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After decades on the platform, they wanted to focus on helping marketers leverage more modern technology to power true marketing innovation. Years later, we've assembled a team with deep experience across Salesforce, Iterable, Responsys, Adobe, Cheetah, and more — but we intentionally focus on helping marketers use Braze because we're truly excited about what we can help marketers do with the platform, and we know it's the best tool for the job."/><meta name="robots" content="index, follow"/><link rel="canonical" href="https://www.braze.com/partners/solutions-partners/stitch"/><link rel="alternate" hrefLang="en-us" href="https://www.braze.com/partners/solutions-partners/stitch"/><link rel="alternate" hrefLang="x-default" href="https://www.braze.com/partners/solutions-partners/stitch"/><meta property="og:title" content="Stitch"/><meta property="og:description" content="Stitch was founded in the fall of 2022 by two former Salesforce consultants. 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always-on AI agents</span></div></a></li><li><a class="nav-item flex gap-3" href="/product/reporting-analytics"><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="presentation-chart-01"><use href="/icons/sprites.svg#presentation-chart-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">Reporting & Analytics</span><span class="text-sm font-normal text-gray-600">Analyze performance & uncover insights</span></div></a></li></ul></div></div></div><div class="nav-dropdown__right-section relative py-8 xl:pl-8 xl:w-3/5 before:bg-gray-50 before:absolute before:z-0 before:top-0 before:w-screen before:h-full before:left-1/2 before:-translate-x-1/2 xl:before:left-0 xl:before:transform-none"><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">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 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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" 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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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text-md">Bonfire Customer Community</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="https://learning.braze.com/"><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="presentation-chart-01"><use href="/icons/sprites.svg#presentation-chart-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">Braze Learning</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/customer-champions"><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="award-04"><use href="/icons/sprites.svg#award-04"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Customer Champion</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="https://learning.braze.com/page/certification"><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="award-03"><use href="/icons/sprites.svg#award-03"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Certification</span></div></a></li><li><a class="nav-item flex gap-3 items-center" href="/resources/articles/glossary"><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="search-refraction"><use href="/icons/sprites.svg#search-refraction"></use></svg></div><div class="flex flex-col gap-1"><span class="flex flex-wrap gap-x-3 items-center font-semibold text-md">Glossary</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 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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 hover:text-gray-700 active:text-gray-600 disabled:text-gray-300" aria-controls="nav-dropdown-Company"><svg width="20" height="20" role="img" aria-label="arrow-left" class="w-5 h-5" aria-hidden="true"><use href="/icons/sprites.svg#arrow-left"></use></svg>Back</button></div><div class="xl:flex gap-8"><div class="nav-dropdown__left-section w-full py-8"><div class="nav-list-container flex flex-col xl:flex-row gap-8"><div class="nav-list relative z-10 grow flex flex-col gap-4"><ul class="flex flex-col gap-y-4 sm:grid sm:grid-cols-2 gap-x-4 xl:gap-x-8 md:grid-cols-3"><li><a class="nav-item flex gap-3" href="/company"><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">About Us</span><span class="text-sm font-normal text-gray-600">Learn how Braze became the leading customer engagement platform</span></div></a></li><li><a class="nav-item flex gap-3" href="https://investors.braze.com/"><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="switch-horizontal-01"><use href="/icons/sprites.svg#switch-horizontal-01"></use></svg></div><div class="flex flex-col 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href="/company/contact"><svg width="16" height="16" role="img" aria-label="mail-02" class="w-5 h-5" aria-hidden="true"><use href="/icons/sprites.svg#mail-02"></use></svg>Contact Us</a></div></div></li></ul><a aria-label="Search" class="xl:w-auto font-semibold text-md ja:text-xs hover:text-primary-600 py-6 xl:py-[10px] flex self-center items-center justify-center w-auto h-auto text-gray-600 px-4" href="/search"><svg width="16" height="16" role="img" aria-label="search-sm" aria-hidden="true"><use href="/icons/sprites.svg#search-sm"></use></svg></a><div id="language-switcher" class="relative flex items-center justify-center xl:mr-6 py-6 xl:py-0"><button type="button" class="flex items-center justify-center rounded-[6px] text-sm font-bold cursor-pointer h-[28px] w-[56px] bg-gray-200 px-[6px] py-1 text-gray-600 [&>svg:last-child]:ml-1 [&>svg:last-child]:rotate-0 [&>svg:last-child]:transition-all" aria-expanded="false" aria-haspopup="true" aria-label="Language Switcher"><svg width="18" 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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 stitch" 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/stitch">Stitch</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":"Stitch","item":"https://www.braze.com/partners/solutions-partners/stitch"}]}</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="Stitch" 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%2Fc846c450449fb761cb51885d9e905c6612cf9af2-521x152.svg&w=256&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fc846c450449fb761cb51885d9e905c6612cf9af2-521x152.svg&w=384&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fc846c450449fb761cb51885d9e905c6612cf9af2-521x152.svg&w=384&q=75"/></div><div class="flex flex-col items-start gap-8"><h2 class="max-w-screen-md text-start">Stitch</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><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=EMEA">EMEA</a></div></div></div><div class="flex w-full flex-col gap-3 sm:w-fit md:flex-row"><a href="https://www.stitch.cx/" 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 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/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fed138f8fe6ab55f472d17d3adbe3a56ae64fe87c-1920x1080.png&w=1200&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fed138f8fe6ab55f472d17d3adbe3a56ae64fe87c-1920x1080.png&w=1200&q=75"/></div><div class="flex w-full grow flex-col gap-8 px-5 py-6 sm:px-6 sm:py-8"><div class="flex w-full flex-row flex-wrap items-center gap-4"><span class="w-fit rounded-3xl border border-gray-300 bg-white px-3 py-1 text-sm font-bold capitalize text-gray-700 hover:border-primary-300 hover:text-primary-700">Blog</span><span class="text-sm font-bold text-gray-500">13<!-- --> min read</span></div><h4 class="text-display-xs font-bold">Personalization in Retail: Strategies, Examples, and AI-Driven Wins</h4><span class="text-sm font-bold text-gray-500">November 10, 2025</span></div></div></a></div></div><div data-index="7" tabindex="-1" class="slick-slide slick-cloned" aria-hidden="true" style="width:7.6923076923076925%"><div><a class="flex px-4 text-gray-900 hover:text-primary-700 h-full w-full" aria-label="Elevated Shopping Journeys Will Be Essential for Retail in 2025: Lessons from Black Friday/Cyber Monday" href="/resources/articles/bfcm-retail-lessons"><div class="relative flex size-full flex-col overflow-hidden rounded-xl bg-white shadow-xl"><div class="h-[216px] w-full overflow-hidden rounded-xl bg-gradient-card"><img alt="Elevated Shopping Journeys Will Be Essential for Retail in 2025: Lessons from Black Friday/Cyber Monday" loading="lazy" width="600" height="400" decoding="async" data-nimg="1" class="size-full rounded-xl object-contain" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fd5d96f58dab5fca46ccb05308424ad325c75754b-1200x800.png&w=640&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fd5d96f58dab5fca46ccb05308424ad325c75754b-1200x800.png&w=1200&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fd5d96f58dab5fca46ccb05308424ad325c75754b-1200x800.png&w=1200&q=75"/></div><div class="flex w-full grow flex-col gap-8 px-5 py-6 sm:px-6 sm:py-8"><div class="flex w-full flex-row flex-wrap items-center gap-4"><span class="w-fit rounded-3xl border border-gray-300 bg-white px-3 py-1 text-sm font-bold capitalize text-gray-700 hover:border-primary-300 hover:text-primary-700">Blog</span><span class="text-sm font-bold text-gray-500">11<!-- --> min read</span></div><h4 class="text-display-xs font-bold">Elevated Shopping Journeys Will Be Essential for Retail in 2025: Lessons from Black Friday/Cyber Monday</h4><span class="text-sm font-bold text-gray-500">December 12, 2024</span></div></div></a></div></div><div data-index="8" tabindex="-1" class="slick-slide slick-cloned" aria-hidden="true" style="width:7.6923076923076925%"><div><a class="flex px-4 text-gray-900 hover:text-primary-700 h-full w-full" aria-label="Creativity unleashed: How customer engagement platforms redefine innovation" href="/resources/articles/creativity-unleashed-how-customer-engagement-platforms-redefine-innovation"><div class="relative flex size-full flex-col overflow-hidden rounded-xl bg-white shadow-xl"><div class="h-[216px] w-full overflow-hidden rounded-xl bg-gradient-card"><img alt="Creativity unleashed: How customer engagement platforms redefine innovation" loading="lazy" width="600" height="400" decoding="async" data-nimg="1" class="size-full rounded-xl object-contain" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F60ce3000cfaf7ea502474f4b2ecfef94d7a41ab8-3840x2160.png&w=640&q=75 1x, 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aria-hidden="true" style="width:7.6923076923076925%"><div><a class="flex px-4 text-gray-900 hover:text-primary-700 h-full w-full" aria-label="e.l.f. Drives Business Growth With the Power of Braze" href="/customers/elf-case-study"><div class="relative flex size-full flex-col overflow-hidden rounded-xl bg-white shadow-xl"><div class="h-[216px] w-full overflow-hidden rounded-xl bg-gradient-card"><img alt="e.l.f. Drives Business Growth With the Power of Braze" loading="lazy" width="600" height="400" decoding="async" data-nimg="1" class="size-full rounded-xl object-contain" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F03a1902197d8e9ebacef823c398006c57c3cde45-2560x1600.png&w=640&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F03a1902197d8e9ebacef823c398006c57c3cde45-2560x1600.png&w=1200&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F03a1902197d8e9ebacef823c398006c57c3cde45-2560x1600.png&w=1200&q=75"/></div><div class="flex w-full grow flex-col gap-8 px-5 py-6 sm:px-6 sm:py-8"><div class="flex w-full flex-row flex-wrap items-center gap-4"><span class="w-fit rounded-3xl border border-gray-300 bg-white px-3 py-1 text-sm font-bold capitalize text-gray-700 hover:border-primary-300 hover:text-primary-700">Case Study</span><span class="text-sm font-bold text-gray-500">7<!-- --> min read</span></div><h4 class="text-display-xs font-bold">e.l.f. Drives Business Growth With the Power of Braze</h4><span class="text-sm font-bold text-gray-500">March 14, 2025</span></div></div></a></div></div></div></div><ul style="display:block" class="slick-dots"><li class="slick-active"><button>1</button></li><li class=""><button>2</button></li><li class=""><button>3</button></li><li class=""><button>4</button></li><li class=""><button>5</button></li></ul></div></div></div></div><section class="supergraphic-4 relative overflow-hidden contain-layout"><div class=""><div class="w-full px-4 py-16 md:px-14 md:py-20"><div class="container flex flex-col justify-between gap-8 md:flex-row"><div class="flex flex-col gap-6"><img alt="logo" loading="lazy" width="144" height="45" decoding="async" data-nimg="1" style="color:transparent" srcSet="/_next/image?url=%2Fimages%2Fdummy-images%2Flogo1.png&w=256&q=75 1x, /_next/image?url=%2Fimages%2Fdummy-images%2Flogo1.png&w=384&q=75 2x" src="/_next/image?url=%2Fimages%2Fdummy-images%2Flogo1.png&w=384&q=75"/><h1 class="text-black text-display-xs md:text-display-lg">Shape the future of customer engagement with us</h1></div><div class="flex flex-col gap-[10px]"><div class="flex flex-row gap-2"><svg width="20" height="20" role="img" aria-label="check" class="text-primary-800"><use href="/icons/sprites.svg#check"></use></svg><span class="w-full">Differentiate your product and service offerings</span></div><div class="flex flex-row gap-2"><svg width="20" height="20" role="img" aria-label="check" class="text-primary-800"><use href="/icons/sprites.svg#check"></use></svg><span class="w-full">Join a global community of innovators</span></div><div class="flex flex-row gap-2"><svg width="20" height="20" role="img" aria-label="check" class="text-primary-800"><use href="/icons/sprites.svg#check"></use></svg><span class="w-full">Tap into training, certification, marketing, and sales program support</span></div></div></div></div><div class="container flex grid-cols-2 flex-col px-4 gap-8 pb-24 md:flex-row"><div class="container flex w-full flex-col justify-between gap-8"><h4>Join our open technology ecosystem</h4><p>Our platform is designed for flexible, easy integration so you can build solutions that solve customer challenges and accelerate business growth.