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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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ja:text-xs hover:text-primary-600 py-6 xl:py-[10px] justify-center text-gray-600 text-lg" href="https://dashboard.braze.com/developers/sign_in">Log In</a></li><li class="w-full xl:w-auto"><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-[18px] py-[10px] text-md border border-primary-500 bg-primary-500 text-white shadow-xs hover:border-primary-700 hover:bg-primary-700 active:border-primary-500 active:bg-primary-500 disabled:border-0 disabled:bg-primary-200 w-full" href="/get-started">Get Started</a></li></ul></div><div class="flex items-center sm:gap-4 h-full xl:hidden"><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-[18px] py-[10px] text-md border border-primary-500 bg-primary-500 text-white shadow-xs hover:border-primary-700 hover:bg-primary-700 active:border-primary-500 active:bg-primary-500 disabled:border-0 disabled:bg-primary-200 w-full xl:hidden" href="/get-started">Get Started</a><button data-collapse-toggle="mega-menu-full" type="button" class="flex-none h-full focus:outline-none focus:ring-2 xl:hidden p-4" aria-controls="mega-menu-full" aria-expanded="false"><span class="sr-only">Open main menu</span><span class="block relative h-[13px] w-[16px]"><span class="block absolute h-[2px] w-full left-0 duration-300 ease-in-out bg-black top-0 rotate-0"></span><span class="block absolute h-[2px] w-full left-0 duration-300 ease-in-out bg-black top-[6px] opacity-1"></span><span class="block absolute h-[2px] w-full left-0 duration-300 ease-in-out bg-black top-[12px] rotate-0"></span></span></button></div></div></nav></header><main><!--$--><div class="relative w-full overflow-hidden bg-gray-50 pt-[74px] partner-detail-hero"><div class="container relative z-10 pb-20 pt-6"><div class="flex gap-1 text-xs"><a aria-label="Link to solutions partners" class="text-[#310CCE] border text-nowrap h-fit border-[#D0D5DD] bg-[#ECE5F9] hover:bg-[#F9FAFB] rounded-lg px-3 py-[2px] font-bold text-[#310CCE] capitalize" href="/partners/solutions-partners">Partners</a><span class="text-white text-md">/</span><a aria-label="Link to fueled" class="text-[#310CCE] border text-nowrap h-fit border-[#D0D5DD] bg-[#ECE5F9] hover:bg-[#F9FAFB] rounded-lg px-3 py-[2px] font-medium text-[#344054] bg-[#FFFFFFB2] truncate" href="/partners/solutions-partners/fueled">Fueled</a></div><script type="application/ld+json">{"@context":"https://schema.org","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Partners","item":"https://www.braze.com/partners/solutions-partners"},{"@type":"ListItem","position":2,"name":"Fueled","item":"https://www.braze.com/partners/solutions-partners/fueled"}]}</script><div class="mt-16 flex flex-col items-start justify-between gap-6 text-center text-black 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="Fueled" 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%2Fa9df2510fea79a73c241b8027d97f84777b44de7-580x200.png&w=256&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fa9df2510fea79a73c241b8027d97f84777b44de7-580x200.png&w=384&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fa9df2510fea79a73c241b8027d97f84777b44de7-580x200.png&w=384&q=75"/></div><div class="flex flex-col items-start gap-8"><h2 class="max-w-screen-md text-start">Fueled</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=solutions&region=Americas">Americas</a></div></div></div><div class="flex w-full flex-col gap-3 sm:w-fit md:flex-row"><a href="https://fueled.com/" target="_blank" rel="noreferrer noopener" class="inline-flex items-center justify-center text-center rounded-full transition-colors whitespace-nowrap relative z-10 py-2 px-3 gap-1 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-[37px] w-full text-sm sm:w-fit">View Partner Website</a></div></div></div></div><div class="container py-24"><div class="flex flex-col gap-8 md:flex-row"><aside class="w-full shrink-0 grow-0 basis-full md:w-[280px] md:basis-[280px]"><div class="flex w-full flex-col gap-8 md:sticky md:top-24"><div class="flex flex-col gap-6 rounded-[12px] bg-gray-50 p-6"><div class="flex flex-col gap-2"><h6 class="text-sm uppercase text-gray-600">Verified Partner</h6><span class="w-fit rounded-xl border border-gray-300 bg-white px-3 py-1 text-sm font-bold text-gray-600">Solutions</span></div><div class="flex flex-col gap-2"><h6 class="text-sm uppercase text-gray-600">Region</h6><span class="w-fit rounded-xl border border-gray-300 bg-white px-3 py-1 text-sm font-bold text-gray-600">Americas</span></div></div></div></aside><main class="flex shrink-0 grow basis-0 flex-col gap-12"><section class="flex flex-col gap-9"><h3 class="text-display-md font-semibold text-gray-900">What is Fueled?</h3><div class="flex flex-col gap-6"><p>Fueled is an award-winning technology consultancy that transforms businesses by generating ideas, building products, and accelerating growth.</p></div></section></main></div></div><div class="container bg-gray-50 py-[50px] md:py-24"><div class="cards-slider overflow-hidden bg-gray-25 undefined"><div class="container flex flex-col gap-8 px-0 md:px-20"><div class="flex flex-col justify-between gap-6 md:flex-row md:items-center"><h1 class="z-10 text-display-md text-black md:text-display-lg">Related Content</h1><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 font-aribauGrotesk font-bold border border-gray-300 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-[40px] w-fit bg-gray-300 text-md text-black" href="/resources/articles">View More</a></div><div class="slick-slider 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But as humans, we simply cannot build and test hundreds or thousands of variants to create truly 1:1 consumer experiences. We can build 1, 2, 4, 8…but at some point we will be limited by time and efficiency.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"97eaaa56fce3\",\"_type\":\"block\",\"children\":[{\"_key\":\"031f18fa57c70\",\"_type\":\"span\",\"marks\":[],\"text\":\"We think of it like how AI can benefit chess: For those of you who have played yourself—or maybe just watched \"},{\"_key\":\"031f18fa57c71\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"The Queen's Gambit\"},{\"_key\":\"031f18fa57c72\",\"_type\":\"span\",\"marks\":[],\"text\":\"—you know there are a seemingly infinite number of moves that a player can make as they progress through a game. With AI, each of those possible moves can be considered, played out, and evaluated at each point in time to recommend the move that will have the best probability for winning. It would be near-impossible for any person (unless, maybe if you’re playing with Beth) to do so in the game’s time constraints.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7f4f4cd4e06f\",\"_type\":\"block\",\"children\":[{\"_key\":\"e2711181da930\",\"_type\":\"span\",\"marks\":[],\"text\":\"Like in chess, each moment you engage with your consumer, you learn more, and you could potentially offer a number of likely paths that would align to their journey, preferences, and desired outcomes. But building out all of those potential experiences—and then testing them and refining them for each and every consumer as you continue to engage and learn more—is just not something we can do by ourselves.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f4a81f6f8bf3\",\"_type\":\"block\",\"children\":[{\"_key\":\"8a668e0592090\",\"_type\":\"span\",\"marks\":[],\"text\":\"That’s why today we’re excited to share Project Catalyst, our codename for a new feature that will unlock a third messaging experience - fueled by BrazeAI™.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"691751effad0\",\"_type\":\"block\",\"children\":[{\"_key\":\"d438b229f9a80\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Project Catalyst: Experiment and personalize for internet scale\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5bdf76d2b86d\",\"_type\":\"block\",\"children\":[{\"_key\":\"eb6fead9716f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Project Catalyst will sit alongside and integrate with Campaigns and Canvas, and is designed to help you craft and uncover the best experience for each individual consumer. It’s an agent that builds on our nearly 10 years of building products across the AI spectrum, from algorithmic approaches (e.g. Intelligent Timing, Personalized Variant), to traditional AI/ML models (e.g. AI Item Recommendations, Predictive Suite), to Generative AI (e.g. Copywriting Assistant, Tone Control – and even our new \"},{\"_key\":\"eb6fead9716f1\",\"_type\":\"span\",\"marks\":[\"65511202f36c\"],\"text\":\"Liquid Assistant and Message Template Assistant\"},{\"_key\":\"eb6fead9716f2\",\"_type\":\"span\",\"marks\":[],\"text\":\" features).\"}],\"markDefs\":[{\"_key\":\"65511202f36c\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/forge-2024-braze-channels-announcements\"}],\"style\":\"normal\"},{\"_key\":\"c5b076b3ebe4\",\"_type\":\"block\",\"children\":[{\"_key\":\"5ccee6b86d270\",\"_type\":\"span\",\"marks\":[],\"text\":\"As we’ve improved our BrazeAI™ capabilities and the data science behind them, we’ve enhanced the foundation to help marketers deliver more value to their customers, and ultimately their brands. Each of our BrazeAI™ features drive benefits to marketers in our current workflows; but when we bring together the foundational high-quality data sets, stream processing capabilities, and mature data science investments, we’re now able to also do a lot more to help marketers create highly personalized experiences and experiment at unprecedented scale.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f4c4318c1878\",\"_type\":\"block\",\"children\":[{\"_key\":\"4d8d70c2030f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"With Project Catalyst, marketers provide high-level guidelines for journeys, content, items and incentives, and specify a target audience and goal. The agent then generates hundreds of variants for each component of that experience—the subject line, the tone of the message, the various offers available, the channel mix, the best timing, and more. It combines the best of each component to create an individual, unique experience for each and every consumer.