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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 root digital group" 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/root-digital-group">Root Digital Group</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":"Root Digital Group","item":"https://www.braze.com/partners/solutions-partners/root-digital-group"}]}</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="Root Digital Group" 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%2F6fc486551c2f7d60c1cfc9911aa2c18e013b8ab2-5518x2753.png&w=256&q=75 1x, /_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F6fc486551c2f7d60c1cfc9911aa2c18e013b8ab2-5518x2753.png&w=384&q=75 2x" src="/_next/image?url=https%3A%2F%2Fcdn.sanity.io%2Fimages%2Fb7pblshe%2Fmarketing-prod%2F6fc486551c2f7d60c1cfc9911aa2c18e013b8ab2-5518x2753.png&w=384&q=75"/></div><div class="flex flex-col items-start gap-8"><h2 class="max-w-screen-md text-start">Root Digital Group</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://www.rootdigitalgroup.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 Root Digital Group?</h3><div class="flex flex-col gap-6"><p>Root Digital Group is a full-service partner eager to take on the future of digital. It is a group of highly skilled and compassionate specialists. And we serve as an all-encompassing catalyst for progression. In short: success in the digital world.</p><p>Since the beginning, the company's focus has been on digital growth and constantly fine-tuning the clients' digital results. To accomplish this, it surrounds itself with amazing people who persistently challenge the status quo. 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It’s where \"},{\"_key\":\"473028dca42e\",\"_type\":\"span\",\"marks\":[\"ab1589909c86\"],\"text\":\"retention strategy becomes operational\"},{\"_key\":\"5f763e7ae542\",\"_type\":\"span\",\"marks\":[],\"text\":\", helping teams move from knowing to doing.\"}],\"markDefs\":[{\"_key\":\"ab1589909c86\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/overcome-retention-challenges-in-product-messages\"}],\"style\":\"normal\"},{\"_key\":\"c32a4806e1a5\",\"_type\":\"anchor\",\"anchorId\":\"how\"},{\"_key\":\"a9aea7bf14af\",\"_type\":\"block\",\"children\":[{\"_key\":\"6af23a2f9913\",\"_type\":\"span\",\"marks\":[],\"text\":\"How can I use data analytics to improve customer retention?\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"9450a74a4e01\",\"_type\":\"block\",\"children\":[{\"_key\":\"86ebc336ddb5\",\"_type\":\"span\",\"marks\":[],\"text\":\"Retention doesn’t improve by chance—it improves by design. And that starts with a clear framework for turning data into action. Here’s how to build a customer retention analytics practice that delivers real impact:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d26c8b2f88a5\",\"_type\":\"block\",\"children\":[{\"_key\":\"ab3517c5abad\",\"_type\":\"span\",\"marks\":[],\"text\":\"Define your retention goals\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"50a6b9841310\",\"_type\":\"block\",\"children\":[{\"_key\":\"1667805b65d5\",\"_type\":\"span\",\"marks\":[],\"text\":\"Start by identifying what success looks like. Are you aiming to reduce churn by a certain percentage? Improve CLV in a specific segment? Increase reactivation rates after the first 30 days? Clear goals help you choose the right metrics and tactics to focus on.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7ce2ffcdd34e\",\"_type\":\"block\",\"children\":[{\"_key\":\"29dbefad2b16\",\"_type\":\"span\",\"marks\":[],\"text\":\"Collect and unify your customer retention data\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"b70545e27da1\",\"_type\":\"block\",\"children\":[{\"_key\":\"daaed1d07255\",\"_type\":\"span\",\"marks\":[],\"text\":\"To get a full picture of the customer journey, pull together data from across your stack—product usage, transaction history, email engagement, support interactions, loyalty programs, and more. Consistent, unified data is the foundation of any \"},{\"_key\":\"ee933ad4ed81\",\"_type\":\"span\",\"marks\":[\"c582f69830d4\"],\"text\":\"effective retention strategy\"},{\"_key\":\"d16d5e328f72\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"c582f69830d4\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/customer-retention-strategies\"}],\"style\":\"normal\"},{\"_key\":\"50fa882f83f8\",\"_type\":\"block\",\"children\":[{\"_key\":\"a938ef08d38a\",\"_type\":\"span\",\"marks\":[],\"text\":\"Segment your customers\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"d57a095151f9\",\"_type\":\"block\",\"children\":[{\"_key\":\"a38108470bac\",\"_type\":\"span\",\"marks\":[],\"text\":\"Effective segmentation lets you identify patterns and intervene more precisely. Use methods like \"},{\"_key\":\"e762ec1aa690\",\"_type\":\"span\",\"marks\":[\"7e11b677961e\"],\"text\":\"RFM analysis\"},{\"_key\":\"028401735c88\",\"_type\":\"span\",\"marks\":[],\"text\":\", behavioral triggers, or lifecycle stages to group customers by value, risk level, or intent.