</p><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-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 h-[44px]" href="/partners/become-a-braze-technology-partner">Become a Technology Partner</a></div><div class="container flex w-full flex-col justify-between gap-8"><h4>Join our global services network</h4><p>Agencies, consultants, and systems integrators build robust service offerings with Braze.</p><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-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 h-[44px]" href="/partners/become-a-braze-solutions-partner">Become a Delivery Partner</a></div></div></div></section><section class="bg-blurPurple blur-purple-animation relative overflow-hidden contain-layout pt-10 sm:pt-16 pb-10 sm:pb-16 custom-background"><div class=""><div class="flex w-full flex-col items-center py-16 lg:py-24"><div class="container flex flex-col gap-12 items-center"><div class="flex max-w-[768px] flex-col items-center gap-5 text-center"><h2 id="its-time-to-be-a-better-marketer" class="mb-0 text-white text-display-sm sm:text-display-md md:text-display-lg lg:text-display-xl xl:text-display-2xl font-extrabold"><span class="block"><span class="">It's time to be a better marketer</span></span></h2></div><div class="flex w-full flex-col justify-center gap-8 md:flex-row lg:flex-row items-center"><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-5 py-3 text-md 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]" href="/get-started">Get Started</a><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-5 py-3 text-md bg-transparent text-white border border-transparent hover:bg-[#ffffff1a] active:bg-[#ffffff1a] active:border-[#FFF] disabled:bg-transparent disabled:text-[#98A2B3]" href="/product">See How Braze Works</a></div></div></div></div></section><!--/$--></main><footer class="bg-gradient-to-b from-transparent to-rgba"><div class="container flex flex-col items-start gap-10 px-8 py-24 md:px-24"><div class="flex flex-col items-start gap-6"><div class="text-[24px] font-extrabold leading-[110%] tracking-[-0.96px] text-gray-900 sm:text-[48px]"><p>Braze.<br/>Be Absolutely<br/>Engaging.™</p></div><div class="flex flex-row items-end gap-6"><a href="https://www.instagram.com/braze/"><img alt="Discord" loading="lazy" width="24" height="24" decoding="async" data-nimg="1" class="object-contain" style="color:transparent" srcSet="/_next/image?url=%2F_next%2Fstatic%2Fmedia%2Fdiscord.4e4f26ff.svg&w=32&q=75 1x, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2Fdiscord.4e4f26ff.svg&w=48&q=75 2x" src="/_next/image?url=%2F_next%2Fstatic%2Fmedia%2Fdiscord.4e4f26ff.svg&w=48&q=75"/></a><a href="https://twitter.com/braze"><img alt="Twitter" loading="lazy" width="24" height="24" decoding="async" data-nimg="1" 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">Overview</div></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="Why Braze" href="/value-of-braze">Why Braze</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="Braze Platform Overview" href="/product/overview">Braze Platform Overview</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="How Braze Works" href="/product">How Braze Works</a></div><div class="flex flex-col"><div class="text-sm font-bold text-gray-900 mt-6">Product</div></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="Braze Data Platform" href="/product/data-activation">Braze Data Platform</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="BrazeAI™" href="/product/brazeai">BrazeAI™</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="BrazeAI Decisioning Studio™" href="/product/brazeai-decisioning-studio">BrazeAI Decisioning Studio™</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="BrazeAI™ Agents" href="/product/ai-agents">BrazeAI™ Agents</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="Cross-Channel Messaging" href="/product/cross-channel-messaging">Cross-Channel Messaging</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="Journey Orchestration" href="/product/journey-orchestration">Journey Orchestration</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="Reporting" href="/product/reporting-analytics">Reporting</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="Email" href="/product/email">Email</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="Mobile App Messaging" href="/product/mobile-app-messaging">Mobile App Messaging</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="Web Messaging" href="/product/web-messaging">Web Messaging</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="SMS/RCS" href="/product/sms">SMS/RCS</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="WhatsApp" href="/product/whatsapp">WhatsApp</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="Media Audience Sync" href="/product/audience-sync">Media Audience Sync</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="LINE" href="/product/line">LINE</a></div><div class="flex flex-col"><div class="mt-6 w-full border-t border-gray-300"></div></div><div class="flex flex-col"><div class="flex flex-row items-start gap-6 pt-10"><img alt="AIPCA | SOC" loading="lazy" width="56" height="56" decoding="async" data-nimg="1" class="object-contain" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F6b9c0ae7f2c8420ce151b1f56bb7db2967e1445a-224x221.png&w=64&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F6b9c0ae7f2c8420ce151b1f56bb7db2967e1445a-224x221.png&w=128&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F6b9c0ae7f2c8420ce151b1f56bb7db2967e1445a-224x221.png&w=128&q=75"/><img alt="ISO 27001" loading="lazy" width="56" height="56" decoding="async" data-nimg="1" class="object-contain" style="color:transparent" srcSet="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fa3a554852950907fc9e19a4364fb05b54d03e4c4-216x220.png&w=64&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fa3a554852950907fc9e19a4364fb05b54d03e4c4-216x220.png&w=128&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2Fa3a554852950907fc9e19a4364fb05b54d03e4c4-216x220.png&w=128&q=75"/></div></div></div><div class="flex flex-col gap-4 sm:w-1/3"><div class="flex flex-col"><div class="text-sm font-bold text-gray-900 ">Solutions</div></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="Retail & eCommerce" href="/solutions/retail-and-ecommerce">Retail & eCommerce</a></div><div class="flex flex-col"><a class="text-sm text-gray-900 hover:text-primary-100" aria-label="Financial Services" href="/solutions/financial-services">Financial Services</a></div><div class="flex 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Taco Bell's partnership with Stitch exemplifies how automation can revolutionize operational efficiency—-some seriously smart work!\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4e0a5ba16727\",\"_type\":\"block\",\"children\":[{\"_key\":\"97a1583d698b\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"Congratulations to all of our 2025 nominees and winners, and thank you to everyone who attended this year’s Forge.\"}],\"markDefs\":[],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/e75f223094a90701c649f5b54d15ec3412159073-3840x2160.png\",\"publishedDate\":\"2025-09-30T02:11:20.525Z\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-c7c23804151ea11b98c64bfdc5978e870b857a26-2400x1256-png\",\"_type\":\"reference\"}},\"pageDescription\":\"The annual Braze Torchie Awards recognize extraordinary efforts in marketing by leaders in customer engagement. 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But many brands still deliver generic messaging that frustrates shoppers and misses opportunities.\"}],\"markDefs\":[{\"_key\":\"690980b087c0\",\"_type\":\"link\",\"href\":\"https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying\"}],\"style\":\"normal\"},{\"_key\":\"ae7b15829865\",\"_type\":\"block\",\"children\":[{\"_key\":\"a26eb639d1be\",\"_type\":\"span\",\"marks\":[],\"text\":\"As marketers move from basic segmentation to 1:1 journeys across multiple channels, retailers must seamlessly blend physical and digital touchpoints.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3b6806108026\",\"_type\":\"block\",\"children\":[{\"_key\":\"4c27ff81891a\",\"_type\":\"span\",\"marks\":[],\"text\":\"In-store experiences also carry an intimacy that’s hard to replicate online, making customers feel seen and valued in the moment. With AI-driven personalization, that complexity becomes an opportunity—”phygital” journeys that adapt in real time and scale across every channel.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5b3dc371c3e8\",\"_type\":\"block\",\"children\":[{\"_key\":\"bb7a99d02a91\",\"_type\":\"span\",\"marks\":[],\"text\":\"This guide explores the strategies that work, real examples of retail personalization in action, and how retailers are combining data and machine learning to build loyalty, boost retention, and drive measurable return.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"32bf72682646\",\"_type\":\"block\",\"children\":[{\"_key\":\"91192929cbfd\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Contents\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"849761b9e387\",\"_type\":\"block\",\"children\":[{\"_key\":\"214cd408583e\",\"_type\":\"span\",\"marks\":[\"c9e8f6b8e709\"],\"text\":\"What is retail 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Rather than treating every shopper the same, retailers tailor product recommendations, offers, and messages to reflect a customer’s interests, purchase history, and real-time context.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d7150616d824\",\"_type\":\"block\",\"children\":[{\"_key\":\"b2a2dd3b7eac\",\"_type\":\"span\",\"marks\":[],\"text\":\"A personalized experience could be a loyalty discount applied automatically at checkout, a replenishment reminder that arrives just before a product runs out, or an app notification that adapts to the weather in a shopper’s location. Each of these moments shows customers that the brand understands their needs.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2a61482a8995\",\"_type\":\"block\",\"children\":[{\"_key\":\"15014263ccf0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Retail personalization extends across physical and digital environments. In store, a sales associate might use loyalty insights to make tailored suggestions, while digital channels like email, SMS, or push notifications continue the conversation beyond the store. 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When rewards, promotions, and communications reflect individual behavior, customers are more inclined to stay active in programs and maintain their relationship with the brand. Predictive personalization helps here too, highlighting early signs of churn and enabling timely outreach that keeps customers engaged.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c37a1bcb5dd4\",\"_type\":\"block\",\"children\":[{\"_key\":\"56a923cca518\",\"_type\":\"span\",\"marks\":[],\"text\":\"There are efficiency gains as well. Rather than discounting broadly, retailers can focus incentives only on customers who are likely to need them, protecting margin while still driving incremental sales. In a competitive market where acquisition costs are rising, that precision is a strategic advantage. 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The following examples highlight practical ways retailers are applying personalization to lift conversion, increase loyalty, and create connected journeys that make customers feel recognized.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bc5a771fda81\",\"_type\":\"block\",\"children\":[{\"_key\":\"ef437eec47d4\",\"_type\":\"span\",\"marks\":[],\"text\":\"1. Welcome offers for new shoppers\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"b2e01fed810e\",\"_type\":\"block\",\"children\":[{\"_key\":\"f4edb18d3d75\",\"_type\":\"span\",\"marks\":[],\"text\":\"When a customer signs up online or in store, a personalized welcome email or app message with an introductory discount can accelerate their first purchase. Pairing this with relevant \"},{\"_key\":\"b5e67fb981bd\",\"_type\":\"span\",\"marks\":[\"abb50356adc7\"],\"text\":\"product recommendations\"},{\"_key\":\"293b1c6d9ebe\",\"_type\":\"span\",\"marks\":[],\"text\":\" helps new customers discover items that match their interests from the start.\"}],\"markDefs\":[{\"_key\":\"abb50356adc7\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/a-complete-guide-to-personalization-engines\"}],\"style\":\"normal\"},{\"_key\":\"672a74e4d310\",\"_type\":\"block\",\"children\":[{\"_key\":\"2ad19210a384\",\"_type\":\"span\",\"marks\":[],\"text\":\"2. Abandoned cart recovery with product recommendations\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"c8080c686f13\",\"_type\":\"block\",\"children\":[{\"_key\":\"ec664af0c588\",\"_type\":\"span\",\"marks\":[\"8aa8c37446a2\"],\"text\":\"Cart recovery campaigns\"},{\"_key\":\"fbd0d001885e\",\"_type\":\"span\",\"marks\":[],\"text\":\" remain one of the highest-performing personalization tactics. Retailers can combine reminders with dynamic offers or tailored product suggestions to nudge customers back to checkout, increasing conversion lift without broad discounting.