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1d463384c012\",\"_type\":\"block\",\"children\":[{\"_key\":\"7c28d2113e540\",\"_type\":\"span\",\"marks\":[],\"text\":\"For example, if you set Project Catalyst to focus on reigniting lapsing users for your retail brand:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"27f77691badd\",\"_type\":\"block\",\"children\":[{\"_key\":\"cca5f16c7f240\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Customer one\"},{\"_key\":\"cca5f16c7f241\",\"_type\":\"span\",\"marks\":[],\"text\":\" could receive a specific experience after they’ve gone two months without making a purchase. Their content could include a funny tone, a witty subject line and a more direct call to action—while still following brand guidelines. Their journey could start with an email, followed by an SMS, and then ensure that a Content Card is waiting for them when they visit your company’s mobile app. On top of this, that customer could be offered a new sweater in conjunction with a 40% discount.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"fb905a432a58\",\"_type\":\"block\",\"children\":[{\"_key\":\"ecf26b5cc9fe0\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Customer two \"},{\"_key\":\"ecf26b5cc9fe1\",\"_type\":\"span\",\"marks\":[],\"text\":\"could receive a completely separate experience based on their specific preferences. They could be engaged in ways that are designed to address their monthly decline in purchase volume. Their content could use that same witty title, but leverage more persuasive copy and an informal CTA. Their journey could be a push notification, followed by an in-app message. And at the end, they could be offered a unique vintage jacket with a 20% discount attached.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"cadf4d48f2a8\",\"_type\":\"block\",\"children\":[{\"_key\":\"35337b3f7fad0\",\"_type\":\"span\",\"marks\":[],\"text\":\"These experiences, replicated across your entire customer base, offer thousands of potential possibilities for experiences, with each customer receiving the one that’s best suited for them. And with configurable boundaries, content controls, optimization levers, and real-time reporting and analytics, marketers can ensure they are in control of their engagement, make real-time adjustments and improve outcomes over time.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c782981d5f61\",\"_type\":\"block\",\"children\":[{\"_key\":\"065a4007e5a80\",\"_type\":\"span\",\"marks\":[],\"text\":\"The best part of Project Catalyst, though, is the way it can support your existing Campaigns and Canvases. When we combine capabilities like Project Catalyst and Canvas, we can bring together handcrafted experiences with machine-crafted scale—enabling marketers to create lasting experiences that matter to each of their unique customers.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5ea65a1ed81b\",\"_type\":\"richImage\",\"alt\":\"a person with a beard is smiling in front of a screen that says embark on a cinematic journey\",\"asset\":{\"_ref\":\"image-d92c4267b957dc186ff50108b5666c4db82273d9-2401x1257-png\",\"_type\":\"reference\"}},{\"_key\":\"6316528ed182\",\"_type\":\"block\",\"children\":[{\"_key\":\"35808fddf6b80\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Forge and beyond: How you can sign up to explore our investments in orchestration and BrazeAI™\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2c5fe2f691e6\",\"_type\":\"block\",\"children\":[{\"_key\":\"23363d2d7e4a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Want to explore this new way of building customer experiences with Braze? We're now accepting interest from brands who'd like to get involved. And, in the near term, we’ll be launching one-click content testing for push notifications, a new feature in early access you'll be able to request and use soon that will serve as a sneak peek into the full Project Catalyst experience. One-click content testing will expand to additional channels in the coming months to support faster content creation and more impactful and expansive experimentation.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5d173a4e6d76\",\"_type\":\"block\",\"children\":[{\"_key\":\"bf9486e8d8ec0\",\"_type\":\"span\",\"marks\":[],\"text\":\"These advanced capabilities offer powerful new opportunities for marketers to connect with their customers and that, in turn, has the potential to make marketers more valuable than ever before. And as these opportunities mature, we expect to see more exciting and important new questions surface for marketers—for instance, how best to define and maintain brand identity in a fast-moving, AI-informed customer engagement landscape. But hey, that just means you should stay tuned for more…\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"cec736272310\",\"_type\":\"block\",\"children\":[{\"_key\":\"104335c608620\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"Note: Planned Beta for Project Catalyst is H1FY26.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"af1d23788642\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"9bf9c2254043\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Check out BrazeAI™\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"https://www.braze.com/product/brazeai\"}}],\"body\":[{\"_key\":\"15d3bd186aef\",\"_type\":\"block\",\"children\":[{\"_key\":\"eae850483cc4\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"\"}],\"markDefs\":[],\"style\":\"normal\"}],\"heading\":\"Want to learn more about how to use AI to achieve your customer engagement goals?\"},{\"_key\":\"03bc86b0cbbe\",\"_type\":\"block\",\"children\":[{\"_key\":\"92ddf2b780d30\",\"_type\":\"span\",\"marks\":[\"strong\",\"em\"],\"text\":\"Forward-Looking Statements\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f4ea663ff8b4\",\"_type\":\"block\",\"children\":[{\"_key\":\"b132e2c49fab0\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"$36\"}],\"markDefs\":[],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/1059eaff01988389c0b7ed940061e9669f0f512e-2400x1257.png\",\"publishedDate\":\"2024-09-24T13:00:03.754Z\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-1059eaff01988389c0b7ed940061e9669f0f512e-2400x1257-png\",\"_type\":\"reference\"}},\"pageDescription\":\"Learn about Project Catalyst, our codename for a new feature that will unlock a third messaging experience - fueled by BrazeAI™.\",\"pageTitle\":\"Braze announces a new feature, codenamed Project Catalyst, to deliver 1:1 customer experiences by rapidly creating, testing, and optimizing thousands of experience variations\",\"slug\":{\"_type\":\"slug\",\"current\":\"forge-2024-ai-orchestration-announcements\"}},\"title\":\"Braze announces a new feature, codenamed Project Catalyst, to deliver 1:1 customer experiences by rapidly creating, testing, and optimizing thousands of experience variations\"},{\"_id\":\"7b40ea74-ee61-426d-9606-5f1802e3af4f\",\"_type\":\"blogPost\",\"body\":[{\"_key\":\"5a5126011b5e\",\"_type\":\"block\",\"children\":[{\"_key\":\"df144386dd4e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Grow with Braze Melbourne 2025 welcomed more than 200 marketers, technologists, and product leaders to Metropolis Events on Southbank on 15 May. The afternoon set out to answer a deceptively simple question: how do Australian brands keep growing when customers expect everything, everywhere, all at once?\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ba24afcc33de\",\"_type\":\"block\",\"children\":[{\"_key\":\"f928864ed535\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Braze’s Australian story: Community first, innovation always\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"fd8a289849f9\",\"_type\":\"richImage\",\"alt\":\"a man stands in front of a screen that says melbourne on it\",\"asset\":{\"_ref\":\"image-793ce8c40cee88a6936c0f01721b4d54dd2af0b2-2400x1544-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"f86baa21c090\",\"_type\":\"block\",\"children\":[{\"_key\":\"2fb07ce4c287\",\"_type\":\"span\",\"marks\":[],\"text\":\"The day opened with a welcome from Ashley Crane, Director, Customer Success, who traded early career dreams of “septic tank pumpout man” for customer success leadership and a reminder that growth is multi-layered: grow your user base, grow your revenue, and grow yourself. “Good news,” he quipped, “Braze can help with all three.”\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ef5262b193f2\",\"_type\":\"richImage\",\"alt\":\"a man stands in front of a screen that says braze in anz\",\"asset\":{\"_ref\":\"image-489695a94cbb7ca715373afab364522b5046bfd5-2400x1544-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"dba21ccb143a\",\"_type\":\"block\",\"children\":[{\"_key\":\"2452900da3f3\",\"_type\":\"span\",\"marks\":[],\"text\":\"Jaye Vernon, Area VP, ANZ, also traced Braze's nine-year journey in Australia. What started as a search for “the best piece of technology to help brands build long-lasting relationships” has grown into a 60-strong local team and a flourishing customer community. The message was clear: technology only matters when people can wield it confidently, and Braze’s investment in implementation talent is what turns features into outcomes. \"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e3e878718674\",\"_type\":\"block\",\"children\":[{\"_key\":\"df2024ca481e\",\"_type\":\"span\",\"marks\":[],\"text\":\"He then framed three global trends from the latest \"},{\"_key\":\"ede71c952c1d\",\"_type\":\"span\",\"marks\":[\"bfe3ebb8379f\"],\"text\":\"Customer Engagement Review\"},{\"_key\":\"e26785d73836\",\"_type\":\"span\",\"marks\":[],\"text\":\": molding messages, building trust through transparency, and enhancing experiences with AI, as the north-star themes for the afternoon’s sessions.\"}],\"markDefs\":[{\"_key\":\"bfe3ebb8379f\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/reports-and-guides/global-customer-engagement-review\"}],\"style\":\"normal\"},{\"_key\":\"e459698803b6\",\"_type\":\"block\",\"children\":[{\"_key\":\"75b15679e576\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"When Broadcast met Braze: ARN’s unexpected romance\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"6fbc86178da8\",\"_type\":\"richImage\",\"alt\":\"a woman in a white suit is giving a presentation\",\"asset\":{\"_ref\":\"image-f7e2f88a6b390617bfab2106163f859b95d4f7ca-2400x1544-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"72453ded64d7\",\"_type\":\"block\",\"children\":[{\"_key\":\"fa39987131aa\",\"_type\":\"span\",\"marks\":[],\"text\":\"Cass Byrnes, Lifecycle Marketing Director at ARN, stole hearts (and laughs) with a self-described “love story” between broadcast radio and Braze. Traditional FM, she reminded the audience, is “a marketer’s worst nightmare—no email, no name, no data.” Her match-making solution? KIIS Club, a game-fueled loyalty programme that nudges anonymous listeners to pull over, sign up, and compete for prizes.