\"}],\"markDefs\":[{\"_key\":\"7e11b677961e\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/rfm-segmentation\"}],\"style\":\"normal\"},{\"_key\":\"11b26436e8db\",\"_type\":\"richImage\",\"alt\":\"a graphic showing three people and their interests in hiking biking and running\",\"asset\":{\"_ref\":\"image-71c516cb282b67ed906c1abf96cb444eb71cc967-2400x1200-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"50043d089991\",\"_type\":\"block\",\"children\":[{\"_key\":\"fe4f63d99c9d\",\"_type\":\"span\",\"marks\":[],\"text\":\"Identify drop-off points and friction\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"5341a70a30be\",\"_type\":\"block\",\"children\":[{\"_key\":\"5208a08e1c1a\",\"_type\":\"span\",\"marks\":[],\"text\":\"Look for early warning signs: Declining engagement, incomplete onboarding, unanswered support tickets, low repeat purchase rates. Diagnostic and predictive analytics can help you pinpoint weak spots before they lead to churn.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"22a38c44eeb9\",\"_type\":\"block\",\"children\":[{\"_key\":\"7d59b32eb22f\",\"_type\":\"span\",\"marks\":[],\"text\":\"Optimize and track\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"2661ca0d0315\",\"_type\":\"block\",\"children\":[{\"_key\":\"24a57964fc46\",\"_type\":\"span\",\"marks\":[],\"text\":\"Turn your insights into action, then measure what happens next. Whether it’s a triggered message, an offer for reactivation, or a revamped onboarding sequence, tracking results over time is key. Build in regular reporting cycles to keep teams aligned and spot new trends early.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a013b49965d2\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"db2ef20fc1c5\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Download now\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"https://www.braze.com/resources/reports-and-guides/2024-retention-guide\"}}],\"body\":[{\"_key\":\"a37539e9cee9\",\"_type\":\"block\",\"children\":[{\"_key\":\"e5850df02a82\",\"_type\":\"span\",\"marks\":[],\"text\":\"For more insights into customer retention, download \"},{\"_key\":\"5d90f33f7b3f\",\"_type\":\"span\",\"marks\":[\"38065ea15422\"],\"text\":\"Retention by Design: Your Anti-Churn Playbook\"}],\"markDefs\":[{\"_key\":\"38065ea15422\",\"_type\":\"internalLink\",\"blank\":false,\"reference\":{\"_ref\":\"imported-craft-930967\",\"_type\":\"reference\"}}],\"style\":\"normal\"}]},{\"_key\":\"8f1dfc2e7c96\",\"_type\":\"anchor\",\"anchorId\":\"kfc\"},{\"_key\":\"a282f512022a\",\"_type\":\"block\",\"children\":[{\"_key\":\"e060a4ecda0c\",\"_type\":\"span\",\"marks\":[],\"text\":\"\\nKFC India scores a loyalty win with finger-clickin’ retention analytics\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"9e80aee6bc9c\",\"_type\":\"block\",\"children\":[{\"_key\":\"913b87871800\",\"_type\":\"span\",\"marks\":[\"f5da865e08f5\"],\"text\":\"KFC India\"},{\"_key\":\"c8874f6cf136\",\"_type\":\"span\",\"marks\":[],\"text\":\" needed a more effective way to keep digital customers engaged and coming back for more. With a growing user base and increasing reliance on mobile ordering, the brand recognized that one-size-fits-all messaging wasn’t enough to drive long-term loyalty.\"}],\"markDefs\":[{\"_key\":\"f5da865e08f5\",\"_type\":\"link\",\"href\":\"https://www.braze.com/customers/kfc-india-case-study\"}],\"style\":\"normal\"},{\"_key\":\"075a8768db16\",\"_type\":\"block\",\"children\":[{\"_key\":\"6871c08a7e98\",\"_type\":\"span\",\"marks\":[],\"text\":\"The problem\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"75fef24a6fa0\",\"_type\":\"block\",\"children\":[{\"_key\":\"caa228cdc84c\",\"_type\":\"span\",\"marks\":[],\"text\":\"Despite strong brand recognition, \"},{\"_key\":\"4e27798848a1\",\"_type\":\"span\",\"marks\":[\"65d0aa7eca48\"],\"text\":\"KFC India\"},{\"_key\":\"9d40b0f1ce4a\",\"_type\":\"span\",\"marks\":[],\"text\":\" saw room to improve digital engagement and drive more repeat purchases through its app. The team wanted to build on the success of a previous gamified campaign and use customer behavior data to power a more personalized, cross-channel \"},{\"_key\":\"522626f56e5a\",\"_type\":\"span\",\"marks\":[\"72a51ff70f78\"],\"text\":\"retention\"},{\"_key\":\"fc89382f1d90\",\"_type\":\"span\",\"marks\":[],\"text\":\" strategy.\\n\"}],\"markDefs\":[{\"_key\":\"72a51ff70f78\",\"_type\":\"link\",\"href\":\"https://www.braze.com/resources/articles/complete-guide-to-retention-marketing\"},{\"_key\":\"65d0aa7eca48\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/customers/kfc-india-case-study\"}],\"style\":\"normal\"},{\"_key\":\"c58f54e46bf8\",\"_type\":\"richImage\",\"alt\":\"a screenshot of a bucket it and win exclusive rewards app\",\"asset\":{\"_ref\":\"image-d58bf200a0e66ea256291b2e2079950ca4c299d6-2400x1200-png\",\"_type\":\"reference\"},\"isFullWidth\":false},{\"_key\":\"6cc84574a02b\",\"_type\":\"block\",\"children\":[{\"_key\":\"960a329d3f40\",\"_type\":\"span\",\"marks\":[],\"text\":\"The strategy\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"95e2ac0f3704\",\"_type\":\"block\",\"children\":[{\"_key\":\"cfb82706cf38\",\"_type\":\"span\",\"marks\":[],\"text\":\"To turn engagement into retention, KFC India launched a gamified experience called “Bucket It,” where users could win rewards like free menu items and discounts. The campaign centered on driving participation and redemption through a cross-channel approach that was guided by real-time customer retention analytics.