<!DOCTYPE html><html lang="en-us"><head><meta charSet="utf-8"/><meta name="viewport" content="width=device-width, initial-scale=1"/><link rel="stylesheet" href="/_next/static/css/d85d6a0cbc49ff63.css" data-precedence="next"/><link rel="stylesheet" href="/_next/static/css/a53ed4fffe70f1d9.css" data-precedence="next"/><link rel="stylesheet" href="/_next/static/css/ac677f3becdb0fb9.css" data-precedence="next"/><link rel="stylesheet" href="/_next/static/css/6ec5e54ae379e487.css" data-precedence="next"/><link rel="preload" as="script" fetchPriority="low" href="/_next/static/chunks/webpack-2afa656f675362c8.js"/><script src="/_next/static/chunks/1ef81171-aae859132489928d.js" async=""></script><script src="/_next/static/chunks/4678-c4cf65c8a49d50fc.js" async=""></script><script src="/_next/static/chunks/main-app-6197fa6a88b2be67.js" async=""></script><script src="/_next/static/chunks/2574-983010db2095872b.js" async=""></script><script src="/_next/static/chunks/7039-2043547fbf600338.js" async=""></script><script src="/_next/static/chunks/app/%5Blocale%5D/(main)/partners/solutions-partners/%5Bslug%5D/error-dd60d587403470f5.js" async=""></script><script src="/_next/static/chunks/6631-fd5b6182a473af1c.js" async=""></script><script src="/_next/static/chunks/6856-d52b74953b91bb74.js" async=""></script><script src="/_next/static/chunks/5652-d640ca44a84f73bf.js" async=""></script><script src="/_next/static/chunks/1641-f9d0eb4225e5e7bc.js" async=""></script><script src="/_next/static/chunks/3198-7ca9872dc04a0faf.js" async=""></script><script src="/_next/static/chunks/9844-27851a4be1d74e02.js" async=""></script><script src="/_next/static/chunks/app/%5Blocale%5D/layout-5bd778a0401e0622.js" async=""></script><script src="/_next/static/chunks/app/global-error-0a70c5e451e9c961.js" async=""></script><script src="/_next/static/chunks/8576-b68d5fef27b8d29c.js" async=""></script><script src="/_next/static/chunks/5205-77a65f628022e274.js" async=""></script><script src="/_next/static/chunks/7470-509da7ba7859724d.js" async=""></script><script src="/_next/static/chunks/3223-34d5fa9fb7380953.js" async=""></script><script src="/_next/static/chunks/636-5e4c8de26b163781.js" async=""></script><script src="/_next/static/chunks/9482-28845d0d4b186828.js" async=""></script><script src="/_next/static/chunks/1676-f96bfff22fcccc06.js" async=""></script><script src="/_next/static/chunks/app/%5Blocale%5D/(main)/partners/solutions-partners/%5Bslug%5D/page-37a70fb2725bc18c.js" async=""></script><script src="/_next/static/chunks/app/%5Blocale%5D/error-26f382ec1b5fec7e.js" async=""></script><script src="/_next/static/chunks/ffb75e2a-c3d618ad22d03e8e.js" async=""></script><script src="/_next/static/chunks/8718-6ba6eed4aa6c2ce7.js" async=""></script><script src="/_next/static/chunks/4127-8253b833f7ff17fa.js" async=""></script><script src="/_next/static/chunks/5474-34ef9587537a720b.js" async=""></script><script src="/_next/static/chunks/8164-1badc727a0888923.js" async=""></script><script src="/_next/static/chunks/app/%5Blocale%5D/%5B%5B...slug%5D%5D/layout-5495951a5e4c767d.js" async=""></script><link rel="preload" href="https://cdn.cookielaw.org/scripttemplates/otSDKStub.js" as="script"/><link rel="preload" href="https://www.googletagmanager.com/gtm.js?id=GTM-W3ZW3HBZ" as="script"/><link rel="icon" href="/favicon.ico" sizes="any"/><link rel="preconnect" href="https://dev.visualwebsiteoptimizer.com"/><title>Relationship One</title><meta name="description" content="At Relationship One, we empower organizations to modernize their marketing through strategy, technology and data. With a core staff of experienced marketing consultants, integration specialists, data analysts and development gurus, we have a well-respected track record for delivering solutions that meet our customers’ unique business needs. Simply put, we partner with Braze to help brands build lasting relationships with their audiences. Our mission is simple – inspire success."/><meta name="robots" content="index, follow"/><link rel="canonical" href="https://www.braze.com/partners/solutions-partners/relationship-one"/><link rel="alternate" hrefLang="en-us" href="https://www.braze.com/partners/solutions-partners/relationship-one"/><link rel="alternate" hrefLang="x-default" href="https://www.braze.com/partners/solutions-partners/relationship-one"/><meta property="og:title" content="Relationship One"/><meta property="og:description" content="At Relationship One, we empower organizations to modernize their marketing through strategy, technology and data. 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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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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 relationship one" 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/relationship-one">Relationship One</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":"Relationship One","item":"https://www.braze.com/partners/solutions-partners/relationship-one"}]}</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="Relationship One" 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%2F330fa4ab8672637847325bf7587fced5a22cee7f-360x90.png&w=256&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F330fa4ab8672637847325bf7587fced5a22cee7f-360x90.png&w=384&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F330fa4ab8672637847325bf7587fced5a22cee7f-360x90.png&w=384&q=75"/></div><div class="flex flex-col items-start gap-8"><h2 class="max-w-screen-md text-start">Relationship One</h2><div class="flex flex-col gap-3 md:flex-row"></div></div></div><div class="flex w-full flex-col gap-3 sm:w-fit md:flex-row"><a href="https://relationshipone.com/" target="_blank" rel="noreferrer noopener" class="inline-flex items-center justify-center text-center rounded-full transition-colors whitespace-nowrap relative z-10 py-2 px-3 gap-1 font-aribauGrotesk font-bold border border-gray-300 bg-white text-gray-700 shadow-xs hover:bg-gray-50 hover:text-primary-700 active:border-gray-300 active:bg-white active:text-gray-700 disabled:border-gray-200 disabled:bg-white disabled:text-gray-300 h-[37px] w-full text-sm sm:w-fit">View Partner Website</a></div></div></div></div><div class="container py-24"><div class="flex flex-col gap-8 md:flex-row"><aside class="w-full shrink-0 grow-0 basis-full md:w-[280px] md:basis-[280px]"><div class="flex w-full flex-col gap-8 md:sticky md:top-24"><div class="flex flex-col gap-6 rounded-[12px] bg-gray-50 p-6"><div class="flex flex-col gap-2"><h6 class="text-sm uppercase text-gray-600">Verified Partner</h6><span class="w-fit rounded-xl border border-gray-300 bg-white px-3 py-1 text-sm font-bold text-gray-600">Solutions</span></div></div></div></aside><main class="flex shrink-0 grow basis-0 flex-col gap-12"><section class="flex flex-col gap-9"><h3 class="text-display-md font-semibold text-gray-900">What is Relationship One?</h3><div class="flex flex-col gap-6"><p>At Relationship One, we empower organizations to modernize their marketing through strategy, technology and data. With a core staff of experienced marketing consultants, integration specialists, data analysts and development gurus, we have a well-respected track record for delivering solutions that meet our customers’ unique business needs. 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Mobile apps and online banking made it more convenient for consumers to complete everyday tasks, but in the nascent days of digital marketing, account holders weren’t getting the personalized services they needed. \"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2ad22b788064\",\"_type\":\"block\",\"children\":[{\"_key\":\"653d7e8f6f47\",\"_type\":\"span\",\"marks\":[],\"text\":\"Artificial intelligence has changed the landscape of financial marketing. AI can now drive 1:1 personalization that leverages customer data to offer educational content and product recommendations based on the unique needs of every customer. Interest rates are lowering and consumer spending is increasing. Now is the time for marketers to reshape the way they reach consumers, focusing on meaningful conversations with customers that encourage healthy spending and the best product lines for each individual.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"461b92c951ca\",\"_type\":\"block\",\"children\":[{\"_key\":\"4b2ba077449e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Here are three ways marketers can deliver 1:1 personalization and build stronger bonds with customers.