“Braze is the chocolates, the red roses, the candle-lit dinners,” Cass quipped, explaining how omnichannel messages turned radio’s one-way megaphone into a two-way relationship.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bce8fe8eb20a\",\"_type\":\"block\",\"children\":[{\"_key\":\"d9da776d551b\",\"_type\":\"span\",\"marks\":[],\"text\":\"The six-week campaign delivered a 78% total open rate, 19% unique click-through, and a 29% lift in monthly active users—proof that even analogue channels can get digital body language when the incentive (and timing) is right.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"00eb10759b20\",\"_type\":\"block\",\"children\":[{\"_key\":\"c14016c8b1dc\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Origin Energy: Compliance meets compassion\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"73d914d21e17\",\"_type\":\"richImage\",\"alt\":\"a man and a woman are sitting in front of a large window\",\"asset\":{\"_ref\":\"image-1538ca5259d3234f43f4d9a95d956f34d0ee86e5-2400x1544-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"a6425c67607f\",\"_type\":\"block\",\"children\":[{\"_key\":\"318ac914de92\",\"_type\":\"span\",\"marks\":[],\"text\":\"During the first fireside chat, Origin Energy’s Diane Buckley unpacked how a highly regulated utility juggles empathy, data privacy, and real-time engagement. 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By anchoring every use case to clear customer value—“help before they even know they need assistance”—Origin turns compliance checkpoints into trust-building moments.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d4b4144e52b2\",\"_type\":\"block\",\"children\":[{\"_key\":\"f0b54a4d321d\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Live Nation: Scaling fan obsession across 18 brands\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"7ebb9d7888eb\",\"_type\":\"richImage\",\"alt\":\"a man with a name tag on his shirt sits next to another man\",\"asset\":{\"_ref\":\"image-211d23c2d81c474c27c8729ba1fb880c21bf2aae-2400x1544-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"aa06487c4b01\",\"_type\":\"block\",\"children\":[{\"_key\":\"25594a3b257d\",\"_type\":\"span\",\"marks\":[],\"text\":\"Stefanos Fernandez, VP of Digital Strategy \u0026 Technology, outlined how Live Nation rolled Braze out to 18 business units to personalize millions of fan interactions. The catalyst? A need to replace fragmented legacy systems with a single data and orchestration backbone. 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Every day, 60,000 on average Kayo Sports subscribers receive AI-optimized messages tuned across seven dimensions (channel, creative, timing, frequency, offer value, and more).\"}],\"markDefs\":[{\"_key\":\"803f2348d2c7\",\"_type\":\"link\",\"href\":\"https://www.braze.com/partners/technology-partners/offerfit\"}],\"style\":\"normal\"},{\"_key\":\"351086ddbf23\",\"_type\":\"block\",\"children\":[{\"_key\":\"ddc1e14567fc\",\"_type\":\"span\",\"marks\":[],\"text\":\"Six months in, the results speak volumes: +14% reactivations within 12 months, a -10% reduction in cancellations, +20% landing-page conversions, and a 2× lift in purchases for AI-recommended offers. “We’re global pioneers in teaching AI about the complex schedules of sport,” Anthony noted, illustrating Kayo’s next generation trading and lifecycle management engine.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"0dcf51613ab5\",\"_type\":\"block\",\"children\":[{\"_key\":\"930e1c151242\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Panel: Cashrewards, Country Road Group \u0026 Sportsbet look ahead\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"0d7cb71e33c6\",\"_type\":\"richImage\",\"alt\":\"A panel of three people on stage\",\"asset\":{\"_ref\":\"image-37cc24c023f4d91041fe05dfb6563d6d14e17a0b-2400x1544-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"789cea7942c5\",\"_type\":\"block\",\"children\":[{\"_key\":\"2f8511a8e58c\",\"_type\":\"span\",\"marks\":[],\"text\":\"A lively panel featuring Pranesh Nair (Cashrewards), Georgie Rathbone (Country Road Group), and Josh Jones (Sportsbet) converged on a shared mantra: “personalization starts with permission.” Each brand described moving from “batch-and-blast” to micro-journeys triggered by real-time signals:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"539d9259113f\",\"_type\":\"block\",\"children\":[{\"_key\":\"147c054b8635\",\"_type\":\"span\",\"marks\":[],\"text\":\"Moderated by Braze, the closing panel distilled seven quick hits for future-proofing engagement:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"16bc80639ae4\",\"_type\":\"block\",\"children\":[{\"_key\":\"4eeb35bb3ab8\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Own personalization end-to-end\"},{\"_key\":\"2d8cd22d8bd0\",\"_type\":\"span\",\"marks\":[],\"text\":\"—marketing may set the vision, but data teams must embed experimentation by default.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"99fdbdad8517\",\"_type\":\"block\",\"children\":[{\"_key\":\"de6c26c87539\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Metrics that matter\"},{\"_key\":\"eedcc362a0fd\",\"_type\":\"span\",\"marks\":[],\"text\":\"—from contribution to customer lifetime value (CLV) to reduction in “silent churn,” retention KPIs are growing up.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"921fb5aa5952\",\"_type\":\"block\",\"children\":[{\"_key\":\"034817e8a78c\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"First-party data is the fuel\"},{\"_key\":\"4bbc3235ea55\",\"_type\":\"span\",\"marks\":[],\"text\":\"—expect more creative value exchanges (e.g., exclusive cashback tiers, members-only drops) to earn consent.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"dc73c491c316\",\"_type\":\"block\",\"children\":[{\"_key\":\"7ca66df0118b\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"AI as co-pilot, not autopilot\"},{\"_key\":\"23825acc8a42\",\"_type\":\"span\",\"marks\":[],\"text\":\"—every brand is sprinting toward GenAI content, but human QA remains the last mile of trust.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f346be6db4b6\",\"_type\":\"block\",\"children\":[{\"_key\":\"bbcb8940abf2\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Composable stacks win\"},{\"_key\":\"c3525b5c978f\",\"_type\":\"span\",\"marks\":[],\"text\":\"—panelists praised the ease of slotting specialized tools (recommendation engines, on-site personalization) into Braze workflows.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4e8a44981575\",\"_type\":\"block\",\"children\":[{\"_key\":\"f5887c9d09c5\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Privacy legislation is coming\"},{\"_key\":\"210d1a3c159b\",\"_type\":\"span\",\"marks\":[],\"text\":\"—get ahead by unifying preference centres now rather than retrofitting later.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2bd6b5988a30\",\"_type\":\"block\",\"children\":[{\"_key\":\"94bc320ebacc\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Stickiness through community\"},{\"_key\":\"b992185ee174\",\"_type\":\"span\",\"marks\":[],\"text\":\"—whether it’s a sneaker drop or a same-game multi, experiences that invite participation beat one-off blasts. \"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"68421a274641\",\"_type\":\"block\",\"children\":[{\"_key\":\"7e13ced41485\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Three takeaways for Australian marketers\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"28d9fc25d305\",\"_type\":\"block\",\"children\":[{\"_key\":\"dbc6a4d6a4a2\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Trust is the new currency\"},{\"_key\":\"8223c6d5207f\",\"_type\":\"span\",\"marks\":[],\"text\":\". From utilities to cashback apps, speakers reiterated that transparent data usage and contextual relevance are now table stakes.\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8addf5767e7f\",\"_type\":\"block\",\"children\":[{\"_key\":\"b7c851a4b909\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Experimentation is everyone’s job\"},{\"_key\":\"8d638e76eb2e\",\"_type\":\"span\",\"marks\":[],\"text\":\". The most compelling success stories featured disciplined test-and-learn loops, whether multivariate subject lines or AI-driven offer catalogs.\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"13c45ddbb0a7\",\"_type\":\"block\",\"children\":[{\"_key\":\"5f850dc82637\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"AI is shifting from theory to throughput\"},{\"_key\":\"8a7811084403\",\"_type\":\"span\",\"marks\":[],\"text\":\". Kayo’s Cortex and REA’s real-time zoning campaign showed how machine decisioning is moving beyond pilot projects to material P\u0026L impact.\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"206f85c6695a\",\"_type\":\"block\",\"children\":[{\"_key\":\"dc86fa5147d9\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"A toast to growth, powered by partnership\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"3c2d962e0a03\",\"_type\":\"richImage\",\"alt\":\"a group of people standing in front of a screen that says grow with braze\",\"asset\":{\"_ref\":\"image-1ea9da99264b64e525915f5b808d355fb8a07b82-2400x1544-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"70c3c09bb118\",\"_type\":\"block\",\"children\":[{\"_key\":\"08bcffc90637\",\"_type\":\"span\",\"marks\":[],\"text\":\"As the afternoon segued into drinks (with thanks to sponsors AppsFlyer, Dynamic Yield, and commercetools), one sentiment echoed through the room: growth is no longer just about acquiring more users but about deepening value at every micro-moment. Grow with Braze Melbourne proved that Australian brands are not only ready for that challenge, they’re already writing the playbook.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a46085480f61\",\"_type\":\"block\",\"children\":[{\"_key\":\"dda46a83e4d8\",\"_type\":\"span\",\"marks\":[],\"text\":\"Whether you were inspired by a radio-to-martech love story or energized by the prospect of AI-optimized lifecycles, one thing is certain: the next-gen engagement frontier is being built right here, right now, and it’s never been a more exciting time to be in the craft.