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"367d0478e968\",\"_type\":\"block\",\"children\":[{\"_key\":\"3cbbcd64542c\",\"_type\":\"span\",\"marks\":[],\"text\":\"Using in-app messages, push notifications, email, and SMS—each personalized with unique coupon codes and offer attributes—KFC India targeted users based on recent behavior. For example:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3d9c5fe8c70c\",\"_type\":\"block\",\"children\":[{\"_key\":\"be74f170a8f1\",\"_type\":\"span\",\"marks\":[],\"text\":\"Daily push notifications and in-app messages were sent to users who hadn’t redeemed rewards in the last 3 days\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a804a58982cf\",\"_type\":\"block\",\"children\":[{\"_key\":\"c452d06b022b\",\"_type\":\"span\",\"marks\":[],\"text\":\"Biweekly emails and SMS were used to re-engage likely buyers or nudge inactive users\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1054adae9fb6\",\"_type\":\"block\",\"children\":[{\"_key\":\"2ee5142c1e46\",\"_type\":\"span\",\"marks\":[],\"text\":\"Facebook and Google ads extended the campaign beyond owned channels\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4fb3ddf1d4e5\",\"_type\":\"block\",\"children\":[{\"_key\":\"4b62737c08d1\",\"_type\":\"span\",\"marks\":[],\"text\":\"To monitor and optimize performance, KFC India tracked user interactions across channels in real time using Braze Alloys partners \"},{\"_key\":\"f469dedf5d15\",\"_type\":\"span\",\"marks\":[\"38cc193471a5\"],\"text\":\"Branch\"},{\"_key\":\"7c3c757de259\",\"_type\":\"span\",\"marks\":[],\"text\":\" and \"},{\"_key\":\"5c1d8bd4d6bb\",\"_type\":\"span\",\"marks\":[\"bea0bc41fa86\"],\"text\":\"Snowflake\"},{\"_key\":\"b90574b4a214\",\"_type\":\"span\",\"marks\":[],\"text\":\". Engagement data informed ongoing tweaks to game mechanics, messaging cadence, and user flows—helping the team adapt to changing behaviors and maintain campaign momentum.\"}],\"markDefs\":[{\"_key\":\"38cc193471a5\",\"_type\":\"link\",\"href\":\"https://www.braze.com/partners/technology-partners/branch\"},{\"_key\":\"bea0bc41fa86\",\"_type\":\"link\",\"href\":\"https://www.braze.com/partners/technology-partners/snowflake\"}],\"style\":\"normal\"},{\"_key\":\"49d280335ef1\",\"_type\":\"block\",\"children\":[{\"_key\":\"b87d5998dece\",\"_type\":\"span\",\"marks\":[],\"text\":\"The results\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"a78c65af4fc8\",\"_type\":\"block\",\"children\":[{\"_key\":\"d3bb51320728\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"27% growth in repeat orders\"},{\"_key\":\"a1fd1b80f28a\",\"_type\":\"span\",\"marks\":[],\"text\":\", showing a strong link between engagement and retention\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"1a749e5721b4\",\"_type\":\"block\",\"children\":[{\"_key\":\"c7d30f72ff68\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"22% increase in average daily orders \"},{\"_key\":\"7ef97cce9109\",\"_type\":\"span\",\"marks\":[],\"text\":\"per store\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"f8b81523d7a0\",\"_type\":\"block\",\"children\":[{\"_key\":\"408745de0b97\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"3X jump in game sessions\"},{\"_key\":\"dd4aa8839011\",\"_type\":\"span\",\"marks\":[],\"text\":\" from in-app messages, with 80% of all sessions driven by this channel\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ebca941de17b\",\"_type\":\"block\",\"children\":[{\"_key\":\"7ba747c48810\",\"_type\":\"span\",\"marks\":[],\"text\":\"SMS campaigns achieved a \"},{\"_key\":\"edd307bf3b49\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"20% higher conversion rate\"},{\"_key\":\"7bc911108e45\",\"_type\":\"span\",\"marks\":[],\"text\":\" than typical SMS benchmarks\"}],\"level\":1,\"listItem\":\"bullet\",\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4d376f8459e1\",\"_type\":\"block\",\"children\":[{\"_key\":\"46c3fa8f230b\",\"_type\":\"span\",\"marks\":[],\"text\":\"By combining behavioral data, cross-channel messaging, and real-time performance insights, KFC India turned a gamified promotion into a meaningful retention driver.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"16df9a265263\",\"_type\":\"anchor\",\"anchorId\":\"tailoring\"},{\"_key\":\"6be2c18b5350\",\"_type\":\"block\",\"children\":[{\"_key\":\"f44d8ecac1f6\",\"_type\":\"span\",\"marks\":[],\"text\":\"Tailoring customer retention analytics by industry\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"977c997daa7e\",\"_type\":\"block\",\"children\":[{\"_key\":\"c1c0550b32f2\",\"_type\":\"span\",\"marks\":[],\"text\":\"Retention drivers can look very different depending on your business model. A high churn rate in SaaS might point to poor onboarding, while in eCommerce it could reflect gaps in post-purchase engagement. That’s why retention analytics works best when it’s aligned with the realities of your industry, your product, and your customer journey.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"6c8605723082\",\"_type\":\"block\",\"children\":[{\"_key\":\"8ac452e85580\",\"_type\":\"span\",\"marks\":[],\"text\":\"SaaS\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"e07e93ed4bd8\",\"_type\":\"block\",\"children\":[{\"_key\":\"84b017bc648f\",\"_type\":\"span\",\"marks\":[],\"text\":\"In software-as-a-service, retention hinges on product usage and seeing long-term value. Key signals include feature adoption, session frequency, and session length. Low engagement in the first 30 days often correlates with higher churn risk. Retention analytics in SaaS helps teams prioritize education flows, trial conversion campaigns, and expansion strategies.