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d3a011ccd26b\",\"_type\":\"block\",\"children\":[{\"_key\":\"952421d18276\",\"_type\":\"span\",\"marks\":[],\"text\":\"Upleveling the onboarding process\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"86bc64cdd9c6\",\"_type\":\"block\",\"children\":[{\"_key\":\"1e6dc89bd4e8\",\"_type\":\"span\",\"marks\":[],\"text\":\"According to Accenture, banks have the chance to \"},{\"_key\":\"b34b4370d182\",\"_type\":\"span\",\"marks\":[\"e62e86f56cb5\"],\"text\":\"boost revenue 20% by offering personalized services\"},{\"_key\":\"6b802932472c\",\"_type\":\"span\",\"marks\":[],\"text\":\" and product recommendations. The data collected during the onboarding journey is the foundation to any 1:1 personalization strategy. But \"},{\"_key\":\"4a5a18883e5b\",\"_type\":\"span\",\"marks\":[\"f0f096bf445c\"],\"text\":\"63% of consumers abandon\"},{\"_key\":\"a061567fc51d\",\"_type\":\"span\",\"marks\":[],\"text\":\" the digital onboarding process.\"}],\"markDefs\":[{\"_key\":\"e62e86f56cb5\",\"_type\":\"link\",\"href\":\"https://www.accenture.com/us-en/insights/banking/consumer-study-banking-reignite-human-connections\"},{\"_key\":\"f0f096bf445c\",\"_type\":\"link\",\"href\":\"https://innovatrics.com/trustreport/63-of-customers-abandon-digital-bank-onboarding-is-biometrics-the-solution/#:~:text=In%202016%2C%2040%25%20of%20people,as%2070%25%20in%20some%20countries.\"}],\"style\":\"normal\"},{\"_key\":\"ea94dcd778c6\",\"_type\":\"block\",\"children\":[{\"_key\":\"7c6c59c165c2\",\"_type\":\"span\",\"marks\":[],\"text\":\"Personalization should start with the first onboarding email. Marketers can create surveys that can help understand a customer’s financial goals. They can gamify the onboarding process with personalized updates, helping customers finish filling out their profile, signing up for paperless billing, and even offering personalized early cross-sell opportunities.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"86dbcc69e4bc\",\"_type\":\"block\",\"children\":[{\"_key\":\"7f73aa6c8550\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customers want a simple, frictionless onboarding experience tailored to their financial goals. Anything less and banks are leaving money on the table. When marketers create personalized experiences, they can tailor product recommendations and financial advice, increasing CLV while helping each customer make more informed decisions.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b740c1701730\",\"_type\":\"block\",\"children\":[{\"_key\":\"30b964bf4bde\",\"_type\":\"span\",\"marks\":[],\"text\":\"Artificial intelligence can help solve the problem. Imagine a typical debit card activation email. Marketers want customers to start using their debit card early and often. Marketers can more effectively reach new members with 1:1 campaigns that automatically adapt to the member’s preferences with subject lines, send times, and content all built on a unique customer’s engagement preferences. Doing so can quicken the time to activation and cement a relationship with the customer.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9ceab243fddd\",\"_type\":\"block\",\"children\":[{\"_key\":\"ff0c554d3bb6\",\"_type\":\"span\",\"marks\":[],\"text\":\"Recognizing every customer journey\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"7913b89f963e\",\"_type\":\"block\",\"children\":[{\"_key\":\"268e020f68cd\",\"_type\":\"span\",\"marks\":[],\"text\":\"Digital banking allows every customer to follow the journey that works best for their needs, their money, and their financial plans. For years, marketers attempted to map every possible online journey in hopes of reaching customers where they are and increasing customer satisfaction. And with good reason: \"},{\"_key\":\"711c403a4f9e\",\"_type\":\"span\",\"marks\":[\"d1ace57098fc\"],\"text\":\"McKinsey research\"},{\"_key\":\"efa86b57ec3e\",\"_type\":\"span\",\"marks\":[],\"text\":\" found banks that prioritize customer satisfaction “lead in financial metrics such as total shareholder return, increased growth, and decreased cost.”\"}],\"markDefs\":[{\"_key\":\"d1ace57098fc\",\"_type\":\"link\",\"href\":\"https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/five-ways-to-drive-experience-led-growth-in-banking\"}],\"style\":\"normal\"},{\"_key\":\"5568362d1e8e\",\"_type\":\"block\",\"children\":[{\"_key\":\"7270f9dc2e5c\",\"_type\":\"span\",\"marks\":[],\"text\":\"With the proliferation of digital banking, customer journey mapping feels like a daunting task. The same McKinsey research found that a typical regional bank has more than 1,500 customer journeys across all product and business units. Marketers creating frictionless experiences and personalized touchpoints need technological solutions to manage the sheer number of journeys available. New AI tools are making it possible to design true 1:1 journeys.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a9c6d176eae0\",\"_type\":\"block\",\"children\":[{\"_key\":\"7eab6fc00845\",\"_type\":\"span\",\"marks\":[],\"text\":\"Personalize the customer relationship\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"8fa4796f532f\",\"_type\":\"block\",\"children\":[{\"_key\":\"0bfbc6159fe9\",\"_type\":\"span\",\"marks\":[],\"text\":\"Almost \"},{\"_key\":\"3dc2b8c5116b\",\"_type\":\"span\",\"marks\":[\"0389deeee373\"],\"text\":\"70 percent of banking customers\"},{\"_key\":\"7a55f9eaa4bf\",\"_type\":\"span\",\"marks\":[],\"text\":\" want personalized financial advice. These customers are willing to trade first- and zero-party data for tailored content meant to help them spend, save, and invest better. That provides a pivotal opportunity for marketers. By developing long-term relationships with customers, one built on myriad campaigns and content, marketers build trust and increase customer lifetime value.\"}],\"markDefs\":[{\"_key\":\"0389deeee373\",\"_type\":\"link\",\"href\":\"https://fintechmagazine.com/articles/banking-customers-want-more-personalised-financial-advice\"}],\"style\":\"normal\"},{\"_key\":\"ad53eb1b95f2\",\"_type\":\"block\",\"children\":[{\"_key\":\"f57599ce856f\",\"_type\":\"span\",\"marks\":[],\"text\":\"To give customers the kind of advice they want, marketers must understand the wants and needs of every customer and offer content that helps them meet their financial goals. Say a customer has researched mortgages on their bank’s website. Marketers can create campaigns that automatically send content encouraging the customer to learn more about buying a home.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"24f4d9ca1705\",\"_type\":\"block\",\"children\":[{\"_key\":\"3b3b2b19c9fe\",\"_type\":\"span\",\"marks\":[],\"text\":\"Relationships aren’t always about selling. Sometimes, marketers need to identify a customer’s financial interests and help build trust through personalized advice before offering products. As marketers build trust through 1:1 advice, they also understand how, when and where to offer the right products to customers.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9d9687714606\",\"_type\":\"block\",\"children\":[{\"_key\":\"b5a0876854e8\",\"_type\":\"span\",\"marks\":[],\"text\":\"1:1 personalization with AI decisioning\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"42a2d4a4b8c5\",\"_type\":\"block\",\"children\":[{\"_key\":\"c936954e97ae\",\"_type\":\"span\",\"marks\":[],\"text\":\"Banking customers want personalization across every platform, touchpoint, and digital interaction. As marketers look to scale sophisticated 1:1 personalization, they will inevitably wonder how AI can fit into their tech stack.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f4193c4fccbc\",\"_type\":\"block\",\"children\":[{\"_key\":\"fbacfd97a70f\",\"_type\":\"span\",\"marks\":[],\"text\":\"AI and machine learning (ML) have rapidly evolved as essential tools in a marketer’s arsenal. One common method of using AI models to personalize are called next best action (NBA) models, which combine predictive models and business rules to predict the product to offer or action to suggest to a customer. To validate that their rules are working, marketers run manual A/B or multivariate tests.