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"70479e787fc0\",\"_type\":\"block\",\"children\":[{\"_key\":\"e0005f6bf537\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Forward-Looking Statements\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"5fa73925e39b\",\"_type\":\"block\",\"children\":[{\"_key\":\"59f0641346b7\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"$37\"}],\"markDefs\":[],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/f53fa4f02f96ee801c022166d5062bcc70ea5869-1200x800.png\",\"publishedDate\":\"2025-05-29T10:10:25.750Z\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-5486700cd44e7d568c8e5619d6ad5bc46afc637d-1200x628-png\",\"_type\":\"reference\"}},\"pageDescription\":\"Learn key insights and takeaways from Grow with Braze Melbourne 2025\",\"pageTitle\":\"Key insights from Grow with Braze Melbourne 2025\",\"slug\":{\"_type\":\"slug\",\"current\":\"key-insights-from-grow-with-braze-melbourne-2025\"}},\"title\":\"Key insights from Grow with Braze Melbourne 2025\"},{\"_id\":\"93521f7b-6299-40ff-ba81-cc535f56fe89\",\"_type\":\"blogPost\",\"body\":[{\"_key\":\"efc3468f8235\",\"_type\":\"block\",\"children\":[{\"_key\":\"5e96631ed99a\",\"_type\":\"span\",\"marks\":[],\"text\":\"In Japan, hospitality is not merely a service; it is an art form, one that exists quietly in every corner of daily life. \"},{\"_key\":\"35f12ca03709\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Omotenashi\"},{\"_key\":\"707369813596\",\"_type\":\"span\",\"marks\":[],\"text\":\", often translated as \\\"hospitality,\\\" goes deeper than simply welcoming a guest. It is the quiet mastery of anticipating a need before it’s spoken, of delivering an experience with such care, craftsmanship, and intuition that the guest feels wholly seen, valued, and honored.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f46efa63ff16\",\"_type\":\"block\",\"children\":[{\"_key\":\"10573aea497c\",\"_type\":\"span\",\"marks\":[],\"text\":\"You find it in the perfectly portioned bento box and the subtle choreography of an omakase dinner. It’s an ethos that puts deep intentionality behind every touchpoint and it’s what brought \"},{\"_key\":\"567bf3822944\",\"_type\":\"span\",\"marks\":[\"fa299d31c173\",\"strong\"],\"text\":\"427° Innovation\"},{\"_key\":\"2b0475430ca3\",\"_type\":\"span\",\"marks\":[],\"text\":\" to Tokyo.\"}],\"markDefs\":[{\"_key\":\"fa299d31c173\",\"_type\":\"link\",\"href\":\"https://www.braze.com/427-innovation-lab\"}],\"style\":\"normal\"},{\"_key\":\"31fd5719bca5\",\"_type\":\"block\",\"children\":[{\"_key\":\"1da778c973f9\",\"_type\":\"span\",\"marks\":[],\"text\":\"Our Braze colleagues in Tokyo had our business cards printed in Japanese ahead of our arrival and taught us that \"},{\"_key\":\"0ba17c193660\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"meishi kōkan\"},{\"_key\":\"1094068fda3b\",\"_type\":\"span\",\"marks\":[],\"text\":\", the ceremonial exchange of business cards, is more than a formality. Each meeting began with a bow and the deliberate presentation of cards; a shared acknowledgment of identity and presence before any discussion of business or technology.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"642846773b30\",\"_type\":\"block\",\"children\":[{\"_key\":\"713080b40efe\",\"_type\":\"span\",\"marks\":[],\"text\":\"That same thoughtfulness carried through every customer conversation that followed. Instead of asking \"},{\"_key\":\"ceec79a4712c\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"“\"},{\"_key\":\"e8b7e08a5750\",\"_type\":\"span\",\"marks\":[],\"text\":\"What’s the ROI?” or “How does this increase lifetime revenue?”, it was “How does this build trust with my customer?” and “How does this make their life better?”. It’s a necessary reminder that in many parts of the world, data isn’t gathered to monetize a need, it’s gathered to anticipate it, to serve it, and to earn trust.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c80694f456ee\",\"_type\":\"block\",\"children\":[{\"_key\":\"29766a082ff0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Contrast this with the United States, where the marketing playbook can often feel like a hall of mirrors: Optimization within optimization. We’ve gotten very good at acquisition, but it's a costly revolving door. Customers arrive only to leave just as quickly, and as Harvard Business Review notes, acquiring them is \"},{\"_key\":\"a5bf126765ac\",\"_type\":\"span\",\"marks\":[\"bdffd8acfbbb\",\"strong\"],\"text\":\"5 to 25 times\"},{\"_key\":\"b218afe1059f\",\"_type\":\"span\",\"marks\":[],\"text\":\" more expensive than retention.\"}],\"markDefs\":[{\"_key\":\"bdffd8acfbbb\",\"_type\":\"link\",\"href\":\"https://hbr.org/2014/10/the-value-of-keeping-the-right-customers?page_id=13427\"}],\"style\":\"normal\"},{\"_key\":\"31eb9fefcb0f\",\"_type\":\"block\",\"children\":[{\"_key\":\"8347ba956e74\",\"_type\":\"span\",\"marks\":[],\"text\":\"In our race for short-term gains, we’ve lost the long-term art of loyalty. We’ve traded thoughtfulness for immediacy. Omotenashi reminds us that\"},{\"_key\":\"07b754a5201e\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\" \"},{\"_key\":\"b08bfe9e85d9\",\"_type\":\"span\",\"marks\":[],\"text\":\"true enduring loyalty isn’t bought with discounts. It’s earned with care.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bde1921e7210\",\"_type\":\"block\",\"children\":[{\"_key\":\"f2758ac9a2e6\",\"_type\":\"span\",\"marks\":[],\"text\":\"Braze: A platform built for Omotenashi\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"c1583db80e16\",\"_type\":\"block\",\"children\":[{\"_key\":\"829675ef02d9\",\"_type\":\"span\",\"marks\":[],\"text\":\"When I first joined Braze, it wasn’t just another engagement platform to me. I had spent 4.5 years working for a partner technology, integrating with every major messaging and CRM system in the market. I saw firsthand how many platforms prioritized business needs over customer needs.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"62fb4cda6c1d\",\"_type\":\"block\",\"children\":[{\"_key\":\"c8154c079655\",\"_type\":\"span\",\"marks\":[],\"text\":\"Braze was different. It placed the customer at the center. It enabled brands to anticipate needs, not just react to them. It made loyalty possible not through manipulation, but through relevance, value, and timing.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5e5eec3421cd\",\"_type\":\"block\",\"children\":[{\"_key\":\"7fd55c8021d0\",\"_type\":\"span\",\"marks\":[],\"text\":\"It’s no wonder Japan loves Braze: Braze was built for digital omotenashi. But digital Omotenashi doesn’t happen by accident. It requires more than good intentions, it demands infrastructure built for empathy at scale. Braze was architected for Digital Omotenashi around three core pillars:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4dfccf590b1e\",\"_type\":\"block\",\"children\":[{\"_key\":\"bc7b90e2bfe4\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Context: \"},{\"_key\":\"37dd077dbb63\",\"_type\":\"span\",\"marks\":[],\"text\":\"Flexible real-time data integration and a person-centric data model that allow you to listen to customer’s digital body language as it happens, not in batches, not hours later.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"043ad6962d64\",\"_type\":\"block\",\"children\":[{\"_key\":\"a9ee3929fe28\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Intelligence: \"},{\"_key\":\"b99a2d091d0d\",\"_type\":\"span\",\"marks\":[],\"text\":\"AI tools that are integrated through every layer and channel in the Braze stack empowering you to connect the omotenashi principle of anticipation directly to the power of AI\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"553d48c1177f\",\"_type\":\"block\",\"children\":[{\"_key\":\"5750edc0a101\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Interaction \"},{\"_key\":\"dece15920899\",\"_type\":\"span\",\"marks\":[],\"text\":\"Single native cross-channel platform built on real-time streaming architecture means that messaging, journeys, preferences, and reporting work in unison, not in silos. Braze is committed to continuous innovation with the latest emerging channels and messaging platforms\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9a8f85d49e6d\",\"_type\":\"block\",\"children\":[{\"_key\":\"ea6f3d8c67a3\",\"_type\":\"span\",\"marks\":[],\"text\":\"Without which omotenashi remains a philosophy. With them, it becomes practice. So what does that look like in action? To illustrate these three pillars, let's follow the journey of a fictional customer, Anna, a frequent traveler and self-proclaimed \\\"foodie.\\\" She has just booked a trip to Tokyo with a premium travel brand that uses Braze. For this brand, her journey isn't just a transaction—it's an opportunity to provide seamless, thoughtful care from the moment she lands. We'll see how context, intelligence, and interaction transform her experience.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1a8d1605f6e5\",\"_type\":\"richImage\",\"alt\":\"A group of seven people smiling and giving thumbs up while sitting around a table with a hot pot at a restaurant.\",\"asset\":{\"_ref\":\"image-b9803354324b14a82199d271531f60dadd2949bb-2400x1600-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"5aeca9c6e6e8\",\"_type\":\"block\",\"children\":[{\"_key\":\"2ab326e4794e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Part 1: The foundation (context)\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"99f578102a1f\",\"_type\":\"block\",\"children\":[{\"_key\":\"d263b64d2f77\",\"_type\":\"span\",\"marks\":[],\"text\":\"True \"},{\"_key\":\"7e011de9ca75\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"Omotenashi\"},{\"_key\":\"ffd361b8e4db\",\"_type\":\"span\",\"marks\":[],\"text\":\" begins with listening. It’s the art of understanding a guest's needs, spoken and unspoken, by observing their digital body language. This is \"},{\"_key\":\"1d03b1d04428\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"context\"},{\"_key\":\"f597ae55b657\",\"_type\":\"span\",\"marks\":[],\"text\":\". It requires a \"},{\"_key\":\"1b3539d07c59\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"flexible, real-time data platform\"},{\"_key\":\"364cfdd2de75\",\"_type\":\"span\",\"marks\":[],\"text\":\" that can unify app behavior, profile data, location, and third-party APIs not hours later, but in the exact moment of need.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a9c5e3ad36ce\",\"_type\":\"block\",\"children\":[{\"_key\":\"dc82686c7fc4\",\"_type\":\"span\",\"marks\":[],\"text\":\"The omotenashi moment: The reassuring arrival\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"3ad1e26bd107\",\"_type\":\"block\",\"children\":[{\"_key\":\"aa7cdacb748e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Anna’s flight has just landed in Tokyo. The single most pressing anxiety for any traveler is: \\\"Where is my bag?