com/partners/technology-partners/segment\"}],\"style\":\"normal\"},{\"_key\":\"4c76737dd926\",\"_type\":\"block\",\"children\":[{\"_key\":\"94f75b489278\",\"_type\":\"span\",\"marks\":[],\"text\":\"This setup allowed foodora to test and launch campaigns faster while tailoring them to local market needs. With customer data flowing seamlessly between systems and automation handling delivery, their team could focus on optimizing strategy rather than managing execution.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"37a00e99b1a0\",\"_type\":\"block\",\"children\":[{\"_key\":\"b46a5e11d768\",\"_type\":\"span\",\"marks\":[],\"text\":\"The results\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"1594ee325e51\",\"_type\":\"block\",\"children\":[{\"_key\":\"09bd26e415b5\",\"_type\":\"span\",\"marks\":[],\"text\":\"Campaign execution time dropped from one hour to just three minutes using Braze Canvas\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6bfb6ed430e4\",\"_type\":\"block\",\"children\":[{\"_key\":\"1f7b7dab41a3\",\"_type\":\"span\",\"marks\":[],\"text\":\"41% conversion rate on a campaign triggered by app install\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9845a4f2b87a\",\"_type\":\"block\",\"children\":[{\"_key\":\"ed1ae1bba44e\",\"_type\":\"span\",\"marks\":[],\"text\":\"26% reduction in unsubscribe rate after refining message timing\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b6e18d48496b\",\"_type\":\"block\",\"children\":[{\"_key\":\"1fcfc412ee13\",\"_type\":\"span\",\"marks\":[],\"text\":\"foodora’s results show how customer engagement automation—powered by real-time data—can help teams move faster, personalize at scale, and improve performance across multiple channels.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7cb12e031cab\",\"_type\":\"anchor\",\"anchorId\":\"look\"},{\"_key\":\"53f065eb2d8e\",\"_type\":\"block\",\"children\":[{\"_key\":\"062bd11225ee\",\"_type\":\"span\",\"marks\":[],\"text\":\"What to look for in an automated customer engagement platform\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"fcc34eb5ae38\",\"_type\":\"block\",\"children\":[{\"_key\":\"db5dff7650b3\",\"_type\":\"span\",\"marks\":[],\"text\":\"A strong automated customer engagement platform supports personalized, data-driven engagement across each channel—not just task automation. When evaluating your options, these are the capabilities to focus on.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6fe11101d5d5\",\"_type\":\"block\",\"children\":[{\"_key\":\"feabd0fe38c9\",\"_type\":\"span\",\"marks\":[],\"text\":\"Smart segmentation and real-time triggers\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"80a7e01ae14f\",\"_type\":\"block\",\"children\":[{\"_key\":\"4d25902a24c5\",\"_type\":\"span\",\"marks\":[],\"text\":\"Look for platforms that let you build dynamic audiences based on real-time behavior, preferences, location, and more. These capabilities make it easier to respond in the moment.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9aba1a9cc085\",\"_type\":\"block\",\"children\":[{\"_key\":\"395364fff532\",\"_type\":\"span\",\"marks\":[],\"text\":\"Cross-channel journey orchestration tools\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"cbb93e6c7f4b\",\"_type\":\"block\",\"children\":[{\"_key\":\"0860b97d12ff\",\"_type\":\"span\",\"marks\":[],\"text\":\"A strong platform should help you manage and automate customer journeys across email, push, SMS, in-app, and beyond—all from a single interface. With \"},{\"_key\":\"cadd42f279f0\",\"_type\":\"span\",\"marks\":[\"b57f497bc518\"],\"text\":\"cross-channel journey orchestration\"},{\"_key\":\"042c1c5be6dd\",\"_type\":\"span\",\"marks\":[],\"text\":\", you can design coordinated experiences that adapt to user behavior and channel preferences.\"}],\"markDefs\":[{\"_key\":\"b57f497bc518\",\"_type\":\"link\",\"href\":\"https://www.braze.com/product/journey-orchestration\"}],\"style\":\"normal\"},{\"_key\":\"5bc02a6b856d\",\"_type\":\"block\",\"children\":[{\"_key\":\"98a2e842394b\",\"_type\":\"span\",\"marks\":[],\"text\":\"Personalization powered by first-party data and AI\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"2241d6e11df3\",\"_type\":\"block\",\"children\":[{\"_key\":\"c6d38699f3d7\",\"_type\":\"span\",\"marks\":[],\"text\":\"Modern platforms make it easy to tap into first-party data to personalize content, timing, and delivery. Look for those that offer \"},{\"_key\":\"712614842fe3\",\"_type\":\"span\",\"marks\":[\"91ff9407430d\"],\"text\":\"AI marketing automation\"},{\"_key\":\"457364f9424b\",\"_type\":\"span\",\"marks\":[],\"text\":\", with AI-driven capabilities to optimize message selection, predict the best channel for each user, power recommendations, and more.