\"}],\"markDefs\":[{\"_key\":\"8aa8c37446a2\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/abandoned-cart-email\"}],\"style\":\"normal\"},{\"_key\":\"d7edb49eec35\",\"_type\":\"block\",\"children\":[{\"_key\":\"3a68d47ca007\",\"_type\":\"span\",\"marks\":[],\"text\":\"3. Hyper-personalized product recommendations\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"fa514531bffe\",\"_type\":\"block\",\"children\":[{\"_key\":\"ebab1d4ad6dc\",\"_type\":\"span\",\"marks\":[\"a2ca217da550\"],\"text\":\"AI recommendations\"},{\"_key\":\"d30a7ea8ae5b\",\"_type\":\"span\",\"marks\":[],\"text\":\" can suggest products based on browsing history, past purchases, or even location-specific trends. This level of personalization helps increase average order value and repeat purchase rate by making each shopping journey feel individually curated.\"}],\"markDefs\":[{\"_key\":\"a2ca217da550\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/ai-marketing-strategy\"}],\"style\":\"normal\"},{\"_key\":\"6f933dbdaecc\",\"_type\":\"block\",\"children\":[{\"_key\":\"48cf123676d8\",\"_type\":\"span\",\"marks\":[],\"text\":\"4. Dynamic promotions based on loyalty tier\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"ef3c90fffd49\",\"_type\":\"block\",\"children\":[{\"_key\":\"68873a877093\",\"_type\":\"span\",\"marks\":[],\"text\":\"Rather than sending the same discount to everyone, retailers can adjust offers depending on a shopper’s loyalty status. High-value customers might receive exclusive perks, while occasional buyers see incentives designed to encourage frequency.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2d426d952773\",\"_type\":\"block\",\"children\":[{\"_key\":\"8cf901ed89c7\",\"_type\":\"span\",\"marks\":[],\"text\":\"5. In-store and digital loyalty integration\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"05d3283864a3\",\"_type\":\"block\",\"children\":[{\"_key\":\"27bc05115965\",\"_type\":\"span\",\"marks\":[\"977f097e86a8\"],\"text\":\"Phygital experiences\"},{\"_key\":\"f974f2b1032e\",\"_type\":\"span\",\"marks\":[],\"text\":\" (that’s in-store + digital integration), is where loyalty programs truly come to life. A shopper can redeem points earned online at the point of sale, or receive a push notification reminding them of rewards as they enter a store. Connecting loyalty data across environments makes the program feel seamless.\"}],\"markDefs\":[{\"_key\":\"977f097e86a8\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/connecting-physical-and-digital-retail-experiences\"}],\"style\":\"normal\"},{\"_key\":\"4e832ec2acd4\",\"_type\":\"block\",\"children\":[{\"_key\":\"b6e468a8e2b9\",\"_type\":\"span\",\"marks\":[],\"text\":\"6. Seasonal and event-based personalization\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"3cf85e5774ce\",\"_type\":\"block\",\"children\":[{\"_key\":\"3b647e014ec1\",\"_type\":\"span\",\"marks\":[],\"text\":\"Campaigns tied to birthdays, holidays, or local events create a timely reason to engage. Personal touches—such as a birthday \"},{\"_key\":\"22f83d377bc3\",\"_type\":\"span\",\"marks\":[\"ed7a33bfae13\"],\"text\":\"discount delivered by SMS\"},{\"_key\":\"049c4bdb028d\",\"_type\":\"span\",\"marks\":[],\"text\":\" or a location-based push for a regional event—strengthen customer relationships.\"}],\"markDefs\":[{\"_key\":\"ed7a33bfae13\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/whats-promotional-messaging\"}],\"style\":\"normal\"},{\"_key\":\"cadeaa64e67c\",\"_type\":\"block\",\"children\":[{\"_key\":\"4850244e63ad\",\"_type\":\"span\",\"marks\":[],\"text\":\"7. Predictive churn prevention with proactive nudges\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"4feff1898cba\",\"_type\":\"block\",\"children\":[{\"_key\":\"06453edd41ec\",\"_type\":\"span\",\"marks\":[],\"text\":\"By analyzing signals like declining purchase frequency or reduced app engagement, retailers can predict when a customer is likely to lapse. A timely message, incentive, or recommendation helps \"},{\"_key\":\"53bb79723b09\",\"_type\":\"span\",\"marks\":[\"b33583aef7c3\"],\"text\":\"prevent churn\"},{\"_key\":\"bc787329bfee\",\"_type\":\"span\",\"marks\":[],\"text\":\" and extend customer lifetime value.\"}],\"markDefs\":[{\"_key\":\"b33583aef7c3\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/churn-prevention\"}],\"style\":\"normal\"},{\"_key\":\"4322f7298e55\",\"_type\":\"block\",\"children\":[{\"_key\":\"26becd7c5762\",\"_type\":\"span\",\"marks\":[],\"text\":\"8. Post-purchase personalization\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"55b7b9f7afdf\",\"_type\":\"block\",\"children\":[{\"_key\":\"b0d25777f901\",\"_type\":\"span\",\"marks\":[],\"text\":\"The journey doesn’t end at checkout. Retailers can use follow-up emails or app notifications to cross-sell complementary products, remind customers to replenish, or invite them to leave a review. These interactions sustain engagement and encourage repeat purchases. Retailers can also use personalization at checkout, such as showing tailored upsell suggestions or loyalty rewards, to add value at the point of purchase.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2abd0ef466c0\",\"_type\":\"anchor\",\"anchorId\":\"strategies\"},{\"_key\":\"6d9877f2e1f0\",\"_type\":\"block\",\"children\":[{\"_key\":\"87ceaccf405e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Retail personalization strategies that work\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"661449fc18f2\",\"_type\":\"block\",\"children\":[{\"_key\":\"d1c54266f54e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Effective personalization in the retail industry combines customer data, predictive analytics, and cross-channel orchestration. These strategies help brands engage shoppers in ways that are consistent, scalable, and meaningful.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"703639c896d6\",\"_type\":\"block\",\"children\":[{\"_key\":\"3cf2d41f4e24\",\"_type\":\"span\",\"marks\":[],\"text\":\"Segmentation with predictive intelligence\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"2023445639d7\",\"_type\":\"block\",\"children\":[{\"_key\":\"af6d45a0f74f\",\"_type\":\"span\",\"marks\":[\"d5f035ba5d99\"],\"text\":\"Customer segmentation\"},{\"_key\":\"9154023db329\",\"_type\":\"span\",\"marks\":[],\"text\":\" has moved past broad demographic groups. Today, retailers use behavioral data, purchase history, and predictive models to anticipate customer needs. This approach supports more accurate product recommendations, promotions, and communications that adapt in real time.\"}],\"markDefs\":[{\"_key\":\"d5f035ba5d99\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/rfm-segmentation\"}],\"style\":\"normal\"},{\"_key\":\"7892df88ab7d\",\"_type\":\"block\",\"children\":[{\"_key\":\"1349f6f93a5b\",\"_type\":\"span\",\"marks\":[],\"text\":\"Omnichannel coordination\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"6b658587eeeb\",\"_type\":\"block\",\"children\":[{\"_key\":\"83a898da3e1a\",\"_type\":\"span\",\"marks\":[\"e57a3cc758c2\"],\"text\":\"Omnichannel retail\"},{\"_key\":\"a4e4c78786ff\",\"_type\":\"span\",\"marks\":[],\"text\":\" depends on creating consistency across email, SMS, apps, websites, and physical stores. Coordinating those touchpoints allows customers to move fluidly between digital and in-person interactions.\"}],\"markDefs\":[{\"_key\":\"e57a3cc758c2\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/what-does-omni-channel-marketing-mean-to-customers\"}],\"style\":\"normal\"},{\"_key\":\"dff6c436f10d\",\"_type\":\"block\",\"children\":[{\"_key\":\"eb920ce7f4de\",\"_type\":\"span\",\"marks\":[],\"text\":\"Hyper-personalization and batch campaigns\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"7bcd78aca653\",\"_type\":\"block\",\"children\":[{\"_key\":\"496d8e602fbb\",\"_type\":\"span\",\"marks\":[],\"text\":\"There is still space for large-scale campaigns, such as seasonal announcements. But personalization at the individual level—driven by AI—can adjust content, timing, and offers for each shopper. Retailers that combine these approaches keep communications flexible while still speaking to customer needs.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"61a07ccf7e44\",\"_type\":\"anchor\",\"anchorId\":\"ai\"},{\"_key\":\"8466ccf23f58\",\"_type\":\"block\",\"children\":[{\"_key\":\"b2dc32984a82\",\"_type\":\"span\",\"marks\":[],\"text\":\"The role of AI in retail personalization\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"f65b6b5565ae\",\"_type\":\"block\",\"children\":[{\"_key\":\"c61e0b01057b\",\"_type\":\"span\",\"marks\":[],\"text\":\"AI has reshaped how retailers approach personalization. Instead of static campaigns that respond only after a customer acts, brands can now anticipate needs, deliver messages at the right moment, and adapt journeys dynamically.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b5c34a9c62f4\",\"_type\":\"block\",\"children\":[{\"_key\":\"d9d11034d6df\",\"_type\":\"span\",\"marks\":[],\"text\":\"These capabilities transform personalization into a continuous, data-driven process. Retail AI tools make it possible to connect these capabilities, analyzing massive amounts of data to support everything from real-time triggers to reinforcement learning.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ad34257df71c\",\"_type\":\"block\",\"children\":[{\"_key\":\"a681bb10f07b\",\"_type\":\"span\",\"marks\":[],\"text\":\"Real-time triggers and predictive send-time\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"0299b6eab933\",\"_type\":\"block\",\"children\":[{\"_key\":\"df5a0027b76c\",\"_type\":\"span\",\"marks\":[],\"text\":\"AI makes it possible to respond to customer behavior in the moment—whether that’s a push notification triggered when someone enters a store or an email timed for the exact window a shopper is most likely to open it. Predictive send-time optimization learns from past engagement patterns, making sure each message lands when attention is highest.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ba8ff4afb936\",\"_type\":\"block\",\"children\":[{\"_key\":\"46c419b9f942\",\"_type\":\"span\",\"marks\":[],\"text\":\"Hyper-personalization at the individual level\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"135784411eb2\",\"_type\":\"block\",\"children\":[{\"_key\":\"6e54bfff84db\",\"_type\":\"span\",\"marks\":[],\"text\":\"Behavioral targeting plays a central role in hyper-personalization. AI can tailor every interaction—from recommendations and offers to creative and timing—based on how each customer browses, shops, and engages. Instead of targeting groups with similar attributes, models adapt to each shopper’s unique behavior and context. This level of precision strengthens loyalty and lifts customer lifetime value.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ad3187a091e1\",\"_type\":\"block\",\"children\":[{\"_key\":\"e0c8a569fc22\",\"_type\":\"span\",\"marks\":[],\"text\":\"Reinforcement learning for continuous optimization\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"f4db25264c28\",\"_type\":\"block\",\"children\":[{\"_key\":\"5b3aed72a5ac\",\"_type\":\"span\",\"marks\":[],\"text\":\"Rather than running one-off tests, reinforcement learning allows campaigns to evolve in real time. In reinforcement learning, AI agents make autonomous decisions based on first-party data tied to individual customers. The goal of the agent is to optimize a business metric and it \\\"learns\\\" based on rewards or penalties it receives, based on the outcomes of those decisions. This means it adapts alongside shopper behaviors, creating a cycle of highly personalized continuous optimization.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e82bf2da38cf\",\"_type\":\"anchor\",\"anchorId\":\"challenges\"},{\"_key\":\"4187b0fd4298\",\"_type\":\"block\",\"children\":[{\"_key\":\"00b7b32210b0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Challenges in retail personalization\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"4bd098c9afc9\",\"_type\":\"block\",\"children\":[{\"_key\":\"33115fdd6365\",\"_type\":\"span\",\"marks\":[],\"text\":\"Even with powerful tools available, personalization in retail comes with hurdles that can hold back execution.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7bf1ad0366c6\",\"_type\":\"block\",\"children\":[{\"_key\":\"b722201691b1\",\"_type\":\"span\",\"marks\":[],\"text\":\"Data silos\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"655266feda86\",\"_type\":\"block\",\"children\":[{\"_key\":\"a694976246a8\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer information often lives across disconnected systems—eCommerce platforms, loyalty databases, point of sale systems, and mobile apps. Without a unified view, it’s difficult to create consistent journeys or recognize the same customer across touchpoints.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c56b8fffc695\",\"_type\":\"block\",\"children\":[{\"_key\":\"7a3122ec62da\",\"_type\":\"span\",\"marks\":[],\"text\":\"Privacy and compliance\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"74b5cfcd16c5\",\"_type\":\"block\",\"children\":[{\"_key\":\"072935ddb83b\",\"_type\":\"span\",\"marks\":[],\"text\":\"Regulations such as GDPR and CCPA place clear limits on how data can be collected and used. Retailers must balance personalization with transparency and consent, building trust without overstepping boundaries.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"026026848d42\",\"_type\":\"block\",\"children\":[{\"_key\":\"562815ae1355\",\"_type\":\"span\",\"marks\":[],\"text\":\"Over-targeting and fatigue\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"a5cd1e4277dc\",\"_type\":\"block\",\"children\":[{\"_key\":\"39367b8195e8\",\"_type\":\"span\",\"marks\":[],\"text\":\"When personalization tips into over-messaging, customers may feel tracked rather than supported. The challenge is balancing frequency and relevance so customers stay engaged without feeling overwhelmed.