\\\"\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d330dd5018a8\",\"_type\":\"block\",\"children\":[{\"_key\":\"0099a57f25f5\",\"_type\":\"span\",\"marks\":[],\"text\":\"The moment she turns on her phone, a \"},{\"_key\":\"3fec1167f2e1\",\"_type\":\"span\",\"marks\":[\"ee5bbf628248\"],\"text\":\"geofence\"},{\"_key\":\"a21df8d0265b\",\"_type\":\"span\",\"marks\":[],\"text\":\" detects her arrival at Narita Airport and triggers a Canvas. Instead of a generic \\\"Welcome!\\\" push, a \"},{\"_key\":\"1a7d170e0d7d\",\"_type\":\"span\",\"marks\":[\"d884deacbde3\"],\"text\":\"Live Activity\"},{\"_key\":\"68c958f75810\",\"_type\":\"span\",\"marks\":[],\"text\":\" appears on her lock screen. This isn't just a message; it's a dynamic, helpful companion.\"}],\"markDefs\":[{\"_key\":\"ee5bbf628248\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/geofence\"},{\"_key\":\"d884deacbde3\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/launch-an-ios-live-activity-with-new-push-to-start-tokens\"}],\"style\":\"normal\"},{\"_key\":\"74e3dd957071\",\"_type\":\"block\",\"children\":[{\"_key\":\"ba5c92992633\",\"_type\":\"span\",\"marks\":[],\"text\":\"Fueled by Braze, the airline's app uses her \\\"Landed\\\" status to instantly call its internal baggage claim status API via \"},{\"_key\":\"b6d2afe85103\",\"_type\":\"span\",\"marks\":[\"0e7207000467\"],\"text\":\"Connected Content\"},{\"_key\":\"8abae60c36f6\",\"_type\":\"span\",\"marks\":[],\"text\":\". The Live Activity updates in real-time as she walks from the gate:\"}],\"markDefs\":[{\"_key\":\"0e7207000467\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/braze-connected-content\"}],\"style\":\"normal\"},{\"_key\":\"07d0ee3d8151\",\"_type\":\"block\",\"children\":[{\"_key\":\"73753e1c6309\",\"_type\":\"span\",\"marks\":[],\"text\":\"\\\"Your bag has been unloaded from the plane.\\\"\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c5190ba51a71\",\"_type\":\"block\",\"children\":[{\"_key\":\"6eb669bcb766\",\"_type\":\"span\",\"marks\":[],\"text\":\"\\\"Your bag is on its way to the carousel.\\\"\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"44bce4ede73b\",\"_type\":\"block\",\"children\":[{\"_key\":\"ab4445fe034f\",\"_type\":\"span\",\"marks\":[],\"text\":\"\\\"Your bag is now at Carousel 4.\\\"\"}],\"level\":1,\"listItem\":\"number\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3ff7e705990b\",\"_type\":\"block\",\"children\":[{\"_key\":\"ab3c7cef76c4\",\"_type\":\"span\",\"marks\":[],\"text\":\"This is context in practice. The brand understood her entire situation by unifying app, location, and API data. It transformed a moment of stress into one of reassurance, providing a genuine service. This deep, real-time understanding is the foundation upon which all thoughtful engagement is built.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6aaa6f5e8d11\",\"_type\":\"block\",\"children\":[{\"_key\":\"18f0697b8f0d\",\"_type\":\"span\",\"marks\":[],\"text\":\"Part 2: The insight (intelligence)\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"3ebe8d023d1f\",\"_type\":\"block\",\"children\":[{\"_key\":\"3e9219320fe1\",\"_type\":\"span\",\"marks\":[],\"text\":\"Anna's baggage claim experience solved her immediate anxiety. She felt cared for because the brand understood her context. But true \"},{\"_key\":\"01717c1ee65b\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"omotenashi\"},{\"_key\":\"b7a707c72ccd\",\"_type\":\"span\",\"marks\":[],\"text\":\" doesn't just solve problems, it anticipates desires. This is the second pillar: \"},{\"_key\":\"d07b9862fa8c\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Intelligence\"},{\"_key\":\"0d7254f85eae\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1df29bcacf03\",\"_type\":\"block\",\"children\":[{\"_key\":\"ce92f8703b64\",\"_type\":\"span\",\"marks\":[],\"text\":\"Intelligence is the \\\"what's next?\\\" It’s the art of moving from \\\"what is happening?\\\" to \\\"what would make this moment perfect?\\\" This requires an empathetic brain that can interpret data and make creative, thoughtful decisions at scale.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8ce9ec8d11d7\",\"_type\":\"block\",\"children\":[{\"_key\":\"184448ea56e1\",\"_type\":\"span\",\"marks\":[],\"text\":\"The omotenashi moment: The perfect welcome\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"0985b6650aa2\",\"_type\":\"block\",\"children\":[{\"_key\":\"eebca92e71b7\",\"_type\":\"span\",\"marks\":[],\"text\":\"Anna is in her taxi, heading to the hotel. Her bag-tracking Live Activity has just ended. The brand has a critical opportunity to welcome her, but a generic \\\"Welcome!\\\" message is just noise. It \"},{\"_key\":\"9c3a267d3fe0\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"could\"},{\"_key\":\"3383bc72e332\",\"_type\":\"span\",\"marks\":[],\"text\":\" offer her a spa discount, a room service credit, or a restaurant deal.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4bc86bf85765\",\"_type\":\"block\",\"children\":[{\"_key\":\"cefabe6029a3\",\"_type\":\"span\",\"marks\":[],\"text\":\"This is a job for the \"},{\"_key\":\"8f30d00d7538\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"BrazeAI Decisioning Studio™\"},{\"_key\":\"618a60344a44\",\"_type\":\"span\",\"marks\":[],\"text\":\". It acts as the intelligent decision-maker, weighing potential offers against the business goal of \\\"maximizing guest engagement.\\\"\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d870efc0eb3a\",\"_type\":\"block\",\"children\":[{\"_key\":\"481a7c587018\",\"_type\":\"span\",\"marks\":[],\"text\":\"BrazeAI Decisioning Studio analyzes Anna's unique first-party data to build a holistic view of her interests and understands her passions for unique culinary experiences. Decisioning agents also recognize she has \\\"Gold Tier\\\" status and know she is arriving late afternoon and will likely want a nice dinner after a long day of travel. 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Thirty minutes after her phone's geofence registers her at the hotel, \"},{\"_key\":\"eb931273a261\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"just\"},{\"_key\":\"01b82cb75a04\",\"_type\":\"span\",\"marks\":[],\"text\":\" as she's settling into her room and starting to think about dinner, a message arrives via \"},{\"_key\":\"1cc8c86fbb34\",\"_type\":\"span\",\"marks\":[\"f6b22ac94329\"],\"text\":\"WhatsApp\"},{\"_key\":\"f8c460d91629\",\"_type\":\"span\",\"marks\":[],\"text\":\":\"}],\"markDefs\":[{\"_key\":\"f6b22ac94329\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/whatsapp-marketing\"}],\"style\":\"normal\"},{\"_key\":\"f3dcb47a8838\",\"_type\":\"block\",\"children\":[{\"_key\":\"52e926ac8903\",\"_type\":\"span\",\"marks\":[],\"text\":\"\\\"Welcome to Tokyo, Anna. To help you explore the local food scene, here are three exclusive cashback offers for top-rated restaurants near your hotel. 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It’s where a brand proves it has used context and intelligence to not only craft a perfect moment, but to also show up with empathy when things go wrong.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"dde41012355f\",\"_type\":\"block\",\"children\":[{\"_key\":\"d7c775f50cfb\",\"_type\":\"span\",\"marks\":[],\"text\":\"The omotenashi moment: The real-time recovery\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"f056ad6bf1ba\",\"_type\":\"block\",\"children\":[{\"_key\":\"e87621d443f2\",\"_type\":\"span\",\"marks\":[],\"text\":\"Following the brand's recommendation, Anna goes to one of the \\\"top-rated\\\" restaurants. But the experience is a disaster. The service is slow, and the food is a disappointment.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a468440cad5b\",\"_type\":\"block\",\"children\":[{\"_key\":\"9aa03c7627e4\",\"_type\":\"span\",\"marks\":[],\"text\":\"She's frustrated. 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But here, it triggers an intelligent Canvas built for real-time interaction.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b94e544cdf14\",\"_type\":\"block\",\"children\":[{\"_key\":\"642a00427ccc\",\"_type\":\"span\",\"marks\":[],\"text\":\"Step 1: The AI agent assesses sentiment\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"897eac3d66b1\",\"_type\":\"block\",\"children\":[{\"_key\":\"288d3c720bb1\",\"_type\":\"span\",\"marks\":[],\"text\":\"First, her free-form text message is instantly routed to the \"},{\"_key\":\"2d49e7b8e380\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"BrazeAI Agent Console™\"},{\"_key\":\"dcf297c5067d\",\"_type\":\"span\",\"marks\":[],\"text\":\". It's not looking for keywords—it's assessing \"},{\"_key\":\"6b8a69292851\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"intent and emotion\"},{\"_key\":\"a03818f25760\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ec5285cf0af8\",\"_type\":\"block\",\"children\":[{\"_key\":\"c292d9a25aa4\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Agent Instructions:\"},{\"_key\":\"b0325648bf4d\",\"_type\":\"span\",\"marks\":[],\"text\":\" \\\"You are a customer service specialist. Analyze this feedback. Identify the core problem, the emotional sentiment, and the urgency.\\\"\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d63de41231b8\",\"_type\":\"block\",\"children\":[{\"_key\":\"483b9e24344b\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Agent Output (JSON):\"},{\"_key\":\"ef6ccc100cd3\",\"_type\":\"span\",\"marks\":[],\"text\":\" In milliseconds, the agent provides its analysis:JSON:\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"247137cab8b5\",\"_type\":\"block\",\"children\":[{\"_key\":\"c8f11c5865de\",\"_type\":\"span\",\"marks\":[],\"text\":\"{\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"60e5073befd2\",\"_type\":\"block\",\"children\":[{\"_key\":\"08c795efaefa\",\"_type\":\"span\",\"marks\":[],\"text\":\"\\\"problem_category\\\": \\\"partner_experience\\\",\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"042632e70475\",\"_type\":\"block\",\"children\":[{\"_key\":\"cfca37689c20\",\"_type\":\"span\",\"marks\":[],\"text\":\"\\\"sentiment\\\": \\\"angry\\\",\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c596fd959544\",\"_type\":\"block\",\"children\":[{\"_key\":\"244537d5d6d2\",\"_type\":\"span\",\"marks\":[],\"text\":\"\\\"urgency\\\": \\\"high\\\"\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3856a597cdab\",\"_type\":\"block\",\"children\":[{\"_key\":\"481673d88abe\",\"_type\":\"span\",\"marks\":[],\"text\":\"}\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"0061d7e0567b\",\"_type\":\"block\",\"children\":[{\"_key\":\"a80d73bbc688\",\"_type\":\"span\",\"marks\":[],\"text\":\"Step 2: The Canvas routes intelligently\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"a144f865d495\",\"_type\":\"block\",\"children\":[{\"_key\":\"bd318d119719\",\"_type\":\"span\",\"marks\":[],\"text\":\"The Canvas immediately uses this JSON output. Because the sentiment is \\\"angry\\\" and urgency is \\\"high,\\\" it \"},{\"_key\":\"8b736f352068\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"skips\"},{\"_key\":\"da7d24281ca7\",\"_type\":\"span\",\"marks\":[],\"text\":\" the standard FAQ bot and initiates an immediate human handoff.