\"}],\"markDefs\":[{\"_key\":\"91ff9407430d\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/ai-marketing-automation\"}],\"style\":\"normal\"},{\"_key\":\"552c0c5bb3d9\",\"_type\":\"block\",\"children\":[{\"_key\":\"8f8e4cc22687\",\"_type\":\"span\",\"marks\":[],\"text\":\"Built-in testing, reporting, and optimization\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"43e073f0709d\",\"_type\":\"block\",\"children\":[{\"_key\":\"3cd775152efa\",\"_type\":\"span\",\"marks\":[],\"text\":\"You need visibility into what’s working, and what’s not. 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It brings structure to complexity—making it easier to deliver thoughtful experiences without scaling effort.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5ef80aad832f\",\"_type\":\"block\",\"children\":[{\"_key\":\"964ff93fe3e1\",\"_type\":\"span\",\"marks\":[],\"text\":\"With the right platform, automation becomes a long-term advantage. It gives marketers the flexibility to adapt, the tools to experiment, and the insight to improve with each message.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"34e42045b605\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"e1c5a9df32d2\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Connect with sales\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"https://www.braze.com/get-started\"}}],\"heading\":\"Ready to grow? Talk to our sales team.\"},{\"_key\":\"c9224dbf0746\",\"_type\":\"anchor\",\"anchorId\":\"faq\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/1f5dfe3ba35d4dfcb0573ab60fed746ac0748f28-1920x1080.png\",\"publishedDate\":\"2025-08-26T15:05:55.902Z\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-32412182a75125cdf3eaa8dbecdd9387e27deccd-1200x628-png\",\"_type\":\"reference\"}},\"pageDescription\":\"Use customer engagement automation to boost retention, increase efficiency, and personalize experiences across each channel. 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In order to achieve that goal, they wanted to build a comprehensive, multi-\"},{\"_key\":\"ba9ce6ca013b\",\"_type\":\"span\",\"marks\":[\"27f2212ed549\"],\"text\":\"Canvas\"},{\"_key\":\"5a56e0967c0a\",\"_type\":\"span\",\"marks\":[],\"text\":\" onboarding campaign in Braze that personalizes communications based on specific user drop-off points and behaviors.\"}],\"markDefs\":[{\"_key\":\"27f2212ed549\",\"_type\":\"link\",\"href\":\"https://www.braze.com/product/journey-orchestration\"}],\"style\":\"normal\"},{\"_key\":\"f08b28e5edfd\",\"_type\":\"block\",\"children\":[{\"_key\":\"ae93cd2af8f4\",\"_type\":\"span\",\"marks\":[],\"text\":\"Building trust through personalized onboarding flows\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"75aeaa9e41a4\",\"_type\":\"block\",\"children\":[{\"_key\":\"270b83750c32\",\"_type\":\"span\",\"marks\":[],\"text\":\"The Stash team moved quickly and set up the campaign in just three weeks—from ideation to launch. The first step was to determine key drop-off points where personalized communications would be valuable. Then, they built messaging flows that triggered after a defined delay, and carefully curated content across four channels: Email, push notifications, in-app messages, and SMS.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"519fe238e441\",\"_type\":\"block\",\"children\":[{\"_key\":\"fc353ec5f850\",\"_type\":\"span\",\"marks\":[],\"text\":\"Before launching, Stash implemented \"},{\"_key\":\"d5535426af2f\",\"_type\":\"span\",\"marks\":[\"6905320c0b8e\"],\"text\":\"Experiment Paths\"},{\"_key\":\"33c5fe4b188e\",\"_type\":\"span\",\"marks\":[],\"text\":\" to test content variants. They also ensured that message content highlighted the benefits and features that were best aligned to the next step in each user’s process.\"}],\"markDefs\":[{\"_key\":\"6905320c0b8e\",\"_type\":\"link\",\"href\":\"https://www.braze.com/docs/user_guide/engagement_tools/canvas/canvas_components/experiment_step/\"}],\"style\":\"normal\"},{\"_key\":\"8ae77c21cb3e\",\"_type\":\"richImage\",\"alt\":\"A complex hierarchical diagram with numerous interconnected nodes in pink, green, and purple.