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"b29a2729b4a4\",\"_type\":\"block\",\"children\":[{\"_key\":\"e208270f138a\",\"_type\":\"span\",\"marks\":[],\"text\":\"As financial services companies begin to recognize the limits of traditional NBA, a new application of ML called AI decisioning has begun to emerge. AI decisioning relies on a different type of ML, reinforcement learning, which is best-fit for making 1:1 decisions. An AI decisioning agent chooses the best action to take for each individual, and then autonomously experiments and continuously learns from future customer actions.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"be7da5ab34db\",\"_type\":\"block\",\"children\":[{\"_key\":\"ede1fe05f63a\",\"_type\":\"span\",\"marks\":[],\"text\":\"To learn more about AI decisioning, \"},{\"_key\":\"ba2bf19297bb\",\"_type\":\"span\",\"marks\":[\"9a4e5703b5cd\"],\"text\":\"read our white paper\"},{\"_key\":\"dfd6f57aa834\",\"_type\":\"span\",\"marks\":[],\"text\":\" on trends in personalization in financial services.\"}],\"markDefs\":[{\"_key\":\"9a4e5703b5cd\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/reports-and-guides/ai-decisioning-financial-services\"}],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/ff97e513ee1279663826e63cc3ba3198b969f764-2400x1600.png\",\"publishedDate\":\"2025-09-16T12:00:00.000Z\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-518e103c9218d89590d3d994ef63c5733b538d20-2400x1256-png\",\"_type\":\"reference\"}},\"pageDescription\":\"Artificial intelligence has changed the landscape of financial marketing. Now is the time for marketers to reshape the way they reach consumers, focusing on meaningful conversations with customers that encourage healthy spending and the best product lines for each individual.\",\"pageTitle\":\"3 ways banks can strengthen customer relationships with 1:1 personalization | Braze\",\"slug\":{\"_type\":\"slug\",\"current\":\"3-ways-banks-can-strengthen-customer-relationships-with-1-1-personalization\"}},\"title\":\"3 ways banks can strengthen customer relationships with 1:1 personalization\"},{\"_id\":\"0bfc4f91-af4b-4e49-bd1b-eae254082df4\",\"_type\":\"blogPost\",\"body\":[{\"_key\":\"14ee4c0a95b0\",\"_type\":\"block\",\"children\":[{\"_key\":\"04bd495f8f32\",\"_type\":\"span\",\"marks\":[],\"text\":\"A new customer signs up. They’re curious, motivated, ready to see what your product can do. But instead of a smooth introduction, they hit a wall: Clunky forms, vague guidance, a confusing path forward. Enthusiasm fades, and just like that—you’ve lost a valuable opportunity to build a lasting relationship.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e3c29a02e64d\",\"_type\":\"block\",\"children\":[{\"_key\":\"edc252c3ec90\",\"_type\":\"span\",\"marks\":[],\"text\":\"This kind of friction isn’t just frustrating for users. It’s costly for your business.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8de5d72ee362\",\"_type\":\"block\",\"children\":[{\"_key\":\"6595114f89fb\",\"_type\":\"span\",\"marks\":[],\"text\":\"Manual onboarding workflows can’t often keep pace with user expectations or team capacity. They often miss the mark when it comes to timing, relevance, and personalization. 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The goal of onboarding is to help customers understand how to use the product, app, or services effectively, ensuring they derive maximum value from it and fostering a positive relationship from the outset.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d0f14ba227fb\",\"_type\":\"block\",\"children\":[{\"_key\":\"5669fcf666c8\",\"_type\":\"span\",\"marks\":[],\"text\":\"Done well, onboarding builds confidence and trust. It turns curiosity into habit, and first-time users into long-term customers. 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Think welcome messages that adapt based on user behavior, or \"},{\"_key\":\"cf35b8aa1abe\",\"_type\":\"span\",\"marks\":[\"94fdbcbb5fe6\"],\"text\":\"email sequences\"},{\"_key\":\"7f430b734d34\",\"_type\":\"span\",\"marks\":[],\"text\":\" that adjust depending on whether someone’s completed key milestones. Automated flows can walk users through setup, collect important profile data, offer in-app tips, and even highlight the next best action.\"}],\"markDefs\":[{\"_key\":\"94fdbcbb5fe6\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/drip-campaign\"}],\"style\":\"normal\"},{\"_key\":\"b119be7e7285\",\"_type\":\"block\",\"children\":[{\"_key\":\"abe685c873ff\",\"_type\":\"span\",\"marks\":[],\"text\":\"Once set up, these onboarding journeys are triggered by user behavoir—not manually sent.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ea6785f63e15\",\"_type\":\"anchor\",\"anchorId\":\"benefits\"},{\"_key\":\"b154af8529fa\",\"_type\":\"block\",\"children\":[{\"_key\":\"202e1dae959f\",\"_type\":\"span\",\"marks\":[],\"text\":\"The benefits of automated customer onboarding\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"68044915c087\",\"_type\":\"block\",\"children\":[{\"_key\":\"184438653b9f\",\"_type\":\"span\",\"marks\":[],\"text\":\"An automated onboarding process helps to create better first impressions at scale. When you build onboarding flows that respond to user behavior in real time, you make the experience feel personal, even when it’s fully automated.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bb2063a11d7e\",\"_type\":\"block\",\"children\":[{\"_key\":\"e781ea10de19\",\"_type\":\"span\",\"marks\":[],\"text\":\"Here’s what you gain when you automate onboarding thoughtfully:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4dd1ec99f73d\",\"_type\":\"block\",\"children\":[{\"_key\":\"63cc1971ede3\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Faster time to value\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"03787e9a0c05\",\"_type\":\"block\",\"children\":[{\"_key\":\"7bb1f5171139\",\"_type\":\"span\",\"marks\":[],\"text\":\"Guide users to their first success sooner. Automated workflows keep things moving, helping customers complete key steps without unnecessary delays or confusion. They also can adapt to each user, making the experience feel tailored to them.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1538b70da585\",\"_type\":\"block\",\"children\":[{\"_key\":\"a7248f786673\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Consistency across the board\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"98f1fa611889\",\"_type\":\"block\",\"children\":[{\"_key\":\"9edb852adf0b\",\"_type\":\"span\",\"marks\":[],\"text\":\"Each new customer can get a high-quality experience, no matter when they join or who’s available to support them.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9a81b4605484\",\"_type\":\"block\",\"children\":[{\"_key\":\"530dabf4069c\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Smarter use of your team’s time\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"20479e1b0cfa\",\"_type\":\"block\",\"children\":[{\"_key\":\"bb3fae8c111b\",\"_type\":\"span\",\"marks\":[],\"text\":\"By taking repetitive tasks like campaign building, email scheduling, or message sending off your team’s plate, you free them up to focus on more strategic interactions.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"47b2438625df\",\"_type\":\"block\",\"children\":[{\"_key\":\"3f8d5b1a5a8c\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"More satisfied customers\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"dc0580454c6b\",\"_type\":\"block\",\"children\":[{\"_key\":\"a3d3c08c4652\",\"_type\":\"span\",\"marks\":[],\"text\":\"Clear, timely \"},{\"_key\":\"fea568c862f7\",\"_type\":\"span\",\"marks\":[\"46c84154a2c5\"],\"text\":\"onboarding helps reduce friction\"},{\"_key\":\"bde1e51de378\",\"_type\":\"span\",\"marks\":[],\"text\":\" from the start. And when users feel supported and in control, they’re far more likely to stick around, directly impacting customer retention. It’s a win-win for your users and your team.\"}],\"markDefs\":[{\"_key\":\"46c84154a2c5\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/5-onboarding-questions-1\"}],\"style\":\"normal\"},{\"_key\":\"e661ebd90820\",\"_type\":\"anchor\",\"anchorId\":\"tips\"},{\"_key\":\"13eead9ca572\",\"_type\":\"block\",\"children\":[{\"_key\":\"ed9c5e707a13\",\"_type\":\"span\",\"marks\":[],\"text\":\"Practical tips for an automated customer onboarding process\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"659a401724e5\",\"_type\":\"block\",\"children\":[{\"_key\":\"5a1b866e4003\",\"_type\":\"span\",\"marks\":[\"3194c8bc64e9\"],\"text\":\"Automated onboarding\"},{\"_key\":\"5b51b208617f\",\"_type\":\"span\",\"marks\":[],\"text\":\" is building smart, responsive flows that adapt to your users in real time. Here’s how to make that happen.