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"191175ca4756\",\"_type\":\"block\",\"children\":[{\"_key\":\"dfaa3f4705f1\",\"_type\":\"span\",\"marks\":[],\"text\":\"Scalability\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"a23de4755789\",\"_type\":\"block\",\"children\":[{\"_key\":\"89c28733472e\",\"_type\":\"span\",\"marks\":[],\"text\":\"What works in a pilot campaign may struggle to scale across millions of customers and dozens of channels. Retailers need the infrastructure to handle real-time decisions at volume without losing quality.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7ce965c3a82b\",\"_type\":\"anchor\",\"anchorId\":\"braze\"},{\"_key\":\"7b7c0ad12bbe\",\"_type\":\"block\",\"children\":[{\"_key\":\"8d25d058c6ce\",\"_type\":\"span\",\"marks\":[],\"text\":\"How Braze supports personalization in retail\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"97c6ed216fc4\",\"_type\":\"block\",\"children\":[{\"_key\":\"eefe6de77a8a\",\"_type\":\"span\",\"marks\":[],\"text\":\"Personalization at scale for retail requires technology that can unify customer data, make smarter decisions, and deliver consistent experiences across every channel. Braze provides the tools to do just that.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"862be3ed18bc\",\"_type\":\"richImage\",\"alt\":\"A user profile card for Candace Johnson, connected to customer data points like Purchase Likelihood, Churn Risk, and Lifetime Revenue.\",\"asset\":{\"_ref\":\"image-418b44e16108a08a49824ebcf8abca47267cafcf-2400x1342-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"db7c68d5bf9e\",\"_type\":\"block\",\"children\":[{\"_key\":\"71cd8d2569f7\",\"_type\":\"span\",\"marks\":[],\"text\":\"Unified customer profiles\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"9a686ae5ae00\",\"_type\":\"block\",\"children\":[{\"_key\":\"67cbc4b99971\",\"_type\":\"span\",\"marks\":[],\"text\":\"By bringing together data from ecommerce platforms, loyalty programs, apps, and point of sale systems, brands can create a single view of each customer. This makes it possible to act on preferences and behaviors in real time, without the friction of disconnected systems.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f1dbbb1778ea\",\"_type\":\"block\",\"children\":[{\"_key\":\"f76fe76b20bf\",\"_type\":\"span\",\"marks\":[],\"text\":\"Predictive personalization and optimization\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"7765e75df162\",\"_type\":\"block\",\"children\":[{\"_key\":\"555eefe0ccdf\",\"_type\":\"span\",\"marks\":[],\"text\":\"BrazeAI Decisioning Studio™ uses reinforcement learning to continuously refine which offers, messages, and journeys drive the best results—so personalization keeps improving as customer behavior evolves.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a48fa162bbec\",\"_type\":\"richImage\",\"alt\":\"Infographic details how combining in-product and out-of-product messages increases purchases: 25% more than only out-of-product, and 6.5 times more than only in-product messages.\",\"asset\":{\"_ref\":\"image-e4196c4626237246b6e1aeeed660247dce2d60cb-2400x1342-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"b1e53fab68e3\",\"_type\":\"block\",\"children\":[{\"_key\":\"81d0dc523c74\",\"_type\":\"span\",\"marks\":[],\"text\":\"Cross-channel orchestration\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"be6297ce9588\",\"_type\":\"block\",\"children\":[{\"_key\":\"3f0c1eaff619\",\"_type\":\"span\",\"marks\":[\"f61ed574b356\"],\"text\":\"Drag-and-drop journey\"},{\"_key\":\"b88951653946\",\"_type\":\"span\",\"marks\":[],\"text\":\" builders allow marketers to design campaigns that span email, SMS, push, in-app, websites, and in-store touchpoints. Coordinating these channels means customers receive a seamless experience wherever they interact.\"}],\"markDefs\":[{\"_key\":\"f61ed574b356\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/videos/braze-canvas\"}],\"style\":\"normal\"},{\"_key\":\"21802f5143ab\",\"_type\":\"block\",\"children\":[{\"_key\":\"b55b5b92a30b\",\"_type\":\"span\",\"marks\":[],\"text\":\"Dynamic content delivery\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"955494d9e7ea\",\"_type\":\"block\",\"children\":[{\"_key\":\"1536cac88e2c\",\"_type\":\"span\",\"marks\":[],\"text\":\"Retailers can feed live data directly into messages, apps, and websites, so every touchpoint feels individualized. From personalized product recommendations to loyalty balances displayed in-app, dynamic content helps make personalization both scalable and tangible.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f310b9a3abdc\",\"_type\":\"anchor\",\"anchorId\":\"case-studies\"},{\"_key\":\"d01f5918a59d\",\"_type\":\"block\",\"children\":[{\"_key\":\"2a06585e7d85\",\"_type\":\"span\",\"marks\":[],\"text\":\"Real life personalization in retail case studies\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"70c154d927ef\",\"_type\":\"block\",\"children\":[{\"_key\":\"a68b051fa55c\",\"_type\":\"span\",\"marks\":[],\"text\":\"Real-world results show how retailers are using Braze to turn data into personalized experiences that drive measurable impact. The following examples—from luxury ecommerce to grocery and beauty—highlight different ways personalization can strengthen engagement, increase sales, and build loyalty at scale.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d5e99ff87091\",\"_type\":\"block\",\"children\":[{\"_key\":\"d9b0adfecf6f\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"24S makes luxury feel personal\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"15b9ee840b5f\",\"_type\":\"block\",\"children\":[{\"_key\":\"0197c9e0fdc1\",\"_type\":\"span\",\"marks\":[\"99d6d3eb4d3c\"],\"text\":\"24S\"},{\"_key\":\"7cdf568fa73f\",\"_type\":\"span\",\"marks\":[],\"text\":\", LVMH’s online luxury retailer, brings Parisian elegance to a global audience with a curated selection of more than 60 brands.\"}],\"markDefs\":[{\"_key\":\"99d6d3eb4d3c\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/24s-case-study\"}],\"style\":\"normal\"},{\"_key\":\"6f7e43f59cc1\",\"_type\":\"block\",\"children\":[{\"_key\":\"53cf3c52305e\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Challenge\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"5363b7808a41\",\"_type\":\"block\",\"children\":[{\"_key\":\"193cf790f307\",\"_type\":\"span\",\"marks\":[],\"text\":\"The team wanted to increase purchase frequency and maximize first purchases while delivering personalized experiences at scale. Multiple disconnected platforms made sending triggered emails, mobile messaging, and recommendations disjointed and resource-heavy.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"33df19b60666\",\"_type\":\"richImage\",\"alt\":\"A mobile phone displaying an e-commerce website with a \\\"few pieces left\\\" skirt and other accessories, against a purple gradient background.\",\"asset\":{\"_ref\":\"image-49aa219b39f772a8851b7ed567dc3f082c6f626b-2400x1200-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"e7899c8a7df1\",\"_type\":\"richImage\",\"alt\":\"A mobile phone displaying an e-commerce page with a \\\"We'll keep you updated\\\" message and three coats.\",\"asset\":{\"_ref\":\"image-91d4597864694ca8b2b0850999c86a43cf8c8f1a-2400x1200-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"3433f3ca5c75\",\"_type\":\"block\",\"children\":[{\"_key\":\"8749bd699813\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Strategy\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"59108cbb16f1\",\"_type\":\"block\",\"children\":[{\"_key\":\"567fb18af102\",\"_type\":\"span\",\"marks\":[],\"text\":\"Using Braze, 24S launched eight personalized triggered campaigns that turned potential friction points—such as out-of-stock items and abandoned carts—into opportunities for engagement. Back-in-stock campaigns were enriched with AI-powered product recommendations, while abandoned cart campaigns dynamically adapted based on stock levels to create urgency.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5fcfd32af21b\",\"_type\":\"block\",\"children\":[{\"_key\":\"8c2c3bcf00ac\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Results\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"91296bc1a4cd\",\"_type\":\"block\",\"children\":[{\"_key\":\"4ffe8cd8094d\",\"_type\":\"span\",\"marks\":[],\"text\":\"35% increase in purchase conversion rate (3-day purchase) over six months\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7d7585577b58\",\"_type\":\"block\",\"children\":[{\"_key\":\"4256fa38699b\",\"_type\":\"span\",\"marks\":[],\"text\":\"7% increase in add-to-cart rate in six months\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7f69eb5f3a1b\",\"_type\":\"block\",\"children\":[{\"_key\":\"42aa9f72ad1a\",\"_type\":\"span\",\"marks\":[],\"text\":\"Reduced costs and technical complexity by consolidating systems\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e7ba18f80f59\",\"_type\":\"block\",\"children\":[{\"_key\":\"7a53a72cd038\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Erewhon blends wellness with personalization\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"bc6392f412db\",\"_type\":\"block\",\"children\":[{\"_key\":\"b0f25f44e78e\",\"_type\":\"span\",\"marks\":[\"cac14ebddd2c\"],\"text\":\"Erewhon\"},{\"_key\":\"aa131d1be610\",\"_type\":\"span\",\"marks\":[],\"text\":\", the Los Angeles-based premium grocery retailer, is known for curating organic products and cultivating a strong sense of community around health and wellness.\"}],\"markDefs\":[{\"_key\":\"cac14ebddd2c\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/erewhon-case-study\"}],\"style\":\"normal\"},{\"_key\":\"fb7256887af0\",\"_type\":\"block\",\"children\":[{\"_key\":\"4150e39cd689\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Challenge\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"e60923eaee17\",\"_type\":\"block\",\"children\":[{\"_key\":\"b21f4021ec0e\",\"_type\":\"span\",\"marks\":[],\"text\":\"As Erewhon expanded, its existing engagement platform couldn’t scale or support the cross-channel sophistication needed to meet customer expectations. 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By weaving loyalty status, purchase behavior, and app activity into messaging, the team made every interaction feel more personal. 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Cosmetics\"},{\"_key\":\"898419f85d40\",\"_type\":\"span\",\"marks\":[],\"text\":\" is a fast-growing beauty brand known for its accessible products and community-driven approach, supported by a loyalty program with more than five million members.\"}],\"markDefs\":[{\"_key\":\"ddec87957649\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/elf-case-study\"}],\"style\":\"normal\"},{\"_key\":\"d5f6fede1842\",\"_type\":\"block\",\"children\":[{\"_key\":\"2b04cc152e45\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Challenge\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"6943c36723f5\",\"_type\":\"block\",\"children\":[{\"_key\":\"2be4c21da481\",\"_type\":\"span\",\"marks\":[],\"text\":\"The team wanted to improve the digital customer experience, drive adoption of its Beauty Squad loyalty program, and expand to new mobile channels such as SMS and push. 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They also simplified post-purchase journeys by reducing nearly 100 email templates down to six with dynamic content, enabling faster experimentation and more personalized product education.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"fb0b6f76d336\",\"_type\":\"block\",\"children\":[{\"_key\":\"f598853960fa\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Results\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"ab5359cdf835\",\"_type\":\"block\",\"children\":[{\"_key\":\"ea9065d082b0\",\"_type\":\"span\",\"marks\":[],\"text\":\"125% increase in monthly mobile app usage over six months\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bfe56d2ef279\",\"_type\":\"block\",\"children\":[{\"_key\":\"c0662b3acc77\",\"_type\":\"span\",\"marks\":[],\"text\":\"58% increase in loyalty offer redemptions year over year\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"211953f44694\",\"_type\":\"block\",\"children\":[{\"_key\":\"f9b3ef04b1f1\",\"_type\":\"span\",\"marks\":[],\"text\":\"Greater team efficiency through simplified workflows and fewer templates\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5b7d58d71a41\",\"_type\":\"anchor\",\"anchorId\":\"conclusion\"},{\"_key\":\"08998cb7ceaa\",\"_type\":\"block\",\"children\":[{\"_key\":\"823588a788b4\",\"_type\":\"span\",\"marks\":[],\"text\":\"Final thoughts about personalization in retail\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"780c9f844d07\",\"_type\":\"block\",\"children\":[{\"_key\":\"0889b726dad4\",\"_type\":\"span\",\"marks\":[],\"text\":\"Personalization has become a baseline expectation in retail, but the real opportunity lies in how brands use it to strengthen relationships, not just transactions. Bringing together physical and digital touchpoints, guided by AI and fueled by data, gives retailers the chance to connect with customers in ways that feel natural and memorable.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9088841bdf1a\",\"_type\":\"block\",\"children\":[{\"_key\":\"7867d2479386\",\"_type\":\"span\",\"marks\":[],\"text\":\"The brands that treat personalization as an ongoing commitment—adapting to changing behaviors and preferences—will be the ones that stand out in a crowded market.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"da418d5b48cf\",\"_type\":\"block\",\"children\":[{\"_key\":\"be9b5f5c17e7\",\"_type\":\"span\",\"marks\":[],\"text\":\"See how Braze helps retailers deliver personalization that converts.