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3a2879719515\",\"_type\":\"block\",\"children\":[{\"_key\":\"99a9225a6a96\",\"_type\":\"span\",\"marks\":[],\"text\":\"eCommerce\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"8673f0926cdd\",\"_type\":\"block\",\"children\":[{\"_key\":\"e403659d5add\",\"_type\":\"span\",\"marks\":[],\"text\":\"For eCommerce brands, retention often comes down to habit. Metrics like repeat purchase rate, time between purchases, and average order value provide insight into customer loyalty. Retention analytics can also reveal seasonal buying trends or signals that a shopper is starting to lapse—making it easier to trigger timely re-engagement offers.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"a9e89ad24cc3\",\"_type\":\"block\",\"children\":[{\"_key\":\"0d98ebd60c0f\",\"_type\":\"span\",\"marks\":[],\"text\":\"Subscription services\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"f2f42290b46d\",\"_type\":\"block\",\"children\":[{\"_key\":\"fdbd7e96c0bc\",\"_type\":\"span\",\"marks\":[],\"text\":\"Subscription churn can spike at billing renewal points or after the initial trial. Retention analysis helps track key behaviors like skipped payments, downgrade patterns, and content consumption to identify when—and why—customers might cancel. Prescriptive tactics like pausing subscriptions, offering incentives, or educating users on valuable features and content can reduce voluntary churn.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"111282310dde\",\"_type\":\"block\",\"children\":[{\"_key\":\"939adbb3e550\",\"_type\":\"span\",\"marks\":[],\"text\":\"Mobile apps\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"74374cb29857\",\"_type\":\"block\",\"children\":[{\"_key\":\"f1e65b2e6dc6\",\"_type\":\"span\",\"marks\":[],\"text\":\"Retention for mobile hinges on usage frequency, session length, and value delivered in the user journey. Analytics can highlight drop-offs during onboarding, in-app friction, or disengaged users before uninstall. Combined with messaging data, this insight supports lifecycle campaigns that re-engage and retain mobile-first audiences.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7adfb9e0d485\",\"_type\":\"anchor\",\"anchorId\":\"choosing\"},{\"_key\":\"3f17f4599964\",\"_type\":\"block\",\"children\":[{\"_key\":\"f5c6e167e18f\",\"_type\":\"span\",\"marks\":[],\"text\":\"Choosing the right customer retention analytics software\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"82d669f558e9\",\"_type\":\"block\",\"children\":[{\"_key\":\"3b3ad569f074\",\"_type\":\"span\",\"marks\":[],\"text\":\"The right software can turn raw customer data into clear, actionable insights. But with so many tools on the market, it’s important to focus on the capabilities that support your goals—rather than just dashboards for dashboard’s sake.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"49c30e74c242\",\"_type\":\"block\",\"children\":[{\"_key\":\"a64b29bfc573\",\"_type\":\"span\",\"marks\":[],\"text\":\"Here’s what to look for when evaluating customer retention analytics software:\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"17dbbac42088\",\"_type\":\"block\",\"children\":[{\"_key\":\"27175f5bc7b6\",\"_type\":\"span\",\"marks\":[],\"text\":\"Unified data access\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"b21bbabb3e6e\",\"_type\":\"block\",\"children\":[{\"_key\":\"058ebdcd5839\",\"_type\":\"span\",\"marks\":[],\"text\":\"Look for platforms that bring together data from multiple sources—product usage, CRM, transactions, messaging, and support—so you can analyze retention in the context of the full customer journey.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"2d74b12d1cc7\",\"_type\":\"block\",\"children\":[{\"_key\":\"2c2a1269d8ae\",\"_type\":\"span\",\"marks\":[],\"text\":\"Real-time insights\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"aafba008b9ff\",\"_type\":\"block\",\"children\":[{\"_key\":\"b1c11cc5a285\",\"_type\":\"span\",\"marks\":[],\"text\":\"Retention is time-sensitive. Choose tools that let you view and act on customer behavior in real time, so you can intervene before users churn—not just try to figure out what happened after.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4466f6bdc931\",\"_type\":\"block\",\"children\":[{\"_key\":\"9cc6a4d71d26\",\"_type\":\"span\",\"marks\":[],\"text\":\"Flexible segmentation\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"ab91b66b430b\",\"_type\":\"block\",\"children\":[{\"_key\":\"4fdbdbed2613\",\"_type\":\"span\",\"marks\":[],\"text\":\"The ability to segment customers based on lifecycle stage, behavior, or predictive risk helps you build tailored campaigns that actually move the needle. Bonus points if segmentation updates dynamically as customers interact with your brand.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4c9f2aabfe7f\",\"_type\":\"block\",\"children\":[{\"_key\":\"630d86503cfa\",\"_type\":\"span\",\"marks\":[],\"text\":\"Predictive capabilities\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"768e60f0703e\",\"_type\":\"block\",\"children\":[{\"_key\":\"296bb13ffa65\",\"_type\":\"span\",\"marks\":[],\"text\":\"Predictive models help you identify at-risk users early, prioritize outreach, and build smarter journeys in response. These models can also support audience scoring and help allocate retention spend more effectively.