\",\"asset\":{\"_ref\":\"image-99d1cc655ea2905e70c2fbe0dec45672f6d38269-2400x1126-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"b247a5305757\",\"_type\":\"block\",\"children\":[{\"_key\":\"ca28b7265f8c\",\"_type\":\"span\",\"marks\":[],\"text\":\"Here’s a closer look at the two primary Canvas 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\\\"Personal\\\" portfolio options, with messaging highlighting specific benefits and features tied to each option.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3fb860a8d451\",\"_type\":\"block\",\"children\":[{\"_key\":\"0cb76b9eb6c0\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Users who signed the account agreements, but haven't deposited or linked their accounts\"},{\"_key\":\"1976f6f5b1ff\",\"_type\":\"span\",\"marks\":[],\"text\":\" receive communications emphasizing how simple and secure linking a bank account is.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bccc431fdf63\",\"_type\":\"block\",\"children\":[{\"_key\":\"3f6b3d2ed100\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Users who linked their accounts, but haven't made any deposits\"},{\"_key\":\"980a3daafd74\",\"_type\":\"span\",\"marks\":[],\"text\":\" receive messaging highlighting Stash's Auto-Stash feature, which allows users to \\\"set it and forget it\\\" for consistent investing and wealth growth.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"08df0e62eeae\",\"_type\":\"richImage\",\"alt\":\"Three phone screens display a notification, an introductory pop-up, and an investing page for the Stash app's Auto-Stash feature.\",\"asset\":{\"_ref\":\"image-74f3d3dbfd7b8cac9025b5eb6eebc7b4f33791cc-2400x1210-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"d77a4c1fab46\",\"_type\":\"block\",\"children\":[{\"_key\":\"2beccfd15551\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Canvas 2: Pre-advisory e-signature flow\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"623ee3a8189d\",\"_type\":\"block\",\"children\":[{\"_key\":\"eecd16e3f83e\",\"_type\":\"span\",\"marks\":[],\"text\":\"This canvas triggers immediately when a user completes sign up and evaluates the first key drop-off point—SSN verification:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e42d1044c2a3\",\"_type\":\"block\",\"children\":[{\"_key\":\"15b6babe7a92\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Users who haven't successfully verified their SSN\"},{\"_key\":\"d943d87c13e1\",\"_type\":\"span\",\"marks\":[],\"text\":\" receive communications focused on Stash's safety and security, addressing potential concerns about information security.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4b2c92c012c6\",\"_type\":\"block\",\"children\":[{\"_key\":\"ad8c5e76dffa\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Users who verified their SSN but haven't completed the advisory e-signature\"},{\"_key\":\"4beef100b4c2\",\"_type\":\"span\",\"marks\":[],\"text\":\" enter an A/B test comparing two approaches: promoting the 7-day free trial versus highlighting their AI Money Coach feature to provide advice during the trial 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User data flows into Braze via an integration with leading customer data platform (CDP) Segment, allowing for real-time behavioral segmentation. Currents connector exports data back to Segment, which distributes to analytics platform Mixpanel for product and marketing analysis, and AWS S3 for data science work in Looker. Additional integrations include Facebook and Google connections to filter users from affiliate promotions, and Trustpilot integration to gather feedback from new users after their first deposit, helping to build a positive reputation and attract future users.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"eebd1dda0e6b\",\"_type\":\"block\",\"children\":[{\"_key\":\"ab2ac746c6c3\",\"_type\":\"span\",\"marks\":[],\"text\":\"Within Braze, our \"},{\"_key\":\"84f8a464f412\",\"_type\":\"span\",\"marks\":[\"d55c223a8ab9\"],\"text\":\"Connected Content\"},{\"_key\":\"2c76c9bce988\",\"_type\":\"span\",\"marks\":[],\"text\":\" dynamic personalization feature connects to Stash servers for real-time data that doesn't fit into standard eventing, and webhooks enable promotional offers to be automatically sent to qualified users.