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"96773ca443ca\",\"_type\":\"block\",\"children\":[{\"_key\":\"4496d909624d\",\"_type\":\"span\",\"marks\":[],\"text\":\"Step 3: The seamless handoff\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"e62974cee2a3\",\"_type\":\"block\",\"children\":[{\"_key\":\"3b7546fb9ab8\",\"_type\":\"span\",\"marks\":[],\"text\":\"The system does two things simultaneously:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a589fecfcf4f\",\"_type\":\"block\",\"children\":[{\"_key\":\"2aacb57e5890\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"To Anna:\"},{\"_key\":\"97befbef14b9\",\"_type\":\"span\",\"marks\":[],\"text\":\" An automated reply is sent to her WhatsApp to reassure her: \\\"Anna, we are so sorry. This is not the experience we want for you. We are escalating this to a human agent \"},{\"_key\":\"5507a89dd859\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"right now\"},{\"_key\":\"564448f34646\",\"_type\":\"span\",\"marks\":[],\"text\":\".\\\"\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2e6713e936f9\",\"_type\":\"block\",\"children\":[{\"_key\":\"a34558ffddd9\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"To the team:\"},{\"_key\":\"f8b86f932635\",\"_type\":\"span\",\"marks\":[],\"text\":\" It creates a high-priority ticket in Zendesk, automatically attaching Anna's full profile, her loyalty status, the AI sentiment analysis, and the entire chat history.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1ba0b2eed3a3\",\"_type\":\"block\",\"children\":[{\"_key\":\"1bfc34c4db88\",\"_type\":\"span\",\"marks\":[],\"text\":\"Step 4: The Human Touch\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"1857ff9555ba\",\"_type\":\"block\",\"children\":[{\"_key\":\"7ef42acb3871\",\"_type\":\"span\",\"marks\":[],\"text\":\"Less than 60 seconds later, a human agent (who has the \"},{\"_key\":\"895a5c7180a6\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"full context\"},{\"_key\":\"4001ae2cb399\",\"_type\":\"span\",\"marks\":[],\"text\":\") replies directly via Zendesk, which routes seamlessly back into Anna's WhatsApp chat:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3cf99b5a85ab\",\"_type\":\"block\",\"children\":[{\"_key\":\"57a96c82a137\",\"_type\":\"span\",\"marks\":[],\"text\":\"\\\"Hi Anna, this is Ken from the travel team. I am so sorry about your experience. That is completely unacceptable, and we are removing that restaurant from our recommendations. We've just added a $50 travel credit to your account for the frustration. Your feedback is invaluable, and we will not let this happen again.\\\"\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c099c5d03e25\",\"_type\":\"block\",\"children\":[{\"_key\":\"a7ffbf6045e2\",\"_type\":\"span\",\"marks\":[],\"text\":\"This is true interaction. It combined the \"},{\"_key\":\"57f2d392d583\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"AI Agent's\"},{\"_key\":\"19de69e0f12f\",\"_type\":\"span\",\"marks\":[],\"text\":\" emotional intelligence with a seamless bot-to-human workflow. Anna was in control, her problem was solved in her chosen channel, and she never had to re-explain herself. The brand turned a moment of failure into a demonstration of ultimate care.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"af1278ecd6ff\",\"_type\":\"block\",\"children\":[{\"_key\":\"f5cdff4f8178\",\"_type\":\"span\",\"marks\":[],\"text\":\"Conclusion: A thoughtful future\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"d20df774b76a\",\"_type\":\"block\",\"children\":[{\"_key\":\"374371ab3847\",\"_type\":\"span\",\"marks\":[],\"text\":\"As the marketing world continues its arms race for more data, faster conversions, and tighter optimizations, we have an opportunity, maybe even a responsibility, to choose a different path.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"77b9bb5938cf\",\"_type\":\"block\",\"children\":[{\"_key\":\"86fa6731c833\",\"_type\":\"span\",\"marks\":[],\"text\":\"One rooted in thoughtfulness.One that sees customers not as KPIs, but as honored guests.One that wins not just the transaction, but the trust.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"df3abfcfecd9\",\"_type\":\"block\",\"children\":[{\"_key\":\"8bcbc049b48f\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Omotenashi is the future of enduring business.And Braze is how we can build it.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a817224bfb91\",\"_type\":\"block\",\"children\":[{\"_key\":\"a46a213e473d\",\"_type\":\"span\",\"marks\":[],\"text\":\"From Tokyo, with thoughtfulness.\"}],\"markDefs\":[],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/18fd57e9c6f555654c67a9f0bf4aabfb9fec7df0-3840x2160.png\",\"publishedDate\":\"2025-12-04T18:46:22.735Z\",\"seo\":{\"includeInLlmsTxt\":false,\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-0971f0281ef4d4ea7532bc098645ce207d0d161f-2400x1256-png\",\"_type\":\"reference\"}},\"pageTitle\":\"Designing digital omotenashi with Braze\",\"slug\":{\"_type\":\"slug\",\"current\":\"digital-omotenashi\"}},\"title\":\"Designing digital omotenashi with Braze\"},{\"_id\":\"a324ea30-eef1-48e6-929b-7f8a57088439\",\"_type\":\"blogPost\",\"body\":[{\"_key\":\"63cd2c43de29\",\"_type\":\"block\",\"children\":[{\"_key\":\"5106dcd8d68e\",\"_type\":\"span\",\"marks\":[],\"text\":\"A customer retention strategy is where long-term growth lives. It turns a single purchase into an ongoing relationship, and a loyal user into an advocate. While acquisition still matters, building a sustainable business means investing in strategies that help customers stay active, engaged, and connected to your brand.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3a14aed1fc22\",\"_type\":\"block\",\"children\":[{\"_key\":\"ade1068ca8d5\",\"_type\":\"span\",\"marks\":[],\"text\":\"In this guide, we’ll explore what customer retention really means, how to build a strategy around it, and the metrics that matter. You’ll also find 13 proven marketing strategies for improving retention, and real-world examples of how brands are making it happen.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"04ca8aa7c21f\",\"_type\":\"block\",\"children\":[{\"_key\":\"69e4a587421f\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Contents\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"93fcbabfcdd7\",\"_type\":\"block\",\"children\":[{\"_key\":\"dbfa812fdc95\",\"_type\":\"span\",\"marks\":[\"731cb14cf15c\"],\"text\":\"What is customer retention, and why does it matter?\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"731cb14cf15c\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/customer-retention-strategies#why\"}],\"style\":\"normal\"},{\"_key\":\"c9170733549a\",\"_type\":\"block\",\"children\":[{\"_key\":\"20d3bac53505\",\"_type\":\"span\",\"marks\":[\"3ee87ac9d566\"],\"text\":\"What is a customer retention strategy?\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"3ee87ac9d566\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/customer-retention-strategies#what\"}],\"style\":\"normal\"},{\"_key\":\"5b1379232569\",\"_type\":\"block\",\"children\":[{\"_key\":\"b8b09bb137ce\",\"_type\":\"span\",\"marks\":[\"3ced5cb74d1a\"],\"text\":\"Key metrics that drive a successful customer retention program\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"3ced5cb74d1a\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/customer-retention-strategies#metrics\"}],\"style\":\"normal\"},{\"_key\":\"d3dcc1a5a5ec\",\"_type\":\"block\",\"children\":[{\"_key\":\"c88ff2b81b07\",\"_type\":\"span\",\"marks\":[\"344fc5d0671f\"],\"text\":\"11 customer and client retention strategies\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"344fc5d0671f\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/customer-retention-strategies#strategies\"}],\"style\":\"normal\"},{\"_key\":\"6f9eb19f0242\",\"_type\":\"block\",\"children\":[{\"_key\":\"fc34c6ff2c18\",\"_type\":\"span\",\"marks\":[\"6f5a75cf9a0c\"],\"text\":\"Customer retention marketing strategies that actually work\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"6f5a75cf9a0c\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/customer-retention-strategies#success\"}],\"style\":\"normal\"},{\"_key\":\"808b2cf4fb00\",\"_type\":\"block\",\"children\":[{\"_key\":\"2c977481753d\",\"_type\":\"span\",\"marks\":[\"bc4edcfe09ae\"],\"text\":\"Final thoughts\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"bc4edcfe09ae\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/customer-retention-strategies#conclusion\"}],\"style\":\"normal\"},{\"_key\":\"6f2968b79fd0\",\"_type\":\"block\",\"children\":[{\"_key\":\"edf24081706a\",\"_type\":\"span\",\"marks\":[\"06c14f44e71f\"],\"text\":\"Customer retention strategy FAQs\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"06c14f44e71f\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/customer-retention-strategies#faqs\"}],\"style\":\"normal\"},{\"_key\":\"c1060d788755\",\"_type\":\"anchor\",\"anchorId\":\"why\"},{\"_key\":\"c930eb40cc71\",\"_type\":\"block\",\"children\":[{\"_key\":\"78fd21a1a40b\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"What is customer retention, and why does it matter?\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"7fa10188492a\",\"_type\":\"block\",\"children\":[{\"_key\":\"7879a0c83794\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer retention is all about keeping your customers coming back and consistently meeting their needs. It's not just about a single campaign or touchpoint; rather, it's the result of ongoing, relevant engagement over time. When customers remain loyal, they tend to engage more deeply, make more purchases, and even recommend your brand to their friends.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d8156a2a5eb5\",\"_type\":\"block\",\"children\":[{\"_key\":\"e88051f87efb\",\"_type\":\"span\",\"marks\":[],\"text\":\"For marketers and customer relationship management (CRM) teams who might be under pressure to drive growth and stretch budgets, customer retention strategies can offer an effective and efficient way forward. They make your customer acquisition cost (CAC) work harder, can improve lifetime value (LTV), and give you more opportunities to deepen relationships across owned channels.