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"e2452492768a\",\"_type\":\"block\",\"children\":[{\"_key\":\"282075bf6bcd\",\"_type\":\"span\",\"marks\":[],\"text\":\"Easy activation\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"d163c33c1eda\",\"_type\":\"block\",\"children\":[{\"_key\":\"914e4938b39b\",\"_type\":\"span\",\"marks\":[],\"text\":\"Analytics are only useful if you can act on it. Look for platforms that let you move seamlessly from insight to engagement—whether that’s through built-in messaging tools or integrations with your marketing stack.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"814d940ad128\",\"_type\":\"anchor\",\"anchorId\":\"final\"},{\"_key\":\"4ccb5253b8c8\",\"_type\":\"block\",\"children\":[{\"_key\":\"c21519fb402f\",\"_type\":\"span\",\"marks\":[],\"text\":\"Final thoughts on customer retention analytics\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"05e2a7f968f1\",\"_type\":\"block\",\"children\":[{\"_key\":\"d901dc70e546\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer retention analytics gives brands a way to focus on what really drives long-term value—understanding behavior, identifying opportunities, and acting with precision.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"966d23383f4c\",\"_type\":\"block\",\"children\":[{\"_key\":\"25ad39c9ef54\",\"_type\":\"span\",\"marks\":[],\"text\":\"When teams have access to the right data, tools, and strategy, they can build experiences that feel relevant, timely, and worth coming back for. Whether you're building from scratch or refining an existing program, retention analytics helps you make smarter decisions that support sustainable growth.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"415c584da5b3\",\"_type\":\"block\",\"children\":[{\"_key\":\"3855d3b0caaa\",\"_type\":\"span\",\"marks\":[],\"text\":\"And as customer journeys become more complex, the ability to connect insight to action—across teams and channels—can be the difference between reacting late and building loyalty early.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ed7e317c4d6d\",\"_type\":\"ctaCard\",\"actions\":[{\"_key\":\"b1acc9991bfd\",\"_type\":\"ctaAction\",\"actionType\":\"link\",\"buttonSize\":\"lg\",\"buttonStyle\":\"purple-button\",\"buttonText\":\"Get started\",\"iconPosition\":\"trailing\",\"internalLink\":{\"blank\":false},\"link\":{\"blank\":false,\"href\":\"https://www.braze.com/get-started\"}}],\"body\":[{\"_key\":\"db0c2cc7640f\",\"_type\":\"block\",\"children\":[{\"_key\":\"bc75c23dc85b\",\"_type\":\"span\",\"marks\":[],\"text\":\"Talk to our \"},{\"_key\":\"86fc4103e258\",\"_type\":\"span\",\"marks\":[\"d9f3bc956fdc\"],\"text\":\"sales team today\"},{\"_key\":\"51eaad637e7d\",\"_type\":\"span\",\"marks\":[],\"text\":\".\"}],\"markDefs\":[{\"_key\":\"d9f3bc956fdc\",\"_type\":\"link\",\"blank\":false,\"href\":\"https://www.braze.com/get-started\"}],\"style\":\"normal\"}],\"heading\":\"Want to learn more?\"},{\"_key\":\"b8c5943fe5c1\",\"_type\":\"anchor\",\"anchorId\":\"faq\"},{\"_key\":\"561b84185b5b\",\"_type\":\"block\",\"children\":[{\"_key\":\"5a58d3cb19cb\",\"_type\":\"span\",\"marks\":[],\"text\":\"FAQs about customer retention analytics\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"9f08e60174ff\",\"_type\":\"block\",\"children\":[{\"_key\":\"05b1926ef7a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"What is customer retention analytics?\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"cdfa10c6effa\",\"_type\":\"block\",\"children\":[{\"_key\":\"f81933e1aca7\",\"_type\":\"span\",\"marks\":[],\"text\":\"Customer retention analytics are metrics based on customer data that help you understand why people stay or churn. It helps brands make data-informed decisions to improve loyalty, reduce churn, and increase customer lifetime value.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"682e076a45c9\",\"_type\":\"block\",\"children\":[{\"_key\":\"088343f31635\",\"_type\":\"span\",\"marks\":[],\"text\":\"How can I use data analytics to improve customer retention?\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"f4674b9c2b83\",\"_type\":\"block\",\"children\":[{\"_key\":\"6513502c44f5\",\"_type\":\"span\",\"marks\":[],\"text\":\"You can use data analytics to identify key drop-off points, segment customers by behavior, forecast churn risk, and deliver personalized messaging that addresses customer needs before they disengage.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"d62ae8a0cfc2\",\"_type\":\"block\",\"children\":[{\"_key\":\"f5dbed5841c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"What are the key customer retention metrics?\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"a6d8366f3efe\",\"_type\":\"block\",\"children\":[{\"_key\":\"5ed469f9e201\",\"_type\":\"span\",\"marks\":[],\"text\":\"Important metrics include customer retention rate, churn rate, customer lifetime value (CLV), net promoter score (NPS), customer satisfaction score (CSAT), repeat purchase rate, and engagement frequency.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"86ad66c4ec83\",\"_type\":\"block\",\"children\":[{\"_key\":\"8dd4ed5bc9ea\",\"_type\":\"span\",\"marks\":[],\"text\":\"What types of retention analysis are there?\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"4e93d4b9f561\",\"_type\":\"block\",\"children\":[{\"_key\":\"c29ceb03ad8b\",\"_type\":\"span\",\"marks\":[],\"text\":\"The main types of customer retention analysis include descriptive (what happened), diagnostic (why it happened), predictive (what will happen), and prescriptive (what to do next). You can also use periodic analysis to track retention trends over time, and retrospective analysis to identify customers who have already gone inactive. Together, these approaches provide a fuller picture of customer behavior and help teams take the right action at the right time.