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b4823fe97d35\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"8079ae218383\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Connect with sales\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"https://www.braze.com/get-started\"}}],\"heading\":\"Ready to grow? Talk to our sales team.\"},{\"_key\":\"109d684d1aee\",\"_type\":\"anchor\",\"anchorId\":\"faqs\"},{\"_key\":\"1af8191f99fe\",\"_type\":\"block\",\"children\":[{\"_key\":\"753ba03f20df\",\"_type\":\"span\",\"marks\":[],\"text\":\"Personalization in retail FAQs\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"2b59a009c29f\",\"_type\":\"block\",\"children\":[{\"_key\":\"2240c25f0ebe\",\"_type\":\"span\",\"marks\":[],\"text\":\"What is personalization in retail?\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"ba7d2f77176e\",\"_type\":\"block\",\"children\":[{\"_key\":\"0eca6063695c\",\"_type\":\"span\",\"marks\":[],\"text\":\"Personalization in retail is the practice of tailoring shopping experiences, offers, and communications to each customer based on their data, preferences, and behavior across channels.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"308d09e8c314\",\"_type\":\"block\",\"children\":[{\"_key\":\"42c751b4f9d3\",\"_type\":\"span\",\"marks\":[],\"text\":\"Why is personalization important in retail?\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"587ae16c15a8\",\"_type\":\"block\",\"children\":[{\"_key\":\"9edc02250617\",\"_type\":\"span\",\"marks\":[],\"text\":\"Personalization in retail matters because it drives measurable outcomes such as higher conversion rates, stronger loyalty program engagement, and greater customer lifetime value.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e68b575d07e2\",\"_type\":\"block\",\"children\":[{\"_key\":\"4f347f3874a6\",\"_type\":\"span\",\"marks\":[],\"text\":\"What are examples of personalization in retail?\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"06c67bde261b\",\"_type\":\"block\",\"children\":[{\"_key\":\"e4f5d486f7c9\",\"_type\":\"span\",\"marks\":[],\"text\":\"Examples of personalization in retail include abandoned cart recovery, loyalty rewards tailored to customer status, in-store recommendations linked to digital profiles, and replenishment reminders.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"32563b03843f\",\"_type\":\"block\",\"children\":[{\"_key\":\"50bf81d6d661\",\"_type\":\"span\",\"marks\":[],\"text\":\"How does AI enable hyper-personalization in retail?\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"59fce755d2b3\",\"_type\":\"block\",\"children\":[{\"_key\":\"f2d681e3c804\",\"_type\":\"span\",\"marks\":[],\"text\":\"AI powers hyper-personalization by analyzing behavior and context in real time. It enables predictive send-time optimization, dynamic product recommendations, and reinforcement learning to adapt campaigns continuously.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"365dc3e70a17\",\"_type\":\"block\",\"children\":[{\"_key\":\"38d82561b113\",\"_type\":\"span\",\"marks\":[],\"text\":\"What are the benefits of retail personalization?\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"43015f48b18d\",\"_type\":\"block\",\"children\":[{\"_key\":\"4e4bec5b63f4\",\"_type\":\"span\",\"marks\":[],\"text\":\"The benefits of retail personalization include increased repeat purchases, higher average order value, more efficient promotions, and improved long-term retention.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5a40b0b183e1\",\"_type\":\"block\",\"children\":[{\"_key\":\"edb511caf6fd\",\"_type\":\"span\",\"marks\":[],\"text\":\"What challenges do retailers face with personalization?\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"0138e108f441\",\"_type\":\"block\",\"children\":[{\"_key\":\"a03332677025\",\"_type\":\"span\",\"marks\":[],\"text\":\"Challenges include data silos, privacy and compliance requirements, scaling personalization across millions of customers, and avoiding over-messaging that can create fatigue.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"784688205c3e\",\"_type\":\"block\",\"children\":[{\"_key\":\"a2c481b2b126\",\"_type\":\"span\",\"marks\":[],\"text\":\"How can Braze help retailers personalize customer journeys?\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"11644d1e10d6\",\"_type\":\"block\",\"children\":[{\"_key\":\"ab4bd7a42a7c\",\"_type\":\"span\",\"marks\":[],\"text\":\"Braze helps retailers personalize customer journeys by unifying data, supporting predictive personalization with BrazeAI Decisioning Studio™, orchestrating campaigns across channels, and delivering dynamic content in real time.\"}],\"markDefs\":[],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/ed138f8fe6ab55f472d17d3adbe3a56ae64fe87c-1920x1080.png\",\"publishedDate\":\"2025-11-10T21:22:31.648Z\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-6cb93b5489dc240e477b8f41e4cb5374b5161c08-1200x628-png\",\"_type\":\"reference\"}},\"pageDescription\":\"Personalization in retail is reshaping loyalty. Explore strategies, examples, and AI tools to increase conversion, repeat purchase, and long-term growth.\",\"pageTitle\":\"Personalization in Retail Guide With Examples | Braze\",\"slug\":{\"_type\":\"slug\",\"current\":\"personalization-in-retail\"}},\"title\":\"Personalization in Retail: Strategies, Examples, and AI-Driven Wins\"},{\"_id\":\"b4b51c60-df51-4a07-ad9a-8412f00b8e0f\",\"_type\":\"blogPost\",\"body\":[{\"_key\":\"95d59a9a4052\",\"_type\":\"block\",\"children\":[{\"_key\":\"a69b9e94b49a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"The Black Friday/Cyber Monday (BFCM) shopping period is a major event for consumers and retailers alike. Consumers hunt for the best deals, not just for gifting but also for items they’ve been eyeing all year long. And for the vast majority of retailers, their performance during this time period often makes or breaks their financial performance for the year. During the four-day BFCM period this year, brands using Braze sent more than \"},{\"_key\":\"a69b9e94b49a1\",\"_type\":\"span\",\"marks\":[\"0e89540e4c5e\"],\"text\":\"50 billion messages\"},{\"_key\":\"a69b9e94b49a2\",\"_type\":\"span\",\"marks\":[],\"text\":\", giving us a unique data-driven perspective on key trends and best practices for retailers to be mindful of as they plan for 2025.\"}],\"markDefs\":[{\"_key\":\"0e89540e4c5e\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/black-friday-cyber-monday-trends-2024\"}],\"style\":\"normal\"},{\"_key\":\"31988e267804\",\"_type\":\"block\",\"children\":[{\"_key\":\"11232b7d175c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"After reviewing the results from this year’s BFCM period, our key takeaway is this: Brands are increasingly investing in sophisticated customer journeys to better reach, engage, and monetize their audiences. We believe that this strategy will only continue and that retailers need to focus on elevating the shopping experience in 2025 to stay competitive. (Don’t just take our word for it: According to Shopify, \"},{\"_key\":\"11232b7d175c1\",\"_type\":\"span\",\"marks\":[\"7f3a6aa1b6cc\"],\"text\":\"82% of UK consumers seek an enhanced customer experience\"},{\"_key\":\"11232b7d175c2\",\"_type\":\"span\",\"marks\":[],\"text\":\".)\"}],\"markDefs\":[{\"_key\":\"7f3a6aa1b6cc\",\"_type\":\"link\",\"href\":\"https://www.shopify.com/uk/enterprise/state-of-commerce-report-2024\"}],\"style\":\"normal\"},{\"_key\":\"3b2f2246610c\",\"_type\":\"block\",\"children\":[{\"_key\":\"a67e555e77e60\",\"_type\":\"span\",\"marks\":[],\"text\":\"Think about the brands who seem to understand you deeply: They send you messages with content you’ve been waiting for, they understand how you prefer to shop, and you can recognize their messages anywhere, on any channel, because of their consistency and value. This is an elevated shopping experience—one that significantly improves the overall customer journey before, during, and after a purchase. By going beyond basic expectations through personalized interactions and creating cohesive campaigns across marketing channels, retailers can provide a better customer experience and stay ahead of the curve in a competitive market.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"aa3b86a34407\",\"_type\":\"richImage\",\"alt\":\"a man is smiling while holding a cell phone in front of a sign that says 82%\",\"asset\":{\"_ref\":\"image-d5000b14785245cbf4b0c4431e352b263ebdefbf-2400x1210-png\",\"_type\":\"reference\"}},{\"_key\":\"afb6b2389041\",\"_type\":\"block\",\"children\":[{\"_key\":\"f87d3f9b7d350\",\"_type\":\"span\",\"marks\":[],\"text\":\"For retailers, knowing that you need to deliver elevated experiences for consumers in 2025 is just the first step. To thrive, it’s important to understand what elevated experiences really look like today and what it takes to make them a reality. Read on for a breakdown of four key trends we observed during BFCM 2024:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f6df2f3471b7\",\"_type\":\"block\",\"children\":[{\"_key\":\"9b687eccffb70\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"1. Connected and coherent journeys across channels are tablestakes\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"61c12115243a\",\"_type\":\"block\",\"children\":[{\"_key\":\"64f50079b06a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Today’s consumers expect a consistent experience across all the channels they’re active on, whether they’re shopping on a website, through a mobile app, or in-store. To execute on cohesive campaigns, marketers need to bring together all the data they have about their customers' preferences and behaviors, across their mobile and web properties, their point-of-sale (POS) systems, surveys/feedback forms, etc. When brands have this kind of visibility, they can create a level of true consistency across their channels, making it much easier to create campaigns that feel relevant, authentic and match customer expectations.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ec0cc1f2df38\",\"_type\":\"block\",\"children\":[{\"_key\":\"33d0fdb169620\",\"_type\":\"span\",\"marks\":[],\"text\":\"As in-store shopping regains a key role in a consumer’s journey, retailers must recognize the importance of a seamless cross-channel shopping experience that bridges the gap between online and offline touchpoints. According to Ryder’s \"},{\"_key\":\"33d0fdb169621\",\"_type\":\"span\",\"marks\":[\"9eb795681826\"],\"text\":\"The Influence of Omnichannel Excellence on Consumer Behavior\"},{\"_key\":\"33d0fdb169622\",\"_type\":\"span\",\"marks\":[],\"text\":\", “61% of shoppers hit the stores because they like trying things on, seeing products in person, and comparing them side by side.” With nearly two-thirds of shoppers preferring going into physical stores, retailers with brick and mortar locations must be able to stitch the in-store experience seamlessly together with the online one, supporting that their value proposition and message remains the same across experiences\"}],\"markDefs\":[{\"_key\":\"9eb795681826\",\"_type\":\"link\",\"href\":\"https://www.ryder.com/en-us/2024-ryder-e-commerce-consumer-study\"}],\"style\":\"normal\"},{\"_key\":\"b3c7837b5480\",\"_type\":\"block\",\"children\":[{\"_key\":\"9a7a167259380\",\"_type\":\"span\",\"marks\":[],\"text\":\"What does that look like in practice? A retailer could collect data on consumers who come into the store primarily to purchase shoes, and target them with offers and deals focused on new shoeware lines. Whether a retailer thinks in terms of cross-channel, multi-channel, omni-channel or “Unified Commerce,” what remains the same is a desire to move from siloed, disparate, and static experiences to connected, dynamic journeys across touchpoints.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"28aba27c93d6\",\"_type\":\"block\",\"children\":[{\"_key\":\"2b72f10325530\",\"_type\":\"span\",\"marks\":[],\"text\":\"This desire was reflected in the brands using Braze to power their messaging campaigns during the BFCM period. 76% of all messages sent by Braze retail customers aiming to drive purchases were multi-channel, up 23% from last year, signifying the growing importance of coordinated, cross-channel journeys to brands looking to provide an elevated shopping journey. As retailers look to 2025, it will be imperative for them to adopt customer engagement platforms capable of supporting these sorts of coherent, connected customer experiences.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7dca78081e9e\",\"_type\":\"block\",\"children\":[{\"_key\":\"e099b3a666c40\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"2. Email is still in, but keep your eyes on WhatsApp as well\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"00b5e22f0cd6\",\"_type\":\"block\",\"children\":[{\"_key\":\"f16084f581f90\",\"_type\":\"span\",\"marks\":[],\"text\":\"Taking a closer look at some channel trends, BFCM 2024 signified that email has not gone out of style for retailers; in fact, more than \"},{\"_key\":\"f16084f581f91\",\"_type\":\"span\",\"marks\":[\"a0526d8f7d59\"],\"text\":\"61% of consumers\"},{\"_key\":\"f16084f581f92\",\"_type\":\"span\",\"marks\":[],\"text\":\" choose email as a preferred channel for hearing about Cyber Week promotions, making it a top channel for retailers and customers alike.