\"}],\"markDefs\":[{\"_key\":\"3194c8bc64e9\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/get-it-right-from-the-start-onboarding-campaign\"}],\"style\":\"normal\"},{\"_key\":\"9fe7a2efa1f9\",\"_type\":\"block\",\"children\":[{\"_key\":\"51e86118dab5\",\"_type\":\"span\",\"marks\":[],\"text\":\"1. Define what success looks like\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"f1f2bd2e2097\",\"_type\":\"block\",\"children\":[{\"_key\":\"afd60f543607\",\"_type\":\"span\",\"marks\":[],\"text\":\"Before you build anything, get clear on the outcomes you want. Do new users need to complete setup, explore key features, or hit their first value moment? Really pin down what success means for your customers, and how you’ll measure it. These goals will shape what follows.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f9b4e1603aff\",\"_type\":\"block\",\"children\":[{\"_key\":\"57a80ddc0783\",\"_type\":\"span\",\"marks\":[],\"text\":\"2. Map the journey\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"521737a5a417\",\"_type\":\"block\",\"children\":[{\"_key\":\"9866e2b57fed\",\"_type\":\"span\",\"marks\":[],\"text\":\"Start by sketching out your current onboarding experience, from signup to full product adoption. Identify the milestones, moments of friction, and common drop-off points. Look at it from the user’s perspective: What are they trying to do at each stage? Who’s involved? What might slow them down?\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"417b68144aa9\",\"_type\":\"block\",\"children\":[{\"_key\":\"8b676854e019\",\"_type\":\"span\",\"marks\":[],\"text\":\"If you serve multiple customer segments, you can build \"},{\"_key\":\"f7372d2572e6\",\"_type\":\"span\",\"marks\":[\"524e8b03071e\"],\"text\":\"tailored journeys\"},{\"_key\":\"f12f9819babb\",\"_type\":\"span\",\"marks\":[],\"text\":\" for each one. Personalization starts with understanding.\"}],\"markDefs\":[{\"_key\":\"524e8b03071e\",\"_type\":\"link\",\"href\":\"https://www.braze.com/product/journey-orchestration\"}],\"style\":\"normal\"},{\"_key\":\"70e98257267b\",\"_type\":\"block\",\"children\":[{\"_key\":\"d80ea8a3e2ad\",\"_type\":\"span\",\"marks\":[],\"text\":\"3. Tailor journeys to the users\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"6baf8b33106a\",\"_type\":\"block\",\"children\":[{\"_key\":\"a580a344dcea\",\"_type\":\"span\",\"marks\":[],\"text\":\"Segment your users based on needs or behavior, then tailor each flow with targeted messages, product tours, or nudges that speak directly to where they are. For example, \"},{\"_key\":\"e78d0f46cc38\",\"_type\":\"span\",\"marks\":[\"a24df23d562a\"],\"text\":\"Braze Action Paths\"},{\"_key\":\"3fdceb9b3712\",\"_type\":\"span\",\"marks\":[],\"text\":\" allow you to dynamically guide users based on their behaviors. This feature allows you to customize user paths based on specific actions, such as engagement events or custom events.\"}],\"markDefs\":[{\"_key\":\"a24df23d562a\",\"_type\":\"link\",\"href\":\"https://www.braze.com/docs/user_guide/engagement_tools/canvas/canvas_components/experiment_step/personalized_paths/#how-personalized-paths-works\"}],\"style\":\"normal\"},{\"_key\":\"38d437fd6442\",\"_type\":\"block\",\"children\":[{\"_key\":\"4df62e6ef6f7\",\"_type\":\"span\",\"marks\":[],\"text\":\"4. Build intuitive workflows\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"7df7b78a6d2e\",\"_type\":\"block\",\"children\":[{\"_key\":\"720979a879a7\",\"_type\":\"span\",\"marks\":[],\"text\":\"With tools in place, it’s time to connect the dots. Design \"},{\"_key\":\"4bedba94772a\",\"_type\":\"span\",\"marks\":[\"3391827062e7\"],\"text\":\"workflows that feel seamless\"},{\"_key\":\"c2fb24be8fa0\",\"_type\":\"span\",\"marks\":[],\"text\":\" to your users and make logical sense internally. Set up clear triggers—like a completed form or a missed milestone—to move users through different paths. Use conditional logic (if this, then that) to adapt the experience in real time, so it stays relevant and helpful throughout.\"}],\"markDefs\":[{\"_key\":\"3391827062e7\",\"_type\":\"link\",\"href\":\"https://www.braze.com/product/journey-orchestration\"}],\"style\":\"normal\"},{\"_key\":\"232ec5e1193b\",\"_type\":\"block\",\"children\":[{\"_key\":\"383e36ce067a\",\"_type\":\"span\",\"marks\":[],\"text\":\"Don’t forget the human touches: a warm welcome message, a timely nudge, a clear progress tracker. These details turn automation into experience.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bcca8c25c48e\",\"_type\":\"block\",\"children\":[{\"_key\":\"0f7884a431e2\",\"_type\":\"span\",\"marks\":[],\"text\":\"5. Test before you scale\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"d57f8d665004\",\"_type\":\"block\",\"children\":[{\"_key\":\"9522a968d9e2\",\"_type\":\"span\",\"marks\":[],\"text\":\"You can launch a pilot with a small group of users and gather honest feedback. Where are they hesitating? What feels clunky? Use that input to fine-tune the flow before you roll it out more broadly.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"63864f01b039\",\"_type\":\"block\",\"children\":[{\"_key\":\"8365d734a493\",\"_type\":\"span\",\"marks\":[],\"text\":\"7. Measure, learn, and iterate\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"3d634eb26284\",\"_type\":\"block\",\"children\":[{\"_key\":\"4adfd0e455a4\",\"_type\":\"span\",\"marks\":[],\"text\":\"Once your automated onboarding is live, track the right metrics—time to value, activation rate, retention rate, for example. Combine usage data with qualitative feedback to see what’s working and what’s not. Then adjust. Optimization isn’t a one-time task; it’s part of building an onboarding experience that keeps getting better.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2d9926a517bd\",\"_type\":\"anchor\",\"anchorId\":\"best-practices\"},{\"_key\":\"ccfd9c9d3fb4\",\"_type\":\"block\",\"children\":[{\"_key\":\"6d4809e98576\",\"_type\":\"span\",\"marks\":[],\"text\":\"Best practices for automated onboarding process\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"8d31d2dd07bb\",\"_type\":\"block\",\"children\":[{\"_key\":\"ea3fb573f7c3\",\"_type\":\"span\",\"marks\":[],\"text\":\"Building an automated onboarding experience that works for both your team and your customers means getting the details right. When done thoughtfully, and with \"},{\"_key\":\"cced4cffe497\",\"_type\":\"span\",\"marks\":[\"f100de16e6f2\"],\"text\":\"best practices\"},{\"_key\":\"f11b63f50834\",\"_type\":\"span\",\"marks\":[],\"text\":\" in mind, automation makes onboarding faster, clearer, and more relevant.\"}],\"markDefs\":[{\"_key\":\"f100de16e6f2\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/10-point-mobile-onboarding-checklist\"}],\"style\":\"normal\"},{\"_key\":\"afc99c2bb5b9\",\"_type\":\"block\",\"children\":[{\"_key\":\"4ca57860bea1\",\"_type\":\"span\",\"marks\":[],\"text\":\"Here are three key areas to focus on:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ff0e8a227ce3\",\"_type\":\"block\",\"children\":[{\"_key\":\"54f139651f1f\",\"_type\":\"span\",\"marks\":[],\"text\":\"1. Personalize wherever it counts\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"f75f12403d12\",\"_type\":\"block\",\"children\":[{\"_key\":\"d9e9678f96f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Great onboarding doesn’t treat everyone the same. Use segmentation to target the right audience, and then dynamic personalize tools to tailor content based on past purchases, previous engagement, customer preferences, and more.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"cd52a9a45842\",\"_type\":\"block\",\"children\":[{\"_key\":\"d3ee3b1d646f\",\"_type\":\"span\",\"marks\":[],\"text\":\"The goal is to customize welcome messages, product walkthroughs, and milestones to reflect each user’s journey. The more aligned the experience feels to a customer’s goals, the more likely they are to stay engaged, leading to increased customer satisfaction and longer retention.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"afd9da9bd3d3\",\"_type\":\"block\",\"children\":[{\"_key\":\"f2d1371533cf\",\"_type\":\"span\",\"marks\":[],\"text\":\"2. Communicate clearly and consistently\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"734251d2ce72\",\"_type\":\"block\",\"children\":[{\"_key\":\"c69125464093\",\"_type\":\"span\",\"marks\":[],\"text\":\"Each automated message should have a purpose. Set up touchpoints that guide users through each stage of onboarding, from what they’ve already done to what’s coming next. Use \"},{\"_key\":\"5b0916e4fb3e\",\"_type\":\"span\",\"marks\":[\"cbc8c58a2b6b\"],\"text\":\"in-app messaging\"},{\"_key\":\"c76531939ff6\",\"_type\":\"span\",\"marks\":[],\"text\":\" or email, for example, to help customers track their own progress and feel in control.