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"c7f221b2134c\",\"_type\":\"block\",\"children\":[{\"_key\":\"9a792284286d\",\"_type\":\"span\",\"marks\":[],\"text\":\"Which customer retention analytics software should I use?\"}],\"markDefs\":[],\"style\":\"h3\"},{\"_key\":\"701874956791\",\"_type\":\"block\",\"children\":[{\"_key\":\"fc75d4432326\",\"_type\":\"span\",\"marks\":[],\"text\":\"Look for tools that offer unified data, real-time insights, predictive capabilities, and easy ways to activate campaigns based on customer behavior. The right platform helps turn insight into action at scale.\"}],\"markDefs\":[],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/794ba55d3ef90672c125819313b080a9a08e01ca-1920x1080.png\",\"publishedDate\":\"2025-08-20T14:04:00.000Z\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-85b536df9a34a0004a0e178050e059a945e81106-1200x628-png\",\"_type\":\"reference\"}},\"pageDescription\":\"Struggling with churn? Customer retention analytics reveals the metrics, insights, and strategies that drive loyalty. Read the full guide here.\",\"pageTitle\":\"Customer Retention Analytics Explained | Braze\",\"slug\":{\"_type\":\"slug\",\"current\":\"customer-retention-analytics\"}},\"title\":\"Customer retention analytics explained: Metrics, types, and implementation\"},{\"_id\":\"imported-craft-21149\",\"_type\":\"blogPost\",\"body\":[{\"_key\":\"7e2b4a6c6964\",\"_type\":\"block\",\"children\":[{\"_key\":\"7e2b4a6c69640\",\"_type\":\"span\",\"marks\":[],\"text\":\"In the beginning of March, \"},{\"_key\":\"7e2b4a6c69641\",\"_type\":\"span\",\"marks\":[\"b5eb6710ac8a\"],\"text\":\"Braze leadership\"},{\"_key\":\"7e2b4a6c69642\",\"_type\":\"span\",\"marks\":[],\"text\":\" was discussing how and when to close our offices in response to COVID-19. One of the biggest challenges I worried about was how we would maintain our culture and do as good a job remotely with many aspects of our operations—onboarding, training, team-building—as we did in-person. After all, the work from home period would be indefinite and potentially quite long. In an attempt to stress-test our organization being able to work from home, the product and engineering team planned on scheduling a department-wide work-from-home day on March 12. However there ended up being no need for a test: Braze, like so many other companies, ended up issuing work-from-home guidance that week for the entire company.\"}],\"markDefs\":[{\"_key\":\"b5eb6710ac8a\",\"_type\":\"link\",\"href\":\"/about/company\"}],\"style\":\"normal\"},{\"_key\":\"04dc5033bf2c\",\"_type\":\"block\",\"children\":[{\"_key\":\"04dc5033bf2c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Working remotely these past three months has caused some notable changes for our teams. Here are a few different areas we've adapted in response to our new work-from-home reality.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"032d1e402863\",\"_type\":\"block\",\"children\":[{\"_key\":\"032d1e4028630\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Communications\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"ba5138bc8949\",\"_type\":\"block\",\"children\":[{\"_key\":\"ba5138bc89490\",\"_type\":\"span\",\"marks\":[],\"text\":\"We've seen our teams adopt different approaches in order to stay close to each other. For example, our DevOps team launched a \"},{\"_key\":\"ba5138bc89491\",\"_type\":\"span\",\"marks\":[\"29ba56f33293\"],\"text\":\"Discord\"},{\"_key\":\"ba5138bc89492\",\"_type\":\"span\",\"marks\":[],\"text\":\" Server, and the team talks in there each day. Discord is a really easy way to voice chat; I personally find it better than either Zoom or Google Meet for situations where multiple people are talking at once, as is often the case when teams are working on something together. We have rooms like \\\"Lounge\\\" for general voice chat and \\\"AFK or In Meeting\\\" which requires Push to Talk. There's also a \\\"Release\\\" room to ensure we’re together during production changes, and a room for incidents that’s used when we get paged.\"}],\"markDefs\":[{\"_key\":\"29ba56f33293\",\"_type\":\"link\",\"href\":\"https://discord.com/\"}],\"style\":\"normal\"},{\"_key\":\"c2021c17b635\",\"_type\":\"block\",\"children\":[{\"_key\":\"c2021c17b6350\",\"_type\":\"span\",\"marks\":[],\"text\":\"(That said, Slack is still the most used communication technology for people at Braze, and Slack messages are up over 55% across the company since early March.)\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"5ff38c53d0df\",\"_type\":\"block\",\"children\":[{\"_key\":\"5ff38c53d0df0\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Scheduling\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"49683ff704e3\",\"_type\":\"block\",\"children\":[{\"_key\":\"49683ff704e30\",\"_type\":\"span\",\"marks\":[],\"text\":\"Before COVID-19, we had already been trying to shift to an asynchronous approach to free up time in peoples' days. For example, we used to have a recurring meeting with all engineering managers and product managers, along with stakeholders from our go-to-market organization to review upcoming sprints. Now this all happens in a Slack channel: We built a Slack Workflow called \\\"Sprint Planning\\\" that posts to a dedicated channel, and interested parties comment in threads.