\"}],\"markDefs\":[{\"_key\":\"a0526d8f7d59\",\"_type\":\"link\",\"href\":\"https://www.emailonacid.com/blog/article/email-marketing/optimize-holiday-campaigns/\"}],\"style\":\"normal\"},{\"_key\":\"76e1b8427256\",\"_type\":\"block\",\"children\":[{\"_key\":\"ae16df51d8470\",\"_type\":\"span\",\"marks\":[],\"text\":\"\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9c32c5364f2c\",\"_type\":\"block\",\"children\":[{\"_key\":\"770b79ed5d180\",\"_type\":\"span\",\"marks\":[],\"text\":\"Digging deeper into how our email platform was used, we wanted to determine how marketers created high-quality content during this busy period. We found that they turn to tools that make email creation easier: Our \"},{\"_key\":\"770b79ed5d181\",\"_type\":\"span\",\"marks\":[\"bb42f5d3aad9\"],\"text\":\"Drag-and-Drop Editor for Email\"},{\"_key\":\"770b79ed5d182\",\"_type\":\"span\",\"marks\":[],\"text\":\" was used by 53% of our customers and 37% used the Email HTML Editor. This, coupled with the message volume increase, helps show how Braze customers are sending more messages than ever before with increased ease-of-use.\"}],\"markDefs\":[{\"_key\":\"bb42f5d3aad9\",\"_type\":\"link\",\"href\":\"https://www.braze.com/docs/user_guide/message_building_by_channel/email/drag_and_drop\"}],\"style\":\"normal\"},{\"_key\":\"dfef6ee34d1e\",\"_type\":\"block\",\"children\":[{\"_key\":\"e2c21d80120a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Retailers aren’t just focusing on established channels: We also saw a rise in emerging channels like WhatsApp, as brands continue to adopt them to meet customers where they are. WhatsApp is a newer channel for B2C marketing, but it is quickly becoming known for its high engagement rates and unique ability to support rich, conversational experiences. For retailers aiming to reach global audiences, WhatsApp is key as it boasts \"},{\"_key\":\"e2c21d80120a1\",\"_type\":\"span\",\"marks\":[\"8e2e522e1d64\"],\"text\":\"2 billion monthly active users\"},{\"_key\":\"e2c21d80120a2\",\"_type\":\"span\",\"marks\":[],\"text\":\" worldwide.\"}],\"markDefs\":[{\"_key\":\"8e2e522e1d64\",\"_type\":\"link\",\"href\":\"https://www.statista.com/statistics/258749/most-popular-global-mobile-messenger-apps/\"}],\"style\":\"normal\"},{\"_key\":\"5283ed6fc12c\",\"_type\":\"block\",\"children\":[{\"_key\":\"e07482ff92490\",\"_type\":\"span\",\"marks\":[],\"text\":\"The channel is quickly catching on amongst retail and eCommerce marketers looking for more dynamic ways to show off their products and services. In fact, Braze retail customers sent 10X more WhatsApp messages during BFCM 2024, compared to last year. As brands learn from this year’s channel trends and examine where their audiences are engaging, we believe they must keep their eyes peeled for new channels that they can potentially use to engage with their customers—while still taking full advantage of the more traditional channels at their disposal.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b773c1c7d843\",\"_type\":\"richImage\",\"asset\":{\"_ref\":\"image-e6693757cc504e0ba9bd782f20beb2c835fb1234-2400x1210-png\",\"_type\":\"reference\"}},{\"_key\":\"54c57036f29c\",\"_type\":\"block\",\"children\":[{\"_key\":\"7ab42e8c95860\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"3. Personalization with purpose is key\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"f9c6de48b991\",\"_type\":\"block\",\"children\":[{\"_key\":\"b7a8d2073ade0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Personalization continues to be an opportunity for retailers to meet consumer expectations. However, Deloitte Digital noted that \"},{\"_key\":\"b7a8d2073ade1\",\"_type\":\"span\",\"marks\":[\"28ea06711867\"],\"text\":\"consumers recognize just 43% of their experiences as personalized\"},{\"_key\":\"b7a8d2073ade2\",\"_type\":\"span\",\"marks\":[],\"text\":\", signifying that retailers still have work to do in this area.\"}],\"markDefs\":[{\"_key\":\"28ea06711867\",\"_type\":\"link\",\"href\":\"https://www.deloittedigital.com/us/en/insights/research/personalizing-growth.html\"}],\"style\":\"normal\"},{\"_key\":\"7bd3acafb544\",\"_type\":\"block\",\"children\":[{\"_key\":\"ec6438878f350\",\"_type\":\"span\",\"marks\":[],\"text\":\"When we think about personalization in a modern shopping journey, it’s not just about superficial tailoring. Instead, the aim is to strengthen and augment the shopping journey. Speeding up the journey to purchase by narrowing choice, is a prime example. This is something consumers crave, with \"},{\"_key\":\"ec6438878f351\",\"_type\":\"span\",\"marks\":[\"30ae4cda36eb\"],\"text\":\"63% of consumers\"},{\"_key\":\"ec6438878f352\",\"_type\":\"span\",\"marks\":[],\"text\":\" wanting to get from inspiration to purchase as quickly as possible. \"},{\"_key\":\"ec6438878f353\",\"_type\":\"span\",\"marks\":[\"f2f1547ec504\"],\"text\":\"Braze AI Product Recommendations\"},{\"_key\":\"ec6438878f354\",\"_type\":\"span\",\"marks\":[],\"text\":\" helps marketers do exactly this, as it is designed to tailor content, recommendations, and more to create relevant interactions for every unique customer—all at scale.\"}],\"markDefs\":[{\"_key\":\"30ae4cda36eb\",\"_type\":\"link\",\"href\":\"https://www.forbes.com/sites/jonbird1/2024/09/17/from-compressed-commerce-to-post-death-consumerism-the-future-shopper-2024/\"},{\"_key\":\"f2f1547ec504\",\"_type\":\"link\",\"href\":\"https://www.braze.com/docs/user_guide/brazeai/recommendations/ai_item_recommendations\"}],\"style\":\"normal\"},{\"_key\":\"2cede2baf7c0\",\"_type\":\"block\",\"children\":[{\"_key\":\"d0f7f36da1120\",\"_type\":\"span\",\"marks\":[],\"text\":\"In addition, retailers need to prioritize building stories that inspire shoppers with products that are relevant specifically to them. Consumers want inspiration campaigns to understand their previous purchases and build on them to ‘complete the look’ or recommend complementary products that can boost results.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f83bfe571526\",\"_type\":\"block\",\"children\":[{\"_key\":\"dda2d8a362c80\",\"_type\":\"span\",\"marks\":[],\"text\":\"Elevated experience imperative aside, getting it right is good for business. For example, Braze email customers who use features like Liquid personalization in their emails see a 63% increase in open rates and a 23% increase in conversion rates. When we turn to consumers, nearly \"},{\"_key\":\"dda2d8a362c81\",\"_type\":\"span\",\"marks\":[\"5f9be920d4d8\"],\"text\":\"75% of consumers say they're more likely to purchase from brands that deliver personalized experiences\"},{\"_key\":\"dda2d8a362c82\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"5f9be920d4d8\",\"_type\":\"link\",\"href\":\"https://www.deloittedigital.com/us/en/insights/research/personalizing-growth.html\"}],\"style\":\"normal\"},{\"_key\":\"52857cf1952b\",\"_type\":\"block\",\"children\":[{\"_key\":\"9f696bc8ed0a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"The key personalization challenge for retailers isn’t new, but is getting more complex as brands grow, and as customers send out more signals than ever. Customers expect messages in real time that connect specifically to actions they’ve taken. For brands that reach millions of customers, dynamically personalizing messages at scale becomes a hurdle. Retailers should lean into tools that assist with \"},{\"_key\":\"9f696bc8ed0a1\",\"_type\":\"span\",\"marks\":[\"517d245f9e18\"],\"text\":\"real-time segmentation\"},{\"_key\":\"9f696bc8ed0a2\",\"_type\":\"span\",\"marks\":[],\"text\":\" and platforms which send messages with low to zero latency. Dynamic personalization tools such as \"},{\"_key\":\"9f696bc8ed0a3\",\"_type\":\"span\",\"marks\":[\"ab6ab386f317\"],\"text\":\"Connected Content\"},{\"_key\":\"9f696bc8ed0a4\",\"_type\":\"span\",\"marks\":[],\"text\":\" can support continuously updated information—copy, images, and more—that can be inserted into push notifications, emails, in-app messages, or banners, in order to provide customers with a more responsive, relevant messaging experience at scale.\"}],\"markDefs\":[{\"_key\":\"517d245f9e18\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/what-smart-segmentation-looks-like\"},{\"_key\":\"ab6ab386f317\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/dynamic-content-personalization\"}],\"style\":\"normal\"},{\"_key\":\"7d795c52bac7\",\"_type\":\"block\",\"children\":[{\"_key\":\"fcc1f470f9400\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"4. Retailers should continue to use AI to their advantage\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"9e1acc7e9d00\",\"_type\":\"block\",\"children\":[{\"_key\":\"8dfb19ec27b30\",\"_type\":\"span\",\"marks\":[],\"text\":\"AI continues to rise in awareness and we are starting to see AI have a genuine impact on shopping journeys. In fact, retail and eCommerce marketers \"},{\"_key\":\"8dfb19ec27b31\",\"_type\":\"span\",\"marks\":[\"e7f7060e6ccd\"],\"text\":\"are more likely to favor the usage of AI (85%)\"},{\"_key\":\"8dfb19ec27b32\",\"_type\":\"span\",\"marks\":[],\"text\":\", compared to marketers in other industries. AI can have significant impacts for key customer engagement tasks for retailers, with Generative AI taking on creative and copy tasks or Agentic AI (where an AI “agent” can act autonomously to make decisions) supporting content testing and delivery on a scale that simply would not be possible for a human to deliver.\"}],\"markDefs\":[{\"_key\":\"e7f7060e6ccd\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/2024-retail-and-ecommerce-marketing-trends-to-watch\"}],\"style\":\"normal\"},{\"_key\":\"4e81ce01271f\",\"_type\":\"block\",\"children\":[{\"_key\":\"8c765edcdf1a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Yet there remains the question for many retail and eCommerce brands about \"},{\"_key\":\"8c765edcdf1a1\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"how\"},{\"_key\":\"8c765edcdf1a2\",\"_type\":\"span\",\"marks\":[],\"text\":\" to add AI into marketing plans and workflows. It’s no wonder that you see stats like this one: \"},{\"_key\":\"8c765edcdf1a3\",\"_type\":\"span\",\"marks\":[\"f68eb30cd584\"],\"text\":\"70% of UK retailers face a skills gap around AI\"},{\"_key\":\"8c765edcdf1a4\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"f68eb30cd584\",\"_type\":\"link\",\"href\":\"https://www.shopify.com/uk/enterprise/state-of-commerce-report-2024\"}],\"style\":\"normal\"},{\"_key\":\"f3772fc803bf\",\"_type\":\"block\",\"children\":[{\"_key\":\"f0e50cb439e20\",\"_type\":\"span\",\"marks\":[],\"text\":\"At Braze, we’re focusing on supporting brands to use AI in service of \"},{\"_key\":\"f0e50cb439e21\",\"_type\":\"span\",\"marks\":[\"37fbbf0b1e28\"],\"text\":\"enhancing the shopping experience \"},{\"_key\":\"f0e50cb439e22\",\"_type\":\"span\",\"marks\":[],\"text\":\"and helping create elevated experiences in an easier and less resource-intensive manner. This year, we saw feature usage increase across our AI feature suite, including a 43% increase in retail customers using the AI Copywriting Assistant to kickstart their creative process, and more notably, a 63% increase in retail customers using the Predictive Suite to create targeted audiences of shoppers based on their likelihood to make a purchase or churn.\"}],\"markDefs\":[{\"_key\":\"37fbbf0b1e28\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/forge-2024-ai-orchestration-announcements\"}],\"style\":\"normal\"},{\"_key\":\"fc15bb6d2b29\",\"_type\":\"block\",\"children\":[{\"_key\":\"bcce04ce1bf50\",\"_type\":\"span\",\"marks\":[],\"text\":\"Leveraging these AI tools can improve the positive impact of retailers’ messaging campaigns. For example, brands can lean into the Predictive Suite to define what churn means for their business, identify the users they’d like to prevent from churning, and then target them with specific messaging. This rise in usage indicates that marketers are leaning into GenAI tools to help with productivity, but also leaning into machine learning as they scale. AI will continue to be a key facet of 2025 plans for retailers, and they should keep weaving this technology into their campaign creation processes as they grow.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"91a4a57a07cf\",\"_type\":\"block\",\"children\":[{\"_key\":\"1aed5652e7870\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"That’s a Wrap\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"becfbdec1342\",\"_type\":\"block\",\"children\":[{\"_key\":\"95514e6620460\",\"_type\":\"span\",\"marks\":[],\"text\":\"As we look back on this year’s BFCM period, what’s clear is that the shopping experience has already started changing for many brands in 2024 and that retailers today are facing significant challenges as they navigate a complex and rapidly evolving landscape. In what appears to a critical tipping point, we see the following:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"0fa3141cffad\",\"_type\":\"block\",\"children\":[{\"_key\":\"f8f53e9c89a60\",\"_type\":\"span\",\"marks\":[],\"text\":\"Highly personalized experiences that feel like 1:1 interactions are tablestakes; consumers demand tailored recommendations that cater to their individual preferences.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"23822c7d04f3\",\"_type\":\"block\",\"children\":[{\"_key\":\"3e858e49f5a80\",\"_type\":\"span\",\"marks\":[],\"text\":\"At the same time, there is an explosion of messaging channels—in connection with web, mobile, social media, and physical stores—that requires seamless integration and consistent messaging across all touchpoints to create the coherent journeys that customers crave.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bca1dfa5a48b\",\"_type\":\"block\",\"children\":[{\"_key\":\"227df5b6339e0\",\"_type\":\"span\",\"marks\":[],\"text\":\"The rapid advancements in technology and AI add another layer of complexity, as retailers must constantly adapt to new tools and platforms to stay competitive, all while managing the rising pressure to deliver exceptional customer experiences.