\"}],\"markDefs\":[{\"_key\":\"d55c223a8ab9\",\"_type\":\"link\",\"href\":\"https://www.youtube.com/watch?v=l-sTLEf6f1Q\"}],\"style\":\"normal\"},{\"_key\":\"2fcfdc81321c\",\"_ref\":\"b6669abd-9b2e-4b70-9cd4-7b80cbf7a2df\",\"_type\":\"testimonialReference\"},{\"_key\":\"1e2da033e5e8\",\"_type\":\"block\",\"children\":[{\"_key\":\"202c501a1828\",\"_type\":\"span\",\"marks\":[],\"text\":\"Results: A surge in the number of Stashers now saving\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"7542138b15a7\",\"_type\":\"block\",\"children\":[{\"_key\":\"f004bab85d5c\",\"_type\":\"span\",\"marks\":[],\"text\":\"Stash experiences a boost in engagement as a result of these new personalized onboarding campaigns. Timely and relevant messaging served as a helpful prompt to continue the user journey. In terms of email engagement, the team saw a\"},{\"_key\":\"14df602a7dc2\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\" \"},{\"_key\":\"220a346717ab\",\"_type\":\"span\",\"marks\":[],\"text\":\"72% increase in email open rate and a 64% increase in email click-through rate.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"364bbcf582bb\",\"_type\":\"block\",\"children\":[{\"_key\":\"740e37f9d38e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Importantly, Stash achieved a boost in conversion for the following events:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1fef9d0fd477\",\"_type\":\"block\",\"children\":[{\"_key\":\"0c54f316cf76\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"FirstDeposit_Started:\"},{\"_key\":\"eb9f0ae44a75\",\"_type\":\"span\",\"marks\":[],\"text\":\" 20.34% increase\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"123ac4876e88\",\"_type\":\"block\",\"children\":[{\"_key\":\"4adc2f520f50\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"DepositSetup_Submitted:\"},{\"_key\":\"e0b5705e565c\",\"_type\":\"span\",\"marks\":[],\"text\":\" 18.71% increase\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1c075df07059\",\"_type\":\"block\",\"children\":[{\"_key\":\"ff065a81734b\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Deposit_Completed:\"},{\"_key\":\"808f1d1b4126\",\"_type\":\"span\",\"marks\":[],\"text\":\" 19.75% increase\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"55f62385bd1c\",\"_type\":\"block\",\"children\":[{\"_key\":\"bacc15f539de\",\"_type\":\"span\",\"marks\":[],\"text\":\"These results represent nearly 60,000 new users beginning their path toward building long-term wealth, demonstrating the power of meeting users with dynamic, personalized messaging that addresses their needs and concerns at each stage of the onboarding process—and specifically in moments of hesitation.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3bfc4bfd9710\",\"_type\":\"block\",\"children\":[{\"_key\":\"3ca36483335f\",\"_type\":\"span\",\"marks\":[],\"text\":\"Key takeaways\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"a4cf51562e23\",\"_type\":\"block\",\"children\":[{\"_key\":\"35a1787c2b44\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Behavioral segmentation drives results:\"},{\"_key\":\"cfa326e2904a\",\"_type\":\"span\",\"marks\":[],\"text\":\" By identifying specific drop-off points and creating targeted messaging for each scenario, Stash saw improvements in both conversion rates and engagement metrics.\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c7e479c9d020\",\"_type\":\"block\",\"children\":[{\"_key\":\"8a772a01174f\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Multi-channel orchestration enhances impact:\"},{\"_key\":\"722a19ac3836\",\"_type\":\"span\",\"marks\":[],\"text\":\" Using email, push, in-app messages, and SMS in coordinated flows ensures users receive the right message through their preferred channel at the optimal time.\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"754fe5cf225e\",\"_type\":\"block\",\"children\":[{\"_key\":\"fbb948a45eb2\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Real-time personalization builds trust:\"},{\"_key\":\"de88a5d24c0a\",\"_type\":\"span\",\"marks\":[],\"text\":\" In financial services, the ability to dynamically adjust messaging based on user behavior and concerns is critical for building the confidence needed for long-term engagement.