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e344b32e886f\",\"_type\":\"block\",\"children\":[{\"_key\":\"409a11c93f2d\",\"_type\":\"span\",\"marks\":[],\"text\":\"And there’s proof it works: A \"},{\"_key\":\"eb2327e1976e\",\"_type\":\"span\",\"marks\":[\"0c9c84bd0d34\"],\"text\":\"5% lift in retention can translate into a 25%–95 % increase in profit.\"}],\"markDefs\":[{\"_key\":\"0c9c84bd0d34\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/building-long-term-customer-loyalty\"}],\"style\":\"normal\"},{\"_key\":\"24f8c0718ab8\",\"_type\":\"anchor\",\"anchorId\":\"what\"},{\"_key\":\"877187b75a5d\",\"_type\":\"block\",\"children\":[{\"_key\":\"b5695b35f5b6\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"What is a customer retention strategy?\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"ae5989806415\",\"_type\":\"block\",\"children\":[{\"_key\":\"ad61452c3651\",\"_type\":\"span\",\"marks\":[],\"text\":\"If \"},{\"_key\":\"5c147938df25\",\"_type\":\"span\",\"marks\":[\"6517e586873f\"],\"text\":\"customer retention\"},{\"_key\":\"12dc6f26b140\",\"_type\":\"span\",\"marks\":[],\"text\":\" is the outcome, your strategy is the plan that drives it. It’s the deliberate set of actions, campaigns, and messages you design to keep customers engaged over time.\"}],\"markDefs\":[{\"_key\":\"6517e586873f\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/complete-guide-to-retention-marketing\"}],\"style\":\"normal\"},{\"_key\":\"01369adf6597\",\"_type\":\"block\",\"children\":[{\"_key\":\"0c0a90b4b256\",\"_type\":\"span\",\"marks\":[],\"text\":\"Rather than relying on isolated tactics, a good customer retention strategy bridges the gap between channels and touchpoints, like using customer data, journey insights, and \"},{\"_key\":\"c88ba443da57\",\"_type\":\"span\",\"marks\":[\"3e9f645aebf6\"],\"text\":\"real-time personalization to shape experiences\"},{\"_key\":\"396ec3b990c4\",\"_type\":\"span\",\"marks\":[],\"text\":\" that resonate with audiences and keep them coming back.\"}],\"markDefs\":[{\"_key\":\"3e9f645aebf6\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/real-time-personalization\"}],\"style\":\"normal\"},{\"_key\":\"c378a93d21ad\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"f4420e5f0bb1\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Download now\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"https://www.braze.com/resources/reports-and-guides/2024-retention-guide\"}}],\"body\":[{\"_key\":\"5bd99bbd14e4_deduped_1\",\"_type\":\"block\",\"children\":[{\"_key\":\"7e943831a83d\",\"_type\":\"span\",\"marks\":[],\"text\":\"Check out this exclusive Braze playbook to uncover:\"}],\"markDefs\":[],\"style\":\"normal\"}],\"heading\":\"Retention by Design: Your Anti-Churn Playbook\"},{\"_key\":\"5017bb1adcf4\",\"_type\":\"anchor\",\"anchorId\":\"metrics\"},{\"_key\":\"1cac463f33e1\",\"_type\":\"block\",\"children\":[{\"_key\":\"0ab64ba6c3e6\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Key metrics that drive a successful customer retention program\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"0ac2336df07b\",\"_type\":\"block\",\"children\":[{\"_key\":\"6f4259212f30\",\"_type\":\"span\",\"marks\":[],\"text\":\"A strong customer retention program is driven by data, specifically, the kind that tells you who’s sticking around, who’s slipping away, and what’s actually making a difference along the journey.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2b388be73ee3\",\"_type\":\"block\",\"children\":[{\"_key\":\"68b162fa77f6\",\"_type\":\"span\",\"marks\":[],\"text\":\"Tracking the right metrics helps \"},{\"_key\":\"2da1ab484504\",\"_type\":\"span\",\"marks\":[\"5ac430a0ee2f\"],\"text\":\"lifecycle marketing\"},{\"_key\":\"845a997f14e4\",\"_type\":\"span\",\"marks\":[],\"text\":\" and CRM teams spot patterns, measure impact, and improve customer retention efforts over time. Here are the key ones to know:\"}],\"markDefs\":[{\"_key\":\"5ac430a0ee2f\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/growth-marketers-and-lifecycle-marketing\"}],\"style\":\"normal\"},{\"_key\":\"184afd7de31b\",\"_type\":\"block\",\"children\":[{\"_key\":\"9c8dff0675a5\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"How to calculate your customer retention rate (CRR)\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"4627f9b04d83\",\"_type\":\"block\",\"children\":[{\"_key\":\"c16a7a1333bf\",\"_type\":\"span\",\"marks\":[],\"text\":\"Your customer retention rate (CRR) shows the percentage of customers who continue to do business with you over a set period. It’s a snapshot of how well your brand is holding attention and delivering ongoing value. Here’s how to \"},{\"_key\":\"1a4bbff49c94\",\"_type\":\"span\",\"marks\":[\"733b4ea852d7\"],\"text\":\"calculate your retention rate\"},{\"_key\":\"fe3f8da525fa\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"733b4ea852d7\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/calculate-retention-rate\"}],\"style\":\"normal\"},{\"_key\":\"f7df8b8d357d\",\"_type\":\"block\",\"children\":[{\"_key\":\"81a25a3ddff4\",\"_type\":\"span\",\"marks\":[],\"text\":\"The formula: \"},{\"_key\":\"e833ce2fdbbb\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"CRR = ((E – N) / S) x 100\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"436f20525a28\",\"_type\":\"block\",\"children\":[{\"_key\":\"0369e4eb18b4\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"E\"},{\"_key\":\"1a6e9e11fbdb\",\"_type\":\"span\",\"marks\":[],\"text\":\" = Number of customers at the end of the period\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6e06c6a0f346\",\"_type\":\"block\",\"children\":[{\"_key\":\"7d542e9a88e5\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"N\"},{\"_key\":\"f5c95f76f26b\",\"_type\":\"span\",\"marks\":[],\"text\":\" = New customers acquired during the period\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"58d58516ff61\",\"_type\":\"block\",\"children\":[{\"_key\":\"4553734cdf79\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"S\"},{\"_key\":\"d4193a607977\",\"_type\":\"span\",\"marks\":[],\"text\":\" = Customers at the start of the period\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b1e0846da449\",\"_type\":\"block\",\"children\":[{\"_key\":\"245c94b40b83\",\"_type\":\"span\",\"marks\":[],\"text\":\"This metric is the opposite of your customer churn rate, and gives you a quick pulse on retention, but it works best when paired with behavioral data and campaign analytics.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1354d0ba8f57\",\"_type\":\"block\",\"children\":[{\"_key\":\"a26fbf5da2f9\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Other key metrics to watch\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"32ede3b3bd05\",\"_type\":\"block\",\"children\":[{\"_key\":\"5c9b9ad3ba98\",\"_type\":\"span\",\"marks\":[\"6bdb0983a9bc\",\"strong\"],\"text\":\"Churn rate\"},{\"_key\":\"9c506d7fc343\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\":\"},{\"_key\":\"afd2f6da9d2c\",\"_type\":\"span\",\"marks\":[],\"text\":\" The flip side of CRR. A high churn rate means something’s not clicking, and it’s worth digging into where the drop-off is happening. Pro tip: Use tools like \"},{\"_key\":\"2eccf508f725\",\"_type\":\"span\",\"marks\":[\"cd1591d76c06\"],\"text\":\"Predictive Churn\"},{\"_key\":\"d6565bbfde10\",\"_type\":\"span\",\"marks\":[],\"text\":\" to stop churn before it happens.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"6bdb0983a9bc\",\"_type\":\"link\",\"href\":\"https://www.braze.com/solutions/reduce-churn\"},{\"_key\":\"cd1591d76c06\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/braze-predictive-churn\"}],\"style\":\"normal\"},{\"_key\":\"ca413884f19c\",\"_type\":\"block\",\"children\":[{\"_key\":\"9c3e333689d1\",\"_type\":\"span\",\"marks\":[\"e386b9d0680e\",\"strong\"],\"text\":\"Customer lifetime value\"},{\"_key\":\"77d737931b6a\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\" (LTV):\"},{\"_key\":\"529682376d39\",\"_type\":\"span\",\"marks\":[],\"text\":\" Tracks the total revenue a customer is expected to bring over time. Higher LTV often correlates with higher retention.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"e386b9d0680e\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/customer-lifetime-value-metrics\"}],\"style\":\"normal\"},{\"_key\":\"278bed2f3641\",\"_type\":\"block\",\"children\":[{\"_key\":\"9ebd90c9c2c5\",\"_type\":\"span\",\"marks\":[\"7e5f95ad83a7\",\"strong\"],\"text\":\"Repeat purchase rate\"},{\"_key\":\"b4eb8c5dbe80\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\":\"},{\"_key\":\"90251d4df281\",\"_type\":\"span\",\"marks\":[],\"text\":\" Especially useful for eCommerce—how often are customers coming back to buy again?\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"7e5f95ad83a7\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/retention-what-it-is-how-to-measure-it-and-smart-ways-to-boost-it\"}],\"style\":\"normal\"},{\"_key\":\"96ef6d0ff20e\",\"_type\":\"block\",\"children\":[{\"_key\":\"a597181fee93\",\"_type\":\"span\",\"marks\":[\"cb861927aba9\",\"strong\"],\"text\":\"Product or content engagement\"},{\"_key\":\"24e03a6a343e\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\":\"},{\"_key\":\"08ccb63ee40e\",\"_type\":\"span\",\"marks\":[],\"text\":\" Opens, clicks, session time, and feature usage offer real-time indicators of customer interest and intent.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"cb861927aba9\",\"_type\":\"link\",\"href\":\"https://www.braze.com/solutions/increase-engagement\"}],\"style\":\"normal\"},{\"_key\":\"86784d7264ca\",\"_type\":\"block\",\"children\":[{\"_key\":\"6b68113dbc42\",\"_type\":\"span\",\"marks\":[\"2b4b9cc03680\",\"strong\"],\"text\":\"Net promoter scores (NPS) and customer satisfaction scores (CSAT)\"},{\"_key\":\"6ffaaeb79053\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\":\"},{\"_key\":\"d00fbf826feb\",\"_type\":\"span\",\"marks\":[],\"text\":\" Direct feedback is a powerful supplement to behavioral data, especially when tied to messaging moments or key lifecycle stages.