\"}],\"markDefs\":[{\"_key\":\"cbc8c58a2b6b\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/in-app-messages-across-platforms\"}],\"style\":\"normal\"},{\"_key\":\"132810e2cc93\",\"_type\":\"block\",\"children\":[{\"_key\":\"200fe6746efb\",\"_type\":\"span\",\"marks\":[],\"text\":\"Transparency builds trust, especially when users know where to go for help or what to expect next. Keep your language clear, friendly, and free from jargon. Customers should never feel lost in the process.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d38108d16105\",\"_type\":\"block\",\"children\":[{\"_key\":\"b14e3a4532f8\",\"_type\":\"span\",\"marks\":[],\"text\":\"3. Keep improving with real-time insights\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"44483d8eea33\",\"_type\":\"block\",\"children\":[{\"_key\":\"7ceadb6a83ac\",\"_type\":\"span\",\"marks\":[],\"text\":\"Automation doesn’t stop at launch. Monitor how your onboarding flows are performing by tracking key metrics, such as time to value, task completion rates, engagement drop-offs, retention rates. Use those insights to fine-tune the experience over time.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9aeb94f68927\",\"_type\":\"block\",\"children\":[{\"_key\":\"d14bcc3d466c\",\"_type\":\"span\",\"marks\":[],\"text\":\"Look at where users get stuck, which segments are lagging, or what content is underperforming. Small adjustments can lead to big gains, especially when they’re driven by real behavior, not assumptions.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1b82ceb7de25\",\"_type\":\"anchor\",\"anchorId\":\"examples\"},{\"_key\":\"f6ebfcb8833a\",\"_type\":\"block\",\"children\":[{\"_key\":\"15fb8165c49e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Real-world examples of customer onboarding automation using Braze\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"9deb33f6a74a\",\"_type\":\"block\",\"children\":[{\"_key\":\"abae7598a381\",\"_type\":\"span\",\"marks\":[],\"text\":\"Bite-sized wins: How Grubhub delivered more with smarter onboarding\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"7c189852a9ce\",\"_type\":\"block\",\"children\":[{\"_key\":\"99ef3a766783\",\"_type\":\"span\",\"marks\":[\"e0ed1d910b5e\"],\"text\":\"Grubhub\"},{\"_key\":\"3bdb8297d2bd\",\"_type\":\"span\",\"marks\":[],\"text\":\", a leading online food delivery service, connects diners with over 365,000 restaurant partners across more than 4,000 US cities. Beyond traditional food delivery, Grubhub collaborates with over 300 college campuses to offer tailored dining experiences to students through its Grubhub Campus program.\"}],\"markDefs\":[{\"_key\":\"e0ed1d910b5e\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/grubhub-onboarding-case-study\"}],\"style\":\"normal\"},{\"_key\":\"4f3c6a83474e\",\"_type\":\"block\",\"children\":[{\"_key\":\"a2d8ad3d7b57\",\"_type\":\"span\",\"marks\":[],\"text\":\"The challenge\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"8d3f7aa5dc31\",\"_type\":\"block\",\"children\":[{\"_key\":\"1a71eb09f76e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Despite the benefits of the Grubhub Campus program, student enrollment rates were low. Many students initiated but did not complete the onboarding process, indicating a disconnect in communicating the program's value effectively.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"091719295d18\",\"_type\":\"block\",\"children\":[{\"_key\":\"fb5b85ac0e08\",\"_type\":\"span\",\"marks\":[],\"text\":\"The solution\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"7be16077ef72\",\"_type\":\"block\",\"children\":[{\"_key\":\"f49a6be339c5\",\"_type\":\"span\",\"marks\":[],\"text\":\"Grubhub leveraged \"},{\"_key\":\"73cebfe96e0b\",\"_type\":\"span\",\"marks\":[\"18db73547938\"],\"text\":\"Braze Canvas\"},{\"_key\":\"30102aa72cf8\",\"_type\":\"span\",\"marks\":[],\"text\":\", to create a multi-stage \\\"Welcome Stream\\\" campaign aimed at enhancing the onboarding experience for students. This automated, \"},{\"_key\":\"c4fe30fcda61\",\"_type\":\"span\",\"marks\":[\"b4bb15bcfa83\"],\"text\":\"cross-channel strategy\"},{\"_key\":\"38cbc45b7c58\",\"_type\":\"span\",\"marks\":[],\"text\":\" utilized personalized emails and push notifications over a 30-day period to guide students through the onboarding process, clearly highlighting the benefits of the Grubhub Campus program.\"}],\"markDefs\":[{\"_key\":\"18db73547938\",\"_type\":\"link\",\"href\":\"https://www.braze.com/docs/user_guide/engagement_tools/canvas\"},{\"_key\":\"b4bb15bcfa83\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/onboarding-messages-example\"}],\"style\":\"normal\"},{\"_key\":\"7d1fe1069b9e\",\"_type\":\"richImage\",\"alt\":\"Three mobile phone screens display Grubhub app promotions for students, featuring Grubhub+ benefits and campus card integration.\",\"asset\":{\"_ref\":\"image-3000e81a696eb5a6e4a0d5fff3aed9585495a0d1-2400x1300-png\",\"_type\":\"reference\"}},{\"_key\":\"3212d2188119\",\"_type\":\"block\",\"children\":[{\"_key\":\"821c03232ae5\",\"_type\":\"span\",\"marks\":[],\"text\":\"The Results\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"90a641cd41bb\",\"_type\":\"block\",\"children\":[{\"_key\":\"964c1b763813\",\"_type\":\"span\",\"marks\":[],\"text\":\"To measure success, Grubhub used Braze Alloys technology partner \"},{\"_key\":\"addefdb05d86\",\"_type\":\"span\",\"marks\":[\"d5528922031a\"],\"text\":\"Amplitude\"},{\"_key\":\"822aca2c0156\",\"_type\":\"span\",\"marks\":[],\"text\":\" to help measure success. 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This data is tracked with internal systems and tools that are not independently verified by any third party, and is accordingly subject to adjustment. 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Such use should not be construed as an endorsement of the products or services of us.\"}],\"markDefs\":[],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/9be4f3e143020a859db01915106ac745c35bccf4-3840x2160.png\",\"publishedDate\":\"2026-02-09T22:09:50.898Z\",\"seo\":{\"includeInLlmsTxt\":false,\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-2de49ab9c26428952ca58de01133782dedac8c8d-2400x1256-png\",\"_type\":\"reference\"}},\"pageDescription\":\"During this year's American football championship game, the Braze platform was used to send more than 2.4 billion messages with 100% uptime, helping leading brands connect with their users when it mattered most, without a hitch.\",\"pageTitle\":\"How Braze supports leading brands during the big game\",\"slug\":{\"_type\":\"slug\",\"current\":\"2026-big-game-messaging-volumes\"}},\"title\":\"2.4+ billion sends, zero fumbles: How Braze supports leading brands during the big game\"},{\"_id\":\"283a8bdf-4b7e-4a2b-ad85-f53910c0c3a2\",\"_type\":\"blogPost\",\"body\":[{\"_key\":\"4e40ac86bfb9\",\"_type\":\"block\",\"children\":[{\"_key\":\"7db8da0e0f1d\",\"_type\":\"span\",\"marks\":[],\"text\":\"Every shopper expects brands to recognize them as individuals. 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Retail and eCommerce brands that add a second messaging channel see \"},{\"_key\":\"7ab44dcf79e5\",\"_type\":\"span\",\"marks\":[\"b0b0b63b81f9\",\"strong\"],\"text\":\"4.5X gains in purchases per user\"},{\"_key\":\"0aa877d569ac\",\"_type\":\"span\",\"marks\":[],\"text\":\", showing just how powerful consistent personalization can be.\"}],\"markDefs\":[{\"_key\":\"b0b0b63b81f9\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/the-state-of-customer-engagement-for-retail-and-ecommerce-brands-in-2023\"}],\"style\":\"normal\"},{\"_key\":\"2ae557853f17\",\"_type\":\"block\",\"children\":[{\"_key\":\"29e739e2456c\",\"_type\":\"span\",\"marks\":[],\"text\":\"This guide explores how AI-powered personalization works across the full customer journey, the tools that make it possible, and how brands use Braze to create \"},{\"_key\":\"095820004a02\",\"_type\":\"span\",\"marks\":[\"0f5a6fff85a5\"],\"text\":\"experiences that feel personal at any 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It uses real-time data to make every interaction feel like a one-to-one conversation rather than a broadcast.