\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1d84f0aea81a\",\"_type\":\"block\",\"children\":[{\"_key\":\"7671c9a3fbd1\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Speed to market enables optimization:\"},{\"_key\":\"217ff0d2a271\",\"_type\":\"span\",\"marks\":[],\"text\":\" The 3-week implementation timeline allowed Stash to quickly test, learn, and iterate on their approach, maximizing the impact of their onboarding improvements.\\n\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/88bbc77fcebfdf4a57edbeddda3c3004bbf4801d-2560x1600.png\",\"publishedDate\":\"2025-11-05T16:01:03.977Z\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-0cbf03b4ec258a6cd15b210931ce78f6f38d8a67-2400x1256-png\",\"_type\":\"reference\"}},\"pageDescription\":\"Stash, a leading micro-investing platform, used real-time segmentation and multi-channel messaging in Braze to create dynamic onboarding experiences that meet users at their specific drop-off points, leading to marked improvements in conversion rates and email engagement.\",\"pageTitle\":\"Stash drives long-term investing habits with sophisticated, personalized user onboarding\",\"slug\":{\"_type\":\"slug\",\"current\":\"stash-case-study\"}},\"title\":\"Stash drives long-term investing habits with sophisticated, personalized user onboarding\"},{\"_id\":\"imported-craft-110429\",\"_type\":\"caseStudy\",\"body\":[{\"_key\":\"ff50572d32dc\",\"_type\":\"block\",\"children\":[{\"_key\":\"ff50572d32dc0\",\"_type\":\"span\",\"marks\":[\"597101a31902\"],\"text\":\"Uber Carshare\"},{\"_key\":\"ff50572d32dc1\",\"_type\":\"span\",\"marks\":[],\"text\":\" launched in Sydney, Australia in 2013 with 20 cars for sharing, and 60 people looking to borrow cars. As of 2021, Uber Carshare has grown to over 4,000 cars and has expanded beyond Sydney to cover the whole of Australia; they’ve also partnered with Hyundai to allow users to share and borrow eco-friendly hybrid and fully electric cars. From the company’s perspective, every share car can take up to 10 other cars off the road, which goes a long way toward reducing Australia's carbon footprint.\"}],\"markDefs\":[{\"_key\":\"597101a31902\",\"_type\":\"link\",\"href\":\"https://www.ubercarshare.com/car-rental\"}],\"style\":\"normal\"},{\"_key\":\"946596f277ce\",\"_type\":\"block\",\"children\":[{\"_key\":\"946596f277ce0\",\"_type\":\"span\",\"marks\":[],\"text\":\"While Uber Carshare has grown enormously, the company has a \"},{\"_key\":\"946596f277ce1\",\"_type\":\"span\",\"marks\":[\"24d859137802\"],\"text\":\"two-sided marketing challenge\"},{\"_key\":\"946596f277ce2\",\"_type\":\"span\",\"marks\":[],\"text\":\". There’s the supply side—that is, the people who offer their cars up for sharing—and the demand side, which features people who want to book cars. Both groups need to be fully engaged with the Uber Carshare platform for the company to build on its success. By partnering with Braze, Uber Carshare reached both audiences with encouraging messages and prompts that inspired engagement, increased confirmed bookings, and improved efficiency for their engineering team.\"}],\"markDefs\":[{\"_key\":\"24d859137802\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-7716\",\"_type\":\"reference\"}}],\"style\":\"normal\"},{\"_key\":\"65af0aab46d8\",\"_type\":\"block\",\"children\":[{\"_key\":\"65af0aab46d80\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Studying User Behavior Helps to Fine-Tune Messages\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"37656f6b2b0e\",\"_type\":\"block\",\"children\":[{\"_key\":\"37656f6b2b0e0\",\"_type\":\"span\",\"marks\":[],\"text\":\"To try to reach both car owners and borrowers, Uber Carshare originally used a smaller marketing platform that didn’t integrate with other technologies or allow for easy analysis of campaigns. These drawbacks hurt Uber Carshare’s ability to experiment with new channels, test variables, or connect with other systems to maximize their data. After evaluating several platforms, Uber Carshare settled on Braze since it checked all of the company’s “must-have” boxes, including tools for connecting a user with content relating to multiple car listings and addressing the abandoned-cart problem among car borrowers, and features for highlighting a vehicle’s appeal on behalf of those who shared their cars.