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"2b4b9cc03680\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/building-long-term-customer-loyalty\"}],\"style\":\"normal\"},{\"_key\":\"9d23528b1868\",\"_type\":\"anchor\",\"anchorId\":\"strategies\"},{\"_key\":\"adc86d22285a\",\"_type\":\"block\",\"children\":[{\"_key\":\"deb42fd358e5\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"11 Customer and client retention strategies\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"ae6fcfdf511f\",\"_type\":\"block\",\"children\":[{\"_key\":\"61c178028eea\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer and client retention is built through relevant, timely, and consistent engagement. That means going beyond one-off discounts or loyalty points, and really understanding what matters to your customers. You can then respond in ways that reflect their behavior, preferences, and stage in their journey.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3fb72b354ee8\",\"_type\":\"block\",\"children\":[{\"_key\":\"ca327b9c9886\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"1. Personalize messaging across the full customer journey\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"76d40e65be04\",\"_type\":\"block\",\"children\":[{\"_key\":\"014ed6999065\",\"_type\":\"span\",\"marks\":[],\"text\":\"Effective personalization adapts to context. Marketers can use \"},{\"_key\":\"fe4958ca31d2\",\"_type\":\"span\",\"marks\":[\"601da2d47360\"],\"text\":\"Liquid logic\"},{\"_key\":\"85e8a960c5c2\",\"_type\":\"span\",\"marks\":[],\"text\":\" and dynamic personalization tools to serve messages that reflect a customer’s behavior, location, or interests. That might mean tailoring an onboarding email based on app activity, or adjusting product recommendations depending on what someone browsed but didn’t buy..\"}],\"markDefs\":[{\"_key\":\"601da2d47360\",\"_type\":\"link\",\"href\":\"https://www.braze.com/docs/user_guide/personalization_and_dynamic_content/liquid/conditional_logic\"}],\"style\":\"normal\"},{\"_key\":\"08d5941f7c62\",\"_type\":\"block\",\"children\":[{\"_key\":\"6f51150ed0d5\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"2. Use lifecycle-triggered campaigns to encourage repeat engagement\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"1c5755e8a835\",\"_type\":\"block\",\"children\":[{\"_key\":\"c27f4e15e46a\",\"_type\":\"span\",\"marks\":[],\"text\":\"Automated journeys help create rhythm and familiarity. With \"},{\"_key\":\"7f904fc33c4b\",\"_type\":\"span\",\"marks\":[\"d427dda269b9\"],\"text\":\"journey orchestration tools\"},{\"_key\":\"5e82e617f3f0\",\"_type\":\"span\",\"marks\":[],\"text\":\", teams can build multi-step flows based on key lifecycle moments—from welcoming new users to reactivating quiet ones.\"}],\"markDefs\":[{\"_key\":\"d427dda269b9\",\"_type\":\"link\",\"href\":\"https://www.braze.com/product/journey-orchestration\"}],\"style\":\"normal\"},{\"_key\":\"296c3577d096\",\"_type\":\"block\",\"children\":[{\"_key\":\"67d55fd21b0a\",\"_type\":\"span\",\"marks\":[],\"text\":\"These campaigns should be able to adapt to user actions in real time, helping guide customers from first conversion to long-term usage with relevant, supportive touchpoints.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f1e6e033bf3d\",\"_type\":\"block\",\"children\":[{\"_key\":\"31012827c72a\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"3. Strengthen loyalty with targeted rewards and recognition\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"d395e176773a\",\"_type\":\"block\",\"children\":[{\"_key\":\"6d797d723d94\",\"_type\":\"span\",\"marks\":[],\"text\":\"Loyalty doesn’t always need points cards and spend-related prizes. Sometimes, a timely reward or thank-you message goes further.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1fbee42159d5\",\"_type\":\"block\",\"children\":[{\"_key\":\"0bf2f1c745ac\",\"_type\":\"span\",\"marks\":[],\"text\":\"You can spotlight high-value customers or those at risk of churning and deliver experiences that make them feel recognized. That could be a bonus offer, early access to a new feature, or an exclusive invite based on engagement patterns.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2520a7edad84\",\"_type\":\"block\",\"children\":[{\"_key\":\"d13a0e5aacd9\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"4. Predict churn, and act before it happens\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"f2ed4fae194f\",\"_type\":\"block\",\"children\":[{\"_key\":\"b0a57dccdb8f\",\"_type\":\"span\",\"marks\":[],\"text\":\"Waiting for customers to leave is too late. With \"},{\"_key\":\"0192b54c809e\",\"_type\":\"span\",\"marks\":[\"d509d28eeaf5\"],\"text\":\"Braze Predictive Churn\"},{\"_key\":\"d5f1dda460c2\",\"_type\":\"span\",\"marks\":[],\"text\":\", you can spot signs of disengagement early and tailor your outreach accordingly.\"}],\"markDefs\":[{\"_key\":\"d509d28eeaf5\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/churn-prediction\"}],\"style\":\"normal\"},{\"_key\":\"1232e24a24a2\",\"_type\":\"block\",\"children\":[{\"_key\":\"588f2e55db20\",\"_type\":\"span\",\"marks\":[],\"text\":\"That might mean sending a re-engagement offer to users whose app usage is dipping or offering live support to a customer who hasn’t opened your last few emails. These proactive nudges help reduce churn without relying on guesswork.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"13c0379777ba\",\"_type\":\"block\",\"children\":[{\"_key\":\"80fff2960608\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"5. Use in-app and mobile messaging to guide the experience\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"8b9636b376a4\",\"_type\":\"block\",\"children\":[{\"_key\":\"2d8cae93d9a4\",\"_type\":\"span\",\"marks\":[],\"text\":\"Mobile retention depends on timely, relevant communication, especially when users are active in your app. From feature walkthroughs and useful reminders to promo codes or goal progress, push and in-app messages can support customers in the moment and keep them moving forward.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e8db300e60a7\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"cbd43b6664fe\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Download now\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"https://www.braze.com/resources/reports-and-guides/push-notifications\"}}],\"body\":[{\"_key\":\"b64dd9779339\",\"_type\":\"block\",\"children\":[{\"_key\":\"a6a9b84d668f\",\"_type\":\"span\",\"marks\":[],\"text\":\"Get the guide today to uncover what’s holding marketers back from using push better.\"}],\"markDefs\":[],\"style\":\"normal\"}],\"heading\":\"Are your push notifications stuck in the past?\"},{\"_key\":\"23f6f458a1a0\",\"_type\":\"block\",\"children\":[{\"_key\":\"fba2b3695978\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"6. Reinforce value with educational content\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"683362aa3c01\",\"_type\":\"block\",\"children\":[{\"_key\":\"1a3300febbd7\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customers are more likely to stick around when they understand how to get the most out of what you offer. Educational messaging—delivered through email, in-app, or \"},{\"_key\":\"4e8bff4e6ef3\",\"_type\":\"span\",\"marks\":[\"bf055bd5037f\"],\"text\":\"SMS\"},{\"_key\":\"b087f731454c\",\"_type\":\"span\",\"marks\":[],\"text\":\"—can reinforce value and reduce confusion.\"}],\"markDefs\":[{\"_key\":\"bf055bd5037f\",\"_type\":\"link\",\"href\":\"https://www.braze.com/docs/user_guide/message_building_by_channel/sms\"}],\"style\":\"normal\"},{\"_key\":\"c415768c857c\",\"_type\":\"block\",\"children\":[{\"_key\":\"409b212162d4\",\"_type\":\"span\",\"marks\":[],\"text\":\"Build sequences that onboard new users, teach advanced features, or surface FAQs at the right time. For brands with more complex products or services, this kind of guidance often translates directly into better retention.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"469a2d23ce7a\",\"_type\":\"block\",\"children\":[{\"_key\":\"52c85309c6c2\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"7. Build feedback loops into your lifecycle campaigns\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"5c306474b434\",\"_type\":\"block\",\"children\":[{\"_key\":\"349564be9f2a\",\"_type\":\"span\",\"marks\":[],\"text\":\"Retention improves when customers feel heard. Embedding feedback prompts into your customer journey helps surface issues early and spot opportunities for improvement.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"dddd4bf5bba3\",\"_type\":\"block\",\"children\":[{\"_key\":\"836f02254e44\",\"_type\":\"span\",\"marks\":[],\"text\":\"Using surveys, you can trigger feedback collection after specific milestones, like a first purchase, subscription renewal, or support interaction, and then act on the results. That might mean launching a follow-up campaign, adjusting messaging, or simply closing the loop with a thank you.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5854c97436d3\",\"_type\":\"block\",\"children\":[{\"_key\":\"31e967909cc7\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"8. Time your messages around real-world behavior\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"c516d2340ad4\",\"_type\":\"block\",\"children\":[{\"_key\":\"d3dac8d0f3f7\",\"_type\":\"span\",\"marks\":[],\"text\":\"The timing of a message can matter as much as its content. With features like \"},{\"_key\":\"90359e0a32c6\",\"_type\":\"span\",\"marks\":[\"3296dcf77633\"],\"text\":\"Intelligent Timing\"},{\"_key\":\"4d71c040b6f1\",\"_type\":\"span\",\"marks\":[],\"text\":\", marketers can automatically send messages when each customer is most likely to engage.\"}],\"markDefs\":[{\"_key\":\"3296dcf77633\",\"_type\":\"link\",\"href\":\"https://www.braze.com/docs/user_guide/brazeai/intelligence/intelligent_timing\"}],\"style\":\"normal\"},{\"_key\":\"4c59b80752ce\",\"_type\":\"block\",\"children\":[{\"_key\":\"8b2b8724fb70\",\"_type\":\"span\",\"marks\":[],\"text\":\"From abandoned cart reminders to re-order prompts, sending messages when they’re most welcome helps build retention through consistency and trust, not pressure.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8a1c859845ad\",\"_type\":\"block\",\"children\":[{\"_key\":\"e44e997b0fdc\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"9. 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Recognize milestones and meaningful moments\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"51a254cc90cf\",\"_type\":\"block\",\"children\":[{\"_key\":\"84b78aa49a5d\",\"_type\":\"span\",\"marks\":[],\"text\":\"Celebrating a customer’s first purchase, anniversary, or even a weekly login streak can be a small but powerful gesture. 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