\"}],\"markDefs\":[{\"_key\":\"b0ab063f4c35\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/shopify-new-era-ecommerce\"}],\"style\":\"normal\"},{\"_key\":\"ad1504e55ccd\",\"_type\":\"block\",\"children\":[{\"_key\":\"b1a9e98e3617\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer journey personalization can take many forms: a homepage that highlights products someone genuinely wants, a message that reconnects them with an item they almost purchased, or an offer that appears at exactly the right moment in their journey. These moments create recognition and relevance—two qualities that build emotional connection and long-term loyalty.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"415c69942b52\",\"_type\":\"block\",\"children\":[{\"_key\":\"331f0330b66a\",\"_type\":\"span\",\"marks\":[],\"text\":\"AI brings greater precision to that process. With streaming data and predictive modeling, brands can interpret subtle shifts in behavior and respond instantly. Personalization becomes an ongoing exchange that deepens trust, strengthens relationships, and extends customer lifetime value across every channel.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e7c7dae1fc56\",\"_type\":\"anchor\",\"anchorId\":\"shift\"},{\"_key\":\"cb1b81009456\",\"_type\":\"block\",\"children\":[{\"_key\":\"df97713b0952\",\"_type\":\"span\",\"marks\":[],\"text\":\"The shift from manual segmentation to AI-driven personalization and customization in eCommerce\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"133b33faa1ed\",\"_type\":\"block\",\"children\":[{\"_key\":\"d711e655b9f9\",\"_type\":\"span\",\"marks\":[],\"text\":\"Personalization once meant sorting customers into broad groups and sending each group a version of the same message. It worked, but only up to a point. 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Together they help brands gather insight, understand each customer’s context, and communicate in ways that make sense to the individual.\"}],\"markDefs\":[{\"_key\":\"d27734ddf361\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/b2c-personalization\"}],\"style\":\"normal\"},{\"_key\":\"6b5accb84872\",\"_type\":\"block\",\"children\":[{\"_key\":\"23195abffab0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Data collection and streaming\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"f4e621052344\",\"_type\":\"block\",\"children\":[{\"_key\":\"c0b5aa6d4ae2\",\"_type\":\"span\",\"marks\":[],\"text\":\"Understanding how people interact with your brand across channels and moments is where personalization begins. 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Tools like Personalized Paths and Personalized Variant learn from behavior and context to identify what each customer is most likely to value next—whether that’s an offer, product, or message.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ab9a3f3dc7bf\",\"_type\":\"block\",\"children\":[{\"_key\":\"59ce76b48ed3\",\"_type\":\"span\",\"marks\":[],\"text\":\"Instead of designing every possibility manually, marketers can guide the experience while AI optimizes it in the background, creating smoother, more intuitive journeys that encourage people to engage and return.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"923384349b4e\",\"_type\":\"anchor\",\"anchorId\":\"examples\"},{\"_key\":\"559a35cfa434\",\"_type\":\"block\",\"children\":[{\"_key\":\"ca74fd01136c\",\"_type\":\"span\",\"marks\":[],\"text\":\"eCommerce personalization examples and use cases\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"ed7726ef0b08\",\"_type\":\"block\",\"children\":[{\"_key\":\"08fecf39d7d9\",\"_type\":\"span\",\"marks\":[],\"text\":\"Personalization makes the biggest impact when it improves real moments in a customer’s journey. From recovering abandoned carts to nurturing repeat engagement, these use cases show how data, timing, and context can turn everyday interactions into lasting connections.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6dc32e82dc5d\",\"_type\":\"block\",\"children\":[{\"_key\":\"2d4054cc6a87\",\"_type\":\"span\",\"marks\":[],\"text\":\"Abandoned cart recovery with dynamic content\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"f59c3a3c26fa\",\"_type\":\"block\",\"children\":[{\"_key\":\"22960b4e9143\",\"_type\":\"span\",\"marks\":[],\"text\":\"When someone adds items to their cart but doesn’t check out, the BrazeAI Decisioning Studio™ uses behavioral and session data to recognize that pause in activity. Rather than sending a blanket reminder, it analyzes what stage the shopper reached and recommends the most relevant follow-up—such as a nudge about limited stock, a free-shipping message, or a product alternative.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"acefe9695282\",\"_type\":\"block\",\"children\":[{\"_key\":\"17cc5edf0541\",\"_type\":\"span\",\"marks\":[],\"text\":\"Dynamic content then personalizes that message in real time, displaying the exact items left behind or complementary products that make sense for that shopper. The tone stays helpful and conversational, giving people an easy reason to return.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"153397a01df1\",\"_type\":\"block\",\"children\":[{\"_key\":\"3db290a5daf7\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Example use case: Abandoned cart win-back\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"b6f6e11440a7\",\"_type\":\"block\",\"children\":[{\"_key\":\"da9e99ad5d5e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer leaves items in cart → trigger personalized email with product image and direct link to checkout\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"17ebc7b61fef\",\"_type\":\"block\",\"children\":[{\"_key\":\"7b3fa2eff5bd\",\"_type\":\"span\",\"marks\":[],\"text\":\"24 hours later → send push notification with gentle reminder or stock alert\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"371498f0a5e1\",\"_type\":\"block\",\"children\":[{\"_key\":\"720ceff5c04f\",\"_type\":\"span\",\"marks\":[],\"text\":\"48 hours later → follow up with an in-app message offering free shipping or a small incentive\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1ed015aa0325\",\"_type\":\"block\",\"children\":[{\"_key\":\"77463e89ef17\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Opportunity\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"496b4b474286\",\"_type\":\"block\",\"children\":[{\"_key\":\"0a1706fb7e60\",\"_type\":\"span\",\"marks\":[],\"text\":\"High cart-abandonment rates limit revenue potential and weaken conversion performance.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ca6924d7c527\",\"_type\":\"block\",\"children\":[{\"_key\":\"260606bb42b9\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Strategy\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"26d4fd3a008c\",\"_type\":\"block\",\"children\":[{\"_key\":\"2b4a7bf7b7c8\",\"_type\":\"span\",\"marks\":[],\"text\":\"Use real-time triggers to follow up with tailored messages across email, push, and in-app. Focus on helpful reminders and relevant value rather than discounts alone.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a98c5bd4d575\",\"_type\":\"block\",\"children\":[{\"_key\":\"81fc78474bee\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Outcome\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"ae09dfad860e\",\"_type\":\"block\",\"children\":[{\"_key\":\"df6cff9412e2\",\"_type\":\"span\",\"marks\":[],\"text\":\"Recover missed purchases while strengthening trust by responding to intent quickly and respectfully.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1dff8413fa9a\",\"_type\":\"block\",\"children\":[{\"_key\":\"34077add5dda\",\"_type\":\"span\",\"marks\":[],\"text\":\"Predictive offer selection\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"23b1ca9541e0\",\"_type\":\"block\",\"children\":[{\"_key\":\"ee5e205a6ea5\",\"_type\":\"span\",\"marks\":[],\"text\":\"Different customers are motivated by different kinds of value. Predictive AI helps brands understand what type of offer each person is most likely to respond to, based on their engagement and purchase history.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"502758ff16e5\",\"_type\":\"block\",\"children\":[{\"_key\":\"9198e3d5bf75\",\"_type\":\"span\",\"marks\":[],\"text\":\"For example, Braze Predictive Suite can identify when someone is price-sensitive, loyalty-driven, or exploring new categories, then tailor the next offer accordingly. One customer might receive early access to a collection while another might get bonus points toward their next purchase. Each incentive is shaped by insight, not assumption.