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"OzkiVoEh\",\"_type\":\"richImage\",\"alt\":null,\"asset\":{\"_ref\":\"image-8c902fb53cecc59fed1d2b5cf2264d21ed8a41f3-1120x605-jpg\",\"_type\":\"reference\"},\"caption\":null},{\"_key\":\"849e5d454356\",\"_type\":\"block\",\"children\":[{\"_key\":\"849e5d4543560\",\"_type\":\"span\",\"marks\":[],\"text\":\"In this new work-from-home world, screen fatigue and Zoom fatigue are real things. It’s more important than ever to avoid holding meetings that aren't absolutely necessary. Fewer things on the calendar gives people more time for heads-down work—and to do things like go to the store during off-peak hours. As another example, each day our on-call staff and engineering managers review and talk about the previous day's \"},{\"_key\":\"849e5d4543561\",\"_type\":\"span\",\"marks\":[\"350459c9e67e\"],\"text\":\"PagerDuty pages\"},{\"_key\":\"849e5d4543562\",\"_type\":\"span\",\"marks\":[],\"text\":\", which sync to JIRA and create follow-ups for investigation, root cause analysis, or future work. It's an immensely valuable meeting, but getting a big group together remotely can be difficult. To free up time for people, we're carrying out more of the analysis before the meeting so we can reduce attendance and automate the sharing of triage notes and follow-ups using JIRA.\"}],\"markDefs\":[{\"_key\":\"350459c9e67e\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-22125\",\"_type\":\"reference\"}}],\"style\":\"normal\"},{\"_key\":\"5b8fac6f1eb9\",\"_type\":\"block\",\"children\":[{\"_key\":\"5b8fac6f1eb90\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Mental Health\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"cfc569f8e20f\",\"_type\":\"block\",\"children\":[{\"_key\":\"cfc569f8e20f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Remote work has been harder on some than others, but lockdown is a challenge for everyone. As we’ve continued to operate through COVID-19 conditions, we want to keep prioritizing the health of our team. People have taken less time off under these conditions, and we’ve heard from some people that stepping away is difficult because they inevitably feel the draw of a nearby computer and an organization that is operating all day without them. We want to ensure everyone has time to truly disconnect, in a healthy way, without feeling like they need to work. That's why we mandated a day off for our entire organization last month, and instituted rules requiring that two days that week were no-meeting days, allowing us to better support our on-call staff and ensure that anyone who needed or wanted to step away wouldn't feel like they were missing out on anything. That day off was a success, and we're taking another one as a department in June.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"8145cba0bcbf\",\"_type\":\"block\",\"children\":[{\"_key\":\"8145cba0bcbf0\",\"_type\":\"span\",\"marks\":[],\"text\":\"In addition, Braze has been working through our \"},{\"_key\":\"8145cba0bcbf1\",\"_type\":\"span\",\"marks\":[\"88ec9b3d749b\"],\"text\":\"Employee Resource Groups\"},{\"_key\":\"8145cba0bcbf2\",\"_type\":\"span\",\"marks\":[],\"text\":\" to provide support to our staff. That has led to new Slack channels focused on mental health, as well as self-care and weekly meditation sessions led by our coworkers.\"}],\"markDefs\":[{\"_key\":\"88ec9b3d749b\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-21461\",\"_type\":\"reference\"}}],\"style\":\"normal\"},{\"_key\":\"99da6b15bd82\",\"_type\":\"block\",\"children\":[{\"_key\":\"99da6b15bd820\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Onboarding\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"07dd06b62fd6\",\"_type\":\"block\",\"children\":[{\"_key\":\"07dd06b62fd60\",\"_type\":\"span\",\"marks\":[],\"text\":\"When Braze first shifted to remote work in March, our Learning and Development team partnered closely with departments across the company to ensure that we were able to provide new hires with a welcoming experience from day one. From greeting each new employee as they joined to overseeing shipping of new hires’ laptops and equipment, Learning and Development worked hard to create a new “normal” for these employees that still gave them those first-day butterflies and made them feel like part of the company right from the start.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ce9766440927\",\"_type\":\"block\",\"children\":[{\"_key\":\"ce97664409270\",\"_type\":\"span\",\"marks\":[],\"text\":\"The transitioning onboarding in some ways was the easy part: We were already conducting aspects of our onboarding process digitally via instructor-led training calls and on-demand courses in our Learning Management System, making it less of a shift than it might have been. But a big part of starting work at Braze has traditionally been the face-to-face interactions with both teammates and friendly faces across the company—the people you meet when you’re grabbing coffee or a snack in the kitchen, or sitting with new team members at lunch. Thankfully, everyone at Braze understands that we’re living in unprecedented times and we’ve seen people making an ongoing effort to reach out, introduce themselves to new hires, and help make them feel more at home. (We’ve also been making use of Slack’s “Donut” integration to allow employees to \"},{\"_key\":\"ce97664409271\",\"_type\":\"span\",\"marks\":[\"d4cbcef6b78f\"],\"text\":\"randomly pair up for low-key chats\"},{\"_key\":\"ce97664409272\",\"_type\":\"span\",\"marks\":[],\"text\":\" for those who are looking to meet more of their coworkers.)