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a3ea3e8c3cfc\",\"_type\":\"block\",\"children\":[{\"_key\":\"1f23c07b84a90\",\"_type\":\"span\",\"marks\":[],\"text\":\"As retailers juggle these challenges in order to elevate shopping experiences into this year and next, Braze is committed to helping marketers embrace their role as stewards of customer relationships. With the right technology and tactics, retail and ecommerce brands can see higher customer lifetime value and lower acquisition costs, resulting in deeper loyalty and stronger business growth.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bc7e3ff298a5\",\"_type\":\"block\",\"children\":[{\"_key\":\"b3997e4394ea0\",\"_type\":\"span\",\"marks\":[],\"text\":\"If you want to hear more about how to plan for BFCM in 2025 or retail trends, join \"},{\"_key\":\"b3997e4394ea1\",\"_type\":\"span\",\"marks\":[\"03994aa966d4\"],\"text\":\"our Retail \u0026 eCommerce community\"},{\"_key\":\"b3997e4394ea2\",\"_type\":\"span\",\"marks\":[],\"text\":\" and look out for the next blog in this series early in the new year.\"}],\"markDefs\":[{\"_key\":\"03994aa966d4\",\"_type\":\"link\",\"href\":\"https://community.braze.com/group/retail-and-ecommerce\"}],\"style\":\"normal\"},{\"_key\":\"89ff9faed437\",\"_type\":\"block\",\"children\":[{\"_key\":\"c05c451fe9f90\",\"_type\":\"span\",\"marks\":[],\"text\":\"\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a2da4ee15b72\",\"_type\":\"block\",\"children\":[{\"_key\":\"f85237cb71ae0\",\"_type\":\"span\",\"marks\":[\"em\",\"strong\"],\"text\":\"Forward Looking Statements\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"53e0d896d345\",\"_type\":\"block\",\"children\":[{\"_key\":\"b1b7c62549ff0\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"$36\"}],\"markDefs\":[],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/d5d96f58dab5fca46ccb05308424ad325c75754b-1200x800.png\",\"publishedDate\":\"2024-12-12T15:51:53.317Z\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-37c79bcbfc7ceb85fcea6b53c644df774c14bb20-1200x628-png\",\"_type\":\"reference\"}},\"pageDescription\":\"After reviewing the results from this year’s BFCM period, our key takeaway is this: Brands are increasingly investing in sophisticated customer journeys to better reach, engage, and monetize their audiences. \",\"pageTitle\":\"Lessons from Black Friday Cyber Monday 2025 for Retail Brands\",\"slug\":{\"_type\":\"slug\",\"current\":\"bfcm-retail-lessons\"}},\"title\":\"Elevated Shopping Journeys Will Be Essential for Retail in 2025: Lessons from Black Friday/Cyber Monday\"},{\"_id\":\"b51bfe38-2b2f-46a2-be7d-2feafcbdcb8e\",\"_type\":\"blogPost\",\"body\":[{\"_key\":\"52501295f633\",\"_type\":\"block\",\"children\":[{\"_key\":\"ef0b65ca4682\",\"_type\":\"span\",\"marks\":[],\"text\":\"As we approach Cannes, the pressure to innovate in a crowded environment is palpable. Marketers face the challenge of standing out amidst the noise, and the winners are those who can turn technology investments into emotional impact.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a2f050441673\",\"_type\":\"block\",\"children\":[{\"_key\":\"5435ba3da8e9\",\"_type\":\"span\",\"marks\":[],\"text\":\"Instead of merely investing in technology, successful brands harness customer engagement platforms to transform data into valuable insights, fueling their creative firepower. By understanding the true impact of these insights, marketers can ensure that creativity flourishes alongside their business objectives, creating memorable experiences that resonate with consumers.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c75a3655a638\",\"_type\":\"block\",\"children\":[{\"_key\":\"fd2c7795818e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Take \"},{\"_key\":\"d8cbc8300585\",\"_type\":\"span\",\"marks\":[\"f86adc1c0589\"],\"text\":\"e.l.f. Beauty\"},{\"_key\":\"dfc2dd2d1b8c\",\"_type\":\"span\",\"marks\":[],\"text\":\", for example. Needing to enhance their digital customer experience and drive higher adoption of their loyalty program, they turned to Braze and \"},{\"_key\":\"3b013aaee57e\",\"_type\":\"span\",\"marks\":[\"8349d6e3e7b2\"],\"text\":\"Stitch\"},{\"_key\":\"5c7d23f54645\",\"_type\":\"span\",\"marks\":[],\"text\":\" to launch innovative campaigns that engaged customers across multiple channels and points in the customer lifecycle. A standout initiative was their in-app scavenger hunt, which turned the app experience into an engaging adventure. Through a series of push notifications, e.l.f. encouraged users to explore the app, offering clues that led them to pages where they could earn points for products. This creative challenge not only drove app engagement but also fostered a sense of community among users.\"}],\"markDefs\":[{\"_key\":\"f86adc1c0589\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/elf-case-study\"},{\"_key\":\"8349d6e3e7b2\",\"_type\":\"link\",\"href\":\"https://www.braze.com/partners/solutions-partners/stitch\"}],\"style\":\"normal\"},{\"_key\":\"851b2a63835b\",\"_type\":\"richImage\",\"alt\":\"wednesday july 26 is displayed on a phone screen\",\"asset\":{\"_ref\":\"image-1d895a51b443965de3d63c08397b9b10fa2cdce2-2400x1210-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"dc9eca294193\",\"_type\":\"block\",\"children\":[{\"_key\":\"2d6ba3eb0755\",\"_type\":\"span\",\"marks\":[],\"text\":\"By leveraging Braze, e.l.f. achieved remarkable results: a 125% increase in monthly app usage and a 58% increase in loyalty offer redemptions. Their success is a testament to how e.l.f. united digital and physical experiences, blending fun with ROI. That’s because modern campaigns aren’t just about the channel; they’re about orchestrating experiences that feel personal and community-powered. With Braze, e.l.f. has been able to scale these engaging experiences, continuously pushing the envelope to foster community building and collaboration between tech and teams.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"568ff5b7a00a\",\"_type\":\"block\",\"children\":[{\"_key\":\"dfcf740edddf\",\"_type\":\"span\",\"marks\":[],\"text\":\"This campaign proves how the right technology can elevate human creativity to new heights. It’s a testament to the power of data-driven insights, allowing marketers to craft experiences that resonate deeply with their audience. When we think of events such as Cannes, it’s clear that innovation is not just about flashy ideas; it’s about creating meaningful connections that drive real growth.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"266ccae17d93\",\"_type\":\"block\",\"children\":[{\"_key\":\"b666047ec66e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Collaboration and AI: The bold new ally in marketing magic\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"6838264bb682\",\"_type\":\"block\",\"children\":[{\"_key\":\"56acb0f8454b\",\"_type\":\"span\",\"marks\":[],\"text\":\"How do we ensure that our creative efforts align with business goals? The answer lies in a strategic approach to innovation that embraces experimentation. The Cannes Festival is a testament to the boldness of creativity; it’s a place where risks are celebrated. By adopting a similar ethos, marketers can test new ideas, iterate based on feedback, and discover what truly resonates with their audience.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"532652731b31\",\"_type\":\"block\",\"children\":[{\"_key\":\"df6867a89676\",\"_type\":\"span\",\"marks\":[\"86b797b72958\"],\"text\":\"Collaboration\"},{\"_key\":\"d0a7e843a1aa\",\"_type\":\"span\",\"marks\":[],\"text\":\" is essential—not just among cross-functional teams of humans, but also in the partnership between humans and technology. AI is not here to replace creativity; it’s a new team member that empowers creatives to take more risks and be more experimental. By integrating insights from customer engagement platforms with input from creative teams, organizations can craft personalized experiences that resonate deeply with their audiences.\"}],\"markDefs\":[{\"_key\":\"86b797b72958\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/collaboration-and-the-customer-experience\"}],\"style\":\"normal\"},{\"_key\":\"902c67fc830c\",\"_type\":\"block\",\"children\":[{\"_key\":\"80e3107189f3\",\"_type\":\"span\",\"marks\":[],\"text\":\"This seamless blend of creativity and commerce demonstrates that innovation thrives when silos are broken down, fostering an environment where ideas can flow freely and lead to impactful results. In this landscape of personalized engagement and stronger inter-team collaboration, \"},{\"_key\":\"ed0cab359e26\",\"_type\":\"span\",\"marks\":[\"67e78fc139c0\"],\"text\":\"AI\"},{\"_key\":\"a3c16d42111a\",\"_type\":\"span\",\"marks\":[],\"text\":\" plays a vital role. It analyzes vast amounts of data to uncover insights that inform creative strategies, enabling marketers to tailor their campaigns with precision. By automating routine tasks and providing real-time feedback, AI frees up headspace for creative teams to focus on what they do best: ideation and innovation.\"}],\"markDefs\":[{\"_key\":\"67e78fc139c0\",\"_type\":\"link\",\"href\":\"https://www.braze.com/product/brazeai\"}],\"style\":\"normal\"},{\"_key\":\"38cfc3331014\",\"_type\":\"block\",\"children\":[{\"_key\":\"86e640b9f02c\",\"_type\":\"span\",\"marks\":[],\"text\":\"With AI as a collaborative partner, brands can enhance their storytelling, optimize customer experiences, and ultimately drive greater engagement. As our Cannes billboard states, \\\"Your creative has legs, let AI give you a hand.\\\" Embrace this bold new ally and watch your creativity soar!\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a915e991c02b\",\"_type\":\"block\",\"children\":[{\"_key\":\"1afead692149\",\"_type\":\"span\",\"marks\":[],\"text\":\"Game On with Personalization\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"adf8fdfb80d1\",\"_type\":\"block\",\"children\":[{\"_key\":\"71916af7ced6\",\"_type\":\"span\",\"marks\":[],\"text\":\"Picture this: a gaming brand is gearing up to launch a highly anticipated new game, and instead of resorting to a traditional marketing blitz and generic advertising, they take a bold step towards personalization. They leverage their customer engagement platform to captivate their superfans with tailored messages that resonate deeply with their gaming habits and preferences.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"fd82f74a10ea\",\"_type\":\"block\",\"children\":[{\"_key\":\"f843f6adee27\",\"_type\":\"span\",\"marks\":[],\"text\":\"For instance, they might send exclusive in-game rewards to players who frequently engage with similar genres or offer early access to those who have shown interest in the franchise. 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This approach exemplifies how personalized engagement can transform a game launch into a meaningful connection with consumers, paving the way for long-term success.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7ea9f78f259b\",\"_type\":\"block\",\"children\":[{\"_key\":\"96a294aa3ded\",\"_type\":\"span\",\"marks\":[],\"text\":\"As we navigate this new era of marketing, it’s essential to remember that creativity is not just about aesthetics; it’s about creating meaningful connections with consumers. Customer engagement platforms provide the tools to understand these connections on a deeper level. 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Customer engagement platforms like Braze are not just tools; they are the spark behind the magic, catalyzing creativity and empowering marketers to harness the power of data.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b9dee52ee3d2\",\"_type\":\"block\",\"children\":[{\"_key\":\"b85c198541bf\",\"_type\":\"span\",\"marks\":[],\"text\":\"By aligning creative efforts with business objectives, embracing experimentation, and fostering collaboration, we can unleash a wave of innovation that resonates with audiences and propels our brands forward. So, as you sip your rosé and soak in the brilliance of Cannes, remember: the future of creativity lies not just in the ideas we generate, but in how we translate those ideas into meaningful, measurable impact that elevates both culture and commerce.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"76ab11bc3ae2\",\"_type\":\"block\",\"children\":[{\"_key\":\"24edec77d802\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Ignite your creative impact!\"},{\"_key\":\"bb5f3c5a00f3\",\"_type\":\"span\",\"marks\":[],\"text\":\" Discover the transformative insights in our Melting Points Guide: \\\"Locking in Loyalty.\\\" Explore how creativity and technology intersect to forge lasting connections and add real value to your customers' lives. Download the guide \"},{\"_key\":\"f2531aef3a40\",\"_type\":\"span\",\"marks\":[\"e195b3e7f33f\"],\"text\":\"here\"},{\"_key\":\"70053e373f4e\",\"_type\":\"span\",\"marks\":[],\"text\":\" to start building deeper loyalty today.