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a43c6153c71f\",\"_type\":\"block\",\"children\":[{\"_key\":\"a43c6153c71f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"To address abandoned carts, Uber Carshare first had to dig into why users would leave their trip bookings incomplete. In many cases, users abandoned purchases after they’d already chosen cars, but before they’d verified their IDs—an important step before being allowed to drive the shared cars. Uber Carshare used Braze Alloys partner \"},{\"_key\":\"a43c6153c71f1\",\"_type\":\"span\",\"marks\":[\"4368190df53d\"],\"text\":\"Mixpanel \"},{\"_key\":\"a43c6153c71f2\",\"_type\":\"span\",\"marks\":[],\"text\":\"to determine the median time it took for people to progress through this step. If users haven’t finished the verification step within this specified time, Uber Carshare sends reminders via push notification, and follows up with emails reminding users to book the car they had selected.\"}],\"markDefs\":[{\"_key\":\"4368190df53d\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-18002\",\"_type\":\"reference\"}}],\"style\":\"normal\"},{\"_key\":\"60NQBaSu\",\"_type\":\"richImage\",\"alt\":null,\"asset\":{\"_ref\":\"image-8c3a80f39741856d5515c0cdb201a1b1a7bfddd2-2400x1200-png\",\"_type\":\"reference\"},\"caption\":null},{\"_key\":\"297d7053b03b\",\"_type\":\"block\",\"children\":[{\"_key\":\"297d7053b03b0\",\"_type\":\"span\",\"marks\":[],\"text\":\"To boost engagement from the supply side (those who shared vehicles), Uber Carshare created triggers to identify when users started to list their cars but didn’t engage further. A series of messages—using channels such as in-app messages, email, and push notifications—explained how the platform works and addressed key objections. Once cars were listed, onboarding flows powered by the \"},{\"_key\":\"297d7053b03b1\",\"_type\":\"span\",\"marks\":[\"6dc2f38e6602\"],\"text\":\"Braze Canvas\"},{\"_key\":\"297d7053b03b2\",\"_type\":\"span\",\"marks\":[],\"text\":\" customer journey feature reminded users to take the steps needed to showcase their cars and increase bookings, like obtaining badges showing that their cars were serviced and trustworthy. The messages were built into an onboarding journey and a triggered campaign.\"}],\"markDefs\":[{\"_key\":\"6dc2f38e6602\",\"_type\":\"link\",\"href\":\"/product/braze-canvas\"}],\"style\":\"normal\"},{\"_key\":\"bc1a60a7c228\",\"_type\":\"block\",\"children\":[{\"_key\":\"bc1a60a7c2280\",\"_type\":\"span\",\"marks\":[],\"text\":\"For both the supply-side and demand-side campaigns, Uber Carshare used the \"},{\"_key\":\"bc1a60a7c2281\",\"_type\":\"span\",\"marks\":[\"05005b0e12a0\"],\"text\":\"Braze Currents\"},{\"_key\":\"bc1a60a7c2282\",\"_type\":\"span\",\"marks\":[],\"text\":\" high-volume data export feature for seamless data transfer and leveraged customer data platform (CDP) and Braze Alloys partner \"},{\"_key\":\"bc1a60a7c2283\",\"_type\":\"span\",\"marks\":[\"32ddd8a849d1\"],\"text\":\"Segment\"},{\"_key\":\"bc1a60a7c2284\",\"_type\":\"span\",\"marks\":[],\"text\":\", which sits in the middle of the company’s tech stack, to move customer data to Braze and Mixpanel. With Braze Alloys partner \"},{\"_key\":\"bc1a60a7c2285\",\"_type\":\"span\",\"marks\":[\"8428405cfca8\"],\"text\":\"Looker\"},{\"_key\":\"bc1a60a7c2286\",\"_type\":\"span\",\"marks\":[],\"text\":\", Uber Carshare can tag users based on details that are not stored as custom attributes on that user, such as the performance and earnings of the cars they have listed. Looker also helps the company create detailed segments, and identify users within Braze.\"}],\"markDefs\":[{\"_key\":\"05005b0e12a0\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-6867\",\"_type\":\"reference\"}},{\"_key\":\"32ddd8a849d1\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-18000\",\"_type\":\"reference\"}},{\"_key\":\"8428405cfca8\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-17996\",\"_type\":\"reference\"}}],\"style\":\"normal\"},{\"_key\":\"tJf2zLs1HMJzFiaEXLy95\",\"_ref\":\"imported-craft-testimonial-from-doc-110429-block-3\",\"_type\":\"testimonialReference\"},{\"_key\":\"4581c9ba4a8e\",\"_type\":\"block\",\"children\":[{\"_key\":\"4581c9ba4a8e0\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Uber Carshare Results: Higher Purchase Completion, Double Conversion for Badging\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"33650be22e75\",\"_type\":\"block\",\"children\":[{\"_key\":\"33650be22e750\",\"_type\":\"span\",\"marks\":[],\"text\":\"By encouraging customers to complete bookings, Uber Carshare saw 20% more users go on to complete purchases after receiving messages. The company also doubled conversions for those sharing their cars and obtaining badges, increasing their conversion rate from 5-8% to 16%. The improved efficiency and engineering value of Braze and its Alloys technology partners also allowed Uber Carshare to run marketing and transactional campaigns with just two people, instead of hiring an extra two people to keep up with the company’s rapid growth In addition, the company has reduced the time needed to launch campaigns from 24 hours to just one hour.