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"50d9763e6939\",\"_type\":\"block\",\"children\":[{\"_key\":\"608b10c456a4\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Example use case: Predictive incentive campaign\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"22ac819c5abf\",\"_type\":\"block\",\"children\":[{\"_key\":\"9a006a47d86b\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer browses a new category → predictive model selects a relevant offer type (discount, early access, or bundle suggestion)\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d77f810cb19a\",\"_type\":\"block\",\"children\":[{\"_key\":\"3ee6a3fe7342\",\"_type\":\"span\",\"marks\":[],\"text\":\"Model refreshes weekly → automatically adjusts campaign parameters based on response data\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4d337797b733\",\"_type\":\"block\",\"children\":[{\"_key\":\"66800d582d33\",\"_type\":\"span\",\"marks\":[],\"text\":\"High-engagement customers → receive exclusive previews instead of price-based offers\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"49eaa3e43e44\",\"_type\":\"block\",\"children\":[{\"_key\":\"09aad4ffc7b2\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Opportunity\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"0cbd4078b3ff\",\"_type\":\"block\",\"children\":[{\"_key\":\"7447c17063b7\",\"_type\":\"span\",\"marks\":[],\"text\":\"Generic discounts erode margin and fail to build loyalty.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"901a4dee6c1e\",\"_type\":\"block\",\"children\":[{\"_key\":\"d2db35d151f1\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Strategy\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"c8259533dc67\",\"_type\":\"block\",\"children\":[{\"_key\":\"2384a33b7372\",\"_type\":\"span\",\"marks\":[],\"text\":\"Leverage Braze Predictive Suite to assign offers based on behavioral signals and past engagement, rewarding loyalty and curiosity in different ways.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c2c30be63670\",\"_type\":\"block\",\"children\":[{\"_key\":\"5ee5d304cc62\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Outcome\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"c84c3664e028\",\"_type\":\"block\",\"children\":[{\"_key\":\"ac3fa445d1c7\",\"_type\":\"span\",\"marks\":[],\"text\":\"Increase conversion efficiency, preserve profitability, and deliver offers that feel fair and personally relevant.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"dd16221fd8dd\",\"_type\":\"block\",\"children\":[{\"_key\":\"be4d4f00c03c\",\"_type\":\"span\",\"marks\":[],\"text\":\"Hyper-personalized post-purchase journeys\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"3195cbf036dc\",\"_type\":\"block\",\"children\":[{\"_key\":\"5b8aa12e854d\",\"_type\":\"span\",\"marks\":[],\"text\":\"The experience after a purchase shapes long-term loyalty. Braze predictive and generative AI tools use recent purchase data to recommend thoughtful next steps—like a follow-up message with care tips, a setup guide, or tailored product suggestions that build on what someone already owns.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"44100cf6a3fc\",\"_type\":\"block\",\"children\":[{\"_key\":\"29a669241fc8\",\"_type\":\"span\",\"marks\":[],\"text\":\"By automatically adapting content, timing, and channel, these tools keep communication relevant without overwhelming the customer. The ongoing exchange deepens satisfaction and strengthens the relationship beyond a single sale.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c2e902826e4b\",\"_type\":\"block\",\"children\":[{\"_key\":\"72d95ce5e1e4\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Example use case: Loyalty milestone journey\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"c1b13925e922\",\"_type\":\"block\",\"children\":[{\"_key\":\"5b99b6555ad7\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer makes a third purchase → send “Thank you” email with loyalty points update\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"fdbdddff7be7\",\"_type\":\"block\",\"children\":[{\"_key\":\"6780d689b742\",\"_type\":\"span\",\"marks\":[],\"text\":\"Six months active → deliver push notification with exclusive reward offer\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d32359f5c0b2\",\"_type\":\"block\",\"children\":[{\"_key\":\"641c21a1f77c\",\"_type\":\"span\",\"marks\":[],\"text\":\"12 months active → share anniversary message with special discount\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"26052b3b3ea9\",\"_type\":\"block\",\"children\":[{\"_key\":\"8639efde1906\",\"_type\":\"span\",\"marks\":[],\"text\":\"Surprise bonus for high-value customers → send email and in-app message\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8617e6a16030\",\"_type\":\"block\",\"children\":[{\"_key\":\"a3f20ba8ae72\",\"_type\":\"span\",\"marks\":[],\"text\":\"Stat: \"},{\"_key\":\"b05590fa37c9\",\"_type\":\"span\",\"marks\":[\"2baf3fb2888a\"],\"text\":\"79% of customers\"},{\"_key\":\"3ae92405f31f\",\"_type\":\"span\",\"marks\":[],\"text\":\" are more likely to recommend a brand if it has a strong loyalty program\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[{\"_key\":\"2baf3fb2888a\",\"_type\":\"link\",\"href\":\"https://www.bondbl.com/the-loyalty-report-celebrates-those-succeeding-in-loyalty-and-whats-needed-for-future-growth\"}],\"style\":\"normal\"},{\"_key\":\"8906b630038d\",\"_type\":\"block\",\"children\":[{\"_key\":\"8774313a7481\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Opportunity\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"6f0cb622d1f1\",\"_type\":\"block\",\"children\":[{\"_key\":\"86e7058c851c\",\"_type\":\"span\",\"marks\":[],\"text\":\"A strong base of repeat customers can still drift to competitors if their loyalty isn’t recognized.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1f686d28c24c\",\"_type\":\"block\",\"children\":[{\"_key\":\"538eb89ce220\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Strategy\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"7bc6ac35fd1d\",\"_type\":\"block\",\"children\":[{\"_key\":\"3fe937012f35\",\"_type\":\"span\",\"marks\":[],\"text\":\"Set up milestone triggers for purchases, anniversaries, and tenure. Reward customers with points, perks, or exclusive access through coordinated channels.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"bf5a7df5be99\",\"_type\":\"block\",\"children\":[{\"_key\":\"15aedf135ab4\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Outcome\"}],\"markDefs\":[],\"style\":\"h5\"},{\"_key\":\"c5a353340833\",\"_type\":\"block\",\"children\":[{\"_key\":\"91751449b66a\",\"_type\":\"span\",\"marks\":[],\"text\":\"Boost retention and advocacy by showing appreciation at meaningful moments.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"57e0a6d301f0\",\"_type\":\"anchor\",\"anchorId\":\"braze\"},{\"_key\":\"0dab8cfe76d0\",\"_type\":\"block\",\"children\":[{\"_key\":\"f6e0a0274314\",\"_type\":\"span\",\"marks\":[],\"text\":\"How Braze enables true cross-channel eCommerce personalization\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"fca6334fd731\",\"_type\":\"block\",\"children\":[{\"_key\":\"8a6c12ed2bc4\",\"_type\":\"span\",\"marks\":[],\"text\":\"Personalization across channels depends on connection—between data, systems, and people. Braze brings these elements together so every touchpoint feels like part of the same conversation.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3cc0248952f7\",\"_type\":\"block\",\"children\":[{\"_key\":\"72dcdd9a9394\",\"_type\":\"span\",\"marks\":[],\"text\":\"With real-time orchestration, Braze processes each customer action as it happens. When someone browses a product, redeems a code, or interacts with a message, their profile updates in real time. Every channel—email, push, in-app, SMS, and web—draws from that single, live view, keeping communication consistent and relevant.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7ad41107f0b9\",\"_type\":\"block\",\"children\":[{\"_key\":\"98365e8c2dd8\",\"_type\":\"span\",\"marks\":[],\"text\":\"Inside \"},{\"_key\":\"32d4c6338621\",\"_type\":\"span\",\"marks\":[\"4ed0b310fc91\"],\"text\":\"Braze Canvas\"},{\"_key\":\"7897599ffa86\",\"_type\":\"span\",\"marks\":[],\"text\":\", marketers can design and automate journeys that adapt in the moment. As customers move through these paths, Braze synchronizes messages, timing, and creative so that experiences stay fluid and meaningful across channels.