\"}],\"markDefs\":[{\"_key\":\"e195b3e7f33f\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/reports-and-guides/melting-points-loyalty\"}],\"style\":\"normal\"},{\"_key\":\"eca733d3c1bf\",\"_type\":\"block\",\"children\":[{\"_key\":\"dd4a3dddc09c\",\"_type\":\"span\",\"marks\":[],\"text\":\"\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"edb5ce1a703b\",\"_type\":\"block\",\"children\":[{\"_key\":\"805a8f0fdd20\",\"_type\":\"span\",\"marks\":[\"strong\",\"em\"],\"text\":\"Forward-Looking Statements\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"25eb5a0a552c\",\"_type\":\"block\",\"children\":[{\"_key\":\"d5d785b34389\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"$37\"},{\"_key\":\"98ae1fdabb53\",\"_type\":\"span\",\"marks\":[],\"text\":\"\\n\"}],\"markDefs\":[],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/60ce3000cfaf7ea502474f4b2ecfef94d7a41ab8-3840x2160.png\",\"publishedDate\":\"2025-06-12T13:01:33.251Z\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-df156eaf253c91944df68310177132185d894065-2400x1256-png\",\"_type\":\"reference\"}},\"pageDescription\":\"Discover tips on how to unleash your creativity using a customer engagement platform\",\"pageTitle\":\"Creativity unleashed: How customer engagement platforms redefine innovation\",\"slug\":{\"_type\":\"slug\",\"current\":\"creativity-unleashed-how-customer-engagement-platforms-redefine-innovation\"}},\"title\":\"Creativity unleashed: How customer engagement platforms redefine innovation\"},{\"_id\":\"c02af90e-dc44-4d09-b999-b8874e788f97\",\"_type\":\"caseStudy\",\"body\":[{\"_key\":\"7e40c892e376\",\"_type\":\"block\",\"children\":[{\"_key\":\"1d3bbfd22ac50\",\"_type\":\"span\",\"marks\":[],\"text\":\"e.l.f. Beauty has \"},{\"_key\":\"1d3bbfd22ac51\",\"_type\":\"span\",\"marks\":[\"1028260b8b9a\"],\"text\":\"experienced remarkable business success in recent years\"},{\"_key\":\"1d3bbfd22ac52\",\"_type\":\"span\",\"marks\":[],\"text\":\". In March 2024, the company achieved a major milestone: Generating over $1 billion in annual net sales. Their growth hasn’t slowed since, with a 40% increase in quarterly net sales noted in their November 2024 earnings report and 23 consecutive quarters of net sales growth.\"}],\"markDefs\":[{\"_key\":\"1028260b8b9a\",\"_type\":\"link\",\"href\":\"https://www.fastcompany.com/91130014/e-l-f-beauty-has-a-playbook-for-nonstop-growth\"}],\"style\":\"normal\"},{\"_key\":\"5487855078b7\",\"_type\":\"block\",\"children\":[{\"_key\":\"abe758aeaac00\",\"_type\":\"span\",\"marks\":[],\"text\":\"The e.l.f. brand’s success can be attributed to several factors, including a nimble digital marketing strategy and an emphasis on community building. Their CRM marketing team—in partnership with their engineering and digital teams—is constantly pushing the envelope to deliver engaging experiences to their customers. To help them achieve their goals today and tomorrow, they leverage Braze and Braze Alloys partner \"},{\"_key\":\"abe758aeaac01\",\"_type\":\"span\",\"marks\":[\"a4d8a4e496cf\"],\"text\":\"Stitch\"},{\"_key\":\"abe758aeaac02\",\"_type\":\"span\",\"marks\":[],\"text\":\" to deliver standout digital experiences to their customers.\"}],\"markDefs\":[{\"_key\":\"a4d8a4e496cf\",\"_type\":\"link\",\"href\":\"https://www.braze.com/partners/solutions-partners/stitch\"}],\"style\":\"normal\"},{\"_key\":\"015fd2274762\",\"_type\":\"block\",\"children\":[{\"_key\":\"95c8902702b60\",\"_type\":\"span\",\"marks\":[],\"text\":\"Additionally, e.l.f.’s loyalty program, Beauty Squad, is an important aspect of the brand’s strategy. With over \"},{\"_key\":\"95c8902702b61\",\"_type\":\"span\",\"marks\":[\"8d80409743d4\"],\"text\":\"5.3 million members\"},{\"_key\":\"95c8902702b62\",\"_type\":\"span\",\"marks\":[],\"text\":\", they continue to invest heavily in their loyalty program across the business, particularly in driving digital engagement and digital sales, which have risen 40% YoY between 2023 and 2024.\"}],\"markDefs\":[{\"_key\":\"8d80409743d4\",\"_type\":\"link\",\"href\":\"https://www.glossy.co/beauty/how-e-l-f-cosmetics-drove-a-125-increase-in-monthly-active-app-users/\"}],\"style\":\"normal\"},{\"_key\":\"d805566bcae2\",\"_type\":\"block\",\"children\":[{\"_key\":\"1aea788df0a50\",\"_type\":\"span\",\"marks\":[],\"text\":\"In 2023, they increased their monthly mobile app usage by 125% over 6 months (from March to September), primarily by unlocking new mobile channels like push notifications to pull customers back into the app, and by leveraging Braze to engage Beauty Squad members through key experiences such as scavenger hunts and a personalized year-in-review campaign.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5ee49c5e0d25\",\"_type\":\"block\",\"children\":[{\"_key\":\"66d3b84785720\",\"_type\":\"span\",\"marks\":[],\"text\":\"Let’s take a closer look at how e.l.f. drives success with their customer engagement program.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"dda986f54356\",\"_type\":\"block\",\"children\":[{\"_key\":\"516faeca7f320\",\"_type\":\"span\",\"marks\":[],\"text\":\"Harnessing the power of Braze\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"10669dc685ef\",\"_type\":\"block\",\"children\":[{\"_key\":\"c8114e7962d80\",\"_type\":\"span\",\"marks\":[],\"text\":\"A key part of e.l.f.’s strategy focuses on forging new paths, taking bold stances, and pushing beyond the limits of what’s been done before. Their CRM team is always looking for ways to unlock new channels, improve existing campaigns, and streamline processes.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"196e0304f056\",\"_type\":\"block\",\"children\":[{\"_key\":\"cdb181a027f40\",\"_type\":\"span\",\"marks\":[],\"text\":\"Since turning to Braze and Stitch, e.l.f. has:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"05065ec70b0a\",\"_type\":\"block\",\"children\":[{\"_key\":\"5fa0565331830\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Unlocked new channels:\"},{\"_key\":\"5fa0565331831\",\"_type\":\"span\",\"marks\":[],\"text\":\" The e.l.f. team recently launched a strategic push primer campaign to increase the number of app users who are opted into push notifications. They trigger IAMs to highly engaged app users, explaining the benefits of their push notifications and encouraging them to opt in—which boasted up to a 23% conversion rate. Push notifications are a great way to pull users to the app for high-value actions such as back-in-stock notifications, order updates, and product reviews. e.l.f. app users who are push-eligible average 500% more sessions per day.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"15c8d1e9355d\",\"_type\":\"richImage\",\"asset\":{\"_ref\":\"image-5899cadc5d0e711771c165596a73993a0b2d9aa8-2400x1210-png\",\"_type\":\"reference\"}},{\"_key\":\"3b53c09f671b\",\"_type\":\"block\",\"children\":[{\"_key\":\"0bcb0040cd4c0\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Reimagined key touchpoints:\"},{\"_key\":\"0bcb0040cd4c1\",\"_type\":\"span\",\"marks\":[],\"text\":\"$38\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2397b15b06cd\",\"_type\":\"block\",\"children\":[{\"_key\":\"d0ebcf227df80\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Optimized team efficiency\"},{\"_key\":\"d0ebcf227df81\",\"_type\":\"span\",\"marks\":[],\"text\":\": Implementing efficiencies for how the team brings their big ideas to life has been another goal for the team this year. One example is their post-purchase journey, a key touchpoint to help drive new customer acquisition and upsells. Depending on the purchase, e.l.f. offers a series of emails educating users on their new products and showcasing related products. Previously, this email series supported four product lines and leveraged nearly 100 email templates. By leveraging Braze features like \"},{\"_key\":\"d0ebcf227df82\",\"_type\":\"span\",\"marks\":[\"4daa2c321c1e\"],\"text\":\"Catalogs\"},{\"_key\":\"d0ebcf227df83\",\"_type\":\"span\",\"marks\":[],\"text\":\" and \"},{\"_key\":\"d0ebcf227df84\",\"_type\":\"span\",\"marks\":[\"f4bd412d57c5\"],\"text\":\"Liquid\"},{\"_key\":\"d0ebcf227df85\",\"_type\":\"span\",\"marks\":[],\"text\":\", the Stitch team rebuilt this campaign with only six email templates while also increasing the number of product lines supported to 16. The simplicity of the new solution offers the e.l.f. team the ability to experiment and optimize this campaign with agility while also being able to incorporate new product launches into the campaign with ease.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"4daa2c321c1e\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/braze-catalogs\"},{\"_key\":\"f4bd412d57c5\",\"_type\":\"link\",\"href\":\"https://www.braze.com/docs/user_guide/personalization_and_dynamic_content/liquid\"}],\"style\":\"normal\"},{\"_key\":\"3c2272591096\",\"_type\":\"richImage\",\"alt\":\"a cell phone with a picture of a bottle of elf bronzing drops on it .\",\"asset\":{\"_ref\":\"image-5d785d126156ea1b33812482681c95efa68be9c6-1200x605-gif\",\"_type\":\"reference\"}},{\"_key\":\"7e0a048d5328\",\"_type\":\"block\",\"children\":[{\"_key\":\"54fac0431ff50\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Creating unique experiences with Braze:\"},{\"_key\":\"54fac0431ff51\",\"_type\":\"span\",\"marks\":[],\"text\":\" One example of how the e.l.f. team set the standard for creative customer engagement was their in-app scavenger hunt, which used \"},{\"_key\":\"54fac0431ff52\",\"_type\":\"span\",\"marks\":[\"d748cebe5a93\"],\"text\":\"in-app messages\"},{\"_key\":\"54fac0431ff53\",\"_type\":\"span\",\"marks\":[],\"text\":\" and \"},{\"_key\":\"54fac0431ff54\",\"_type\":\"span\",\"marks\":[\"8863752bcb36\"],\"text\":\"push notifications\"},{\"_key\":\"54fac0431ff55\",\"_type\":\"span\",\"marks\":[],\"text\":\" to lead customers through a Canvas-orchestrated journey.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"d748cebe5a93\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/reports-and-guides/in-app-messaging\"},{\"_key\":\"8863752bcb36\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/key-push-features\"}],\"style\":\"normal\"},{\"_key\":\"40da9678d6e2\",\"_type\":\"richImage\",\"asset\":{\"_ref\":\"image-2445ecca88bed363b1fec96d525100fca2d12910-2400x1210-png\",\"_type\":\"reference\"}},{\"_key\":\"e91e35515a3b\",\"_type\":\"block\",\"children\":[{\"_key\":\"3e1900bea4de0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Through a series of five push notifications, e.l.f. encouraged their app users to explore the app (and its many features) by offering clues to pages where they could earn points to redeem for products.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"02f0fffe4d7f\",\"_type\":\"block\",\"children\":[{\"_key\":\"f88a11bc871d0\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Expanded key lifecycle moments: \"},{\"_key\":\"f88a11bc871d1\",\"_type\":\"span\",\"marks\":[],\"text\":\"Birthdays are a key opportunity for brands to engage with their customers and offer perks to celebrate the occasion. The e.l.f. team takes advantage of this opportunity to connect with their customers to drive redemption of birthday rewards and other loyalty challenges with email, SMS, in-app messages (IAM), and Braze Content Cards™ across web and mobile. By incorporating Content Cards as another key engagement opportunity, they’ve expanded their abilities to offer personalized experiences and reach customers where they are.\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"845f0f031055\",\"_type\":\"richImage\",\"asset\":{\"_ref\":\"image-1101a7e5c7aafafcbc5bbb9f88a17d0063739215-2400x1210-png\",\"_type\":\"reference\"}},{\"_key\":\"441a0c312874\",\"_type\":\"richImage\",\"alt\":\"a screenshot of the elf beauty squad website\",\"asset\":{\"_ref\":\"image-38e9239b8477231526e87a6d0ffec098e653c4b3-2400x1210-png\",\"_type\":\"reference\"}},{\"_key\":\"059a0496c6a5\",\"_type\":\"block\",\"children\":[{\"_key\":\"5579d4f905d00\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Brought new, innovative campaigns to life:\"},{\"_key\":\"5579d4f905d01\",\"_type\":\"span\",\"marks\":[],\"text\":\"$39\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e90bbffe4f55\",\"_type\":\"richImage\",\"asset\":{\"_ref\":\"image-88b5303053f197e6c8100c1a1edca7e9155689ca-2400x1210-png\",\"_type\":\"reference\"}},{\"_key\":\"ee7eb207555c\",\"_type\":\"block\",\"children\":[{\"_key\":\"d7a46f6bcc9c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Partnership with Stitch\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"8a9b796646a7\",\"_type\":\"block\",\"children\":[{\"_key\":\"ce5e4b0bf5bb0\",\"_type\":\"span\",\"marks\":[],\"text\":\"e.l.f. partnered with Stitch, a Braze partner, in the spring of 2023 as a way to maximize their investment in Braze. Within three weeks of launching the partnership, the Stitch team had already successfully helped e.l.f. launch a new cross-channel journey for a key touchpoint in their customer lifecycle and incorporate push messaging into several existing campaigns. One campaign resulted in an initial 102% increase in engagement. Stitch also proposed an experimentation strategy in Canvas and helped them establish a longer-term roadmap for unlocking new features of Braze and optimizing what they had in place.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"435502f90c25\",\"_type\":\"block\",\"children\":[{\"_key\":\"053e174e2a420\",\"_type\":\"span\",\"marks\":[],\"text\":\"In fall 2024, e.l.f. and Stitch won a \"},{\"_key\":\"053e174e2a421\",\"_type\":\"span\",\"marks\":[\"36b85b4e170e\"],\"text\":\"Braze Torchie Award\"},{\"_key\":\"053e174e2a422\",\"_type\":\"span\",\"marks\":[],\"text\":\" for “Partner Campaign of the Year,” highlighting their work with Beauty Squad.\"}],\"markDefs\":[{\"_key\":\"36b85b4e170e\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/2024-torchie-awards-winners\"}],\"style\":\"normal\"},{\"_key\":\"4b42dd7f6085\",\"_ref\":\"aa29ba1b-d4dd-4cae-b1f0-c086478e5f6c\",\"_type\":\"testimonialReference\"},{\"_key\":\"01c2ecc0385d\",\"_type\":\"block\",\"children\":[{\"_key\":\"1dbcabbbf3370\",\"_type\":\"span\",\"marks\":[],\"text\":\"Key takeaways\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"999c720d5f8b\",\"_type\":\"block\",\"children\":[{\"_key\":\"468587cb974d0\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Get creative!\"},{\"_key\":\"468587cb974d1\",\"_type\":\"span\",\"marks\":[],\"text\":\" There are so many ways to engage your customers creatively. 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