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c0605eb35295\",\"_type\":\"block\",\"children\":[{\"_key\":\"c0605eb352950\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Final Thoughts\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"b7a427cbc09b\",\"_type\":\"block\",\"children\":[{\"_key\":\"b7a427cbc09b0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Marketers can guess at why customers abandon carts or stop engaging with a platform or product—or, they can apply technology to the challenge of understanding customer behavior. Using science, mixed in with the art of crafting campaign messages, companies like Uber Carshare have been able to better learn what drives behavior and how to encourage key actions that drive their business forward.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"09c071a5cd6c\",\"_type\":\"block\",\"children\":[{\"_key\":\"09c071a5cd6c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"To learn more about the value of Braze Alloy partners, read check out our in-depth look at the \"},{\"_key\":\"09c071a5cd6c1\",\"_type\":\"span\",\"marks\":[\"3f09337e0e44\"],\"text\":\"Six Pillars of Braze Alloys\"},{\"_key\":\"09c071a5cd6c2\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"3f09337e0e44\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-25033\",\"_type\":\"reference\"}}],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/407fdabde203b8da5e0974d7a46b5e6e27a61ec4-900x1220.png\",\"publishedDate\":\"2021-07-09T12:47:46-04:00\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-8338640df1b677e3a3d26d60a45bfbfbacdbf2b3-1200x628-png\",\"_type\":\"reference\"}},\"pageDescription\":\"Uber Careshare, an Australian car-sharing company, wanted to improve engagement from car owners and car-share users. 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And due to rigorous frequency testing, deeper personalization, and more real-time adjustability in segmentation and messaging content, Sesame’s email marketing has gone from being a top 10 contributor to a top 3 contributor to the growth of their business.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"62ee4089b86b\",\"_type\":\"block\",\"children\":[{\"_key\":\"62ee4089b86b0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Additionally, the seamless integration of Segment with Braze, the flexibility of the Braze Canvas, and the fact that they no longer need to manually create API calls and user segments will ultimately add future scalability for Sesame, even with a small team of two managing their campaigns.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"af233792df0b\",\"_type\":\"block\",\"children\":[{\"_key\":\"af233792df0b0\",\"_type\":\"span\",\"marks\":[],\"text\":\"“Braze made it possible for us to reinvent our customer engagement strategy by embracing cross-channel messaging and driving more impact with the messages we send,” said Brett Doyle, Head of CRM at Sesame Care. “Finding a HIPAA-compliant platform capable of supporting our marketing vision has been a game changer for us.”\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"238b7b2613e8\",\"_type\":\"block\",\"children\":[{\"_key\":\"238b7b2613e80\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Final Thoughts\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"d0b70fec8ded\",\"_type\":\"block\",\"children\":[{\"_key\":\"d0b70fec8ded0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Even as new ways to engage customers emerge, \"},{\"_key\":\"d0b70fec8ded1\",\"_type\":\"span\",\"marks\":[\"95ad8943cc07\"],\"text\":\"email is still king\"},{\"_key\":\"d0b70fec8ded2\",\"_type\":\"span\",\"marks\":[],\"text\":\", boasting the highest impact on ROI. 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