\"}],\"markDefs\":[{\"_key\":\"4ed0b310fc91\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/webinars-and-events/canvas-flow-tool\"}],\"style\":\"normal\"},{\"_key\":\"25eedb9c5edd\",\"_type\":\"block\",\"children\":[{\"_key\":\"967a6a13886e\",\"_type\":\"span\",\"marks\":[\"41e77a8e27cb\"],\"text\":\"AI decisioning\"},{\"_key\":\"4883d7411e41\",\"_type\":\"span\",\"marks\":[],\"text\":\" enhances that process by analyzing performance and learning which combinations of message, timing, and channel perform best. Testing that once required manual setup now runs through autonomous decisioning agents, giving teams more time to focus on strategy and storytelling.\"}],\"markDefs\":[{\"_key\":\"41e77a8e27cb\",\"_type\":\"link\",\"href\":\"https://www.braze.com/product/brazeai-decisioning-studio\"}],\"style\":\"normal\"},{\"_key\":\"046a427f110c\",\"_type\":\"block\",\"children\":[{\"_key\":\"1bb1ad289035\",\"_type\":\"span\",\"marks\":[],\"text\":\"Cross-channel personalization through Braze helps brands build relationships that feel natural and continuous—bridging every moment of engagement into one connected customer experience.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a01b6319c089\",\"_type\":\"anchor\",\"anchorId\":\"inspiration\"},{\"_key\":\"db6048718e73\",\"_type\":\"block\",\"children\":[{\"_key\":\"7e8545a8ffba\",\"_type\":\"span\",\"marks\":[],\"text\":\"Case studies and industry inspiration\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"0d088f3520e5\",\"_type\":\"block\",\"children\":[{\"_key\":\"21559851d01e\",\"_type\":\"span\",\"marks\":[],\"text\":\"Behind every strong personalization strategy is a story of experimentation, insight, and connection. The following examples show how brands in different industries are using Braze to turn data into customer relationships—balancing automation with empathy to create experiences that feel both personal and purposeful.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d5b7ac11934a\",\"_type\":\"block\",\"children\":[{\"_key\":\"b74c2d1a0040\",\"_type\":\"span\",\"marks\":[],\"text\":\"Showmax: Dynamic content for subscriptions\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"b89ecc817db6\",\"_type\":\"block\",\"children\":[{\"_key\":\"990bf1f88d8e\",\"_type\":\"span\",\"marks\":[\"c3642463e28d\"],\"text\":\"Showmax\"},{\"_key\":\"7168e327c2ef\",\"_type\":\"span\",\"marks\":[],\"text\":\", a leading online video subscription service, wanted to stand out by tailoring both its content and its customer engagement to viewers across Africa. With movies and shows produced in Kenya and South Africa, and carried in languages like Afrikaans, Zulu, and Sesotho, personalization was a key part of the brand’s identity.\"}],\"markDefs\":[{\"_key\":\"c3642463e28d\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/showmax-case-study\"}],\"style\":\"normal\"},{\"_key\":\"000fe5db27a2\",\"_type\":\"block\",\"children\":[{\"_key\":\"c0abd410bb70\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"The challenge\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"bf99579c1189\",\"_type\":\"block\",\"children\":[{\"_key\":\"5fa770637ef1\",\"_type\":\"span\",\"marks\":[],\"text\":\"Showmax needed a way to connect with users at every stage of the subscriber journey—whether they were on a free trial, actively watching, or had recently churned. The goal was to convert new users, keep current ones engaged, and win back those who’d left.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"0fbd4fd0f5d7\",\"_type\":\"richImage\",\"alt\":\"An iPhone displaying a Showmax email with a \\\"Code Black\\\" promotion, against an orange and pink gradient background.\",\"asset\":{\"_ref\":\"image-7194d149c6690b1370d3ffe615b37bbe92bfc9b9-1200x600-jpg\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"4881f35f33e2\",\"_type\":\"block\",\"children\":[{\"_key\":\"f9de160e37c2\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"The strategy\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"caea81245fee\",\"_type\":\"block\",\"children\":[{\"_key\":\"8298875471e5\",\"_type\":\"span\",\"marks\":[],\"text\":\"Using Braze, Showmax built a sophisticated segmentation system that drew on lifecycle stage, content preferences, and user behavior to deliver personalized, cross-channel messages. Emails, push notifications, and in-app messages worked together to reach each viewer with relevant prompts—like a reminder to add payment details, a show recommendation based on viewing history, or a nudge about a newly released title.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c23b97481901\",\"_type\":\"block\",\"children\":[{\"_key\":\"95583cfd7e45\",\"_type\":\"span\",\"marks\":[],\"text\":\"With over 600 metadata tags organizing content by genre, the team could match every message to individual tastes and activity, so each touchpoint felt connected and personal.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2478c9884dfe\",\"_type\":\"block\",\"children\":[{\"_key\":\"6163196f04be\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"The results\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"4e997257102f\",\"_type\":\"block\",\"children\":[{\"_key\":\"951370987afa\",\"_type\":\"span\",\"marks\":[],\"text\":\"Showmax’s approach transformed engagement:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"298b173299d3\",\"_type\":\"block\",\"children\":[{\"_key\":\"4554f0049855\",\"_type\":\"span\",\"marks\":[],\"text\":\"204% increase in subscribers\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e2e7b3e0e1f3\",\"_type\":\"block\",\"children\":[{\"_key\":\"94d8940a0e0f\",\"_type\":\"span\",\"marks\":[],\"text\":\"37% lift in ROI\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"327e2d660052\",\"_type\":\"block\",\"children\":[{\"_key\":\"729ba9175535\",\"_type\":\"span\",\"marks\":[],\"text\":\"12% higher win-back rate\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2a108cc1274f\",\"_type\":\"block\",\"children\":[{\"_key\":\"b09318ee34e2\",\"_type\":\"span\",\"marks\":[],\"text\":\"71% retention rate\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"797c923c86f8\",\"_type\":\"block\",\"children\":[{\"_key\":\"2b2fb1d48f4d\",\"_type\":\"span\",\"marks\":[],\"text\":\"19% activation of dormant viewers\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ba9a7ed15197\",\"_type\":\"block\",\"children\":[{\"_key\":\"60e70a14d648\",\"_type\":\"span\",\"marks\":[],\"text\":\"4.4% conversion rate\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d07098b7ccd6\",\"_type\":\"block\",\"children\":[{\"_key\":\"425aa19850ce\",\"_type\":\"span\",\"marks\":[],\"text\":\"39% of users highly engaged\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"cc52138c5b93\",\"_type\":\"block\",\"children\":[{\"_key\":\"6a7987831a93\",\"_type\":\"span\",\"marks\":[],\"text\":\"Grubhub: Using personalized campaigns for retention\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"caac08a9d6f1\",\"_type\":\"block\",\"children\":[{\"_key\":\"8d51b462009d\",\"_type\":\"span\",\"marks\":[],\"text\":\"With over 300,000 restaurant partners in 4,000 U.S. cities, \"},{\"_key\":\"06511637fdfb\",\"_type\":\"span\",\"marks\":[\"f57aa6f933a9\"],\"text\":\"Grubhub\"},{\"_key\":\"498beee9c756\",\"_type\":\"span\",\"marks\":[],\"text\":\" connects millions of diners to the meals they love. To strengthen that connection and celebrate loyalty, the brand wanted to create a campaign that would turn routine ordering data into something memorable. “Taste of 2020” was a personalized ‘year in review’ email that gave every diner a look back at their own food journey.\"}],\"markDefs\":[{\"_key\":\"f57aa6f933a9\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/grubhub-case-study\"}],\"style\":\"normal\"},{\"_key\":\"27c0c6368661\",\"_type\":\"block\",\"children\":[{\"_key\":\"38f352309f20\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"The challenge\"}],\"markDefs\":[],\"style\":\"h4\"},{\"_key\":\"a6a33bd7709d\",\"_type\":\"block\",\"children\":[{\"_key\":\"345d810bbf58\",\"_type\":\"span\",\"marks\":[],\"text\":\"Grubhub’s marketing team wanted to inspire conversation and engagement around the brand. 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