\"}],\"markDefs\":[{\"_key\":\"d4cbcef6b78f\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-21695\",\"_type\":\"reference\"}}],\"style\":\"normal\"},{\"_key\":\"f7f96337da8a\",\"_type\":\"block\",\"children\":[{\"_key\":\"f7f96337da8a0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Since our global offices closed, we’ve welcomed 15 new members to the Braze Engineering organization—and we’ve been really pleased with the positive feedback we’ve received from those engineers about their remote onboarding experience and the way they were welcomed by their managers and team members.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ee848f6cbbb6\",\"_type\":\"block\",\"children\":[{\"_key\":\"ee848f6cbbb60\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Hiring\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"554d788a1ae4\",\"_type\":\"block\",\"children\":[{\"_key\":\"554d788a1ae40\",\"_type\":\"span\",\"marks\":[],\"text\":\"Up until this year, the entirety of our product, design, and engineering staff was based in New York City. We've enjoyed collaborating together, having our meals together, and building our product together. It has been nice to get to know everyone personally and be able to look down the hallway and see the entire product and engineering team. But with Braze crossing \"},{\"_key\":\"554d788a1ae41\",\"_type\":\"span\",\"marks\":[\"5e29252f1926\"],\"text\":\"500 global employees this year\"},{\"_key\":\"554d788a1ae42\",\"_type\":\"span\",\"marks\":[],\"text\":\", we felt it was time to give our other offices the benefit of having engineering staff on hand to talk in-depth about our technology when needed.\"}],\"markDefs\":[{\"_key\":\"5e29252f1926\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-6793\",\"_type\":\"reference\"}}],\"style\":\"normal\"},{\"_key\":\"3159e750f94f\",\"_type\":\"block\",\"children\":[{\"_key\":\"3159e750f94f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"One of our goals for the year was to start expanding our organization across geographies. That shift would let us access new talent pools and create synergy with our support and go-to-market teams in other offices. Since going fully remote, we've onboarded about a dozen engineers, allowing us to prove to ourselves that we can hire and onboard outside of a traditional office context. One of the main concerns historically of hiring remotely was the \\\"single person in the office\\\" problem, where an individual engineer might be placed in one of our other offices (Chicago, London, San Francisco, Singapore) while the majority of the team worked together in NYC. With everyone remote, we don't have that problem and have been able to use this time to build up engineering teams in other locations.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"4a272e88840c\",\"_type\":\"block\",\"children\":[{\"_key\":\"4a272e88840c0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Given that, we have accelerated our hiring efforts in other offices. Since March, Braze has hired engineers to join our 100+ employees in London and our 80+ employees in San Francisco. In February, Braze opened up a new office in Chicago that has already grown to 15 people, and we're starting to interview engineers to build out the team in the Windy City as well.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"04ce4e32ceec\",\"_type\":\"block\",\"children\":[{\"_key\":\"04ce4e32ceec0\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Culture\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"1fdce23377ca\",\"_type\":\"block\",\"children\":[{\"_key\":\"1fdce23377ca0\",\"_type\":\"span\",\"marks\":[],\"text\":\"At Braze, departments are allocated money each month on a per-person basis to support team-building activities. In person, these activities have translated into things like using a Slack channel to plan and take field trips together, or weekly tea meetups for socializing. In a remote work context, many of us still keep to a \\\"Virtual Tea Time 🍵\\\" each week, since it provides a good opportunity to take a break from work and see each others' faces again. Similarly, the lunch-and-learns we held before COVID-19 haven't stopped; they’ve just evolved into digital experiences. We've also seen teams experiment with various remote activities, like themed team meetings such as \\\"Flower Shirt Friday!\\\"\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"ad71f4a4050b\",\"_type\":\"block\",\"children\":[{\"_key\":\"ad71f4a4050b0\",\"_type\":\"span\",\"marks\":[],\"text\":\"With the weather getting nice, last month we had our first Puppy Happy Hour. A few dozen people from product, design and engineering hopped online to introduce their fuzzy coworkers (cats were allowed, too).\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"TBVvc0Y0\",\"_type\":\"richImage\",\"alt\":null,\"asset\":{\"_ref\":\"image-c287bae603edba658e3d4f05780971b245bc58f2-1120x605-jpg\",\"_type\":\"reference\"},\"caption\":null},{\"_key\":\"6ff45f81f9bb\",\"_type\":\"block\",\"children\":[{\"_key\":\"6ff45f81f9bb0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Teams have used \"},{\"_key\":\"6ff45f81f9bb1\",\"_type\":\"span\",\"marks\":[\"2a44364248f7\"],\"text\":\"Kast\"},{\"_key\":\"6ff45f81f9bb2\",\"_type\":\"span\",\"marks\":[],\"text\":\" to watch movies together, most recently the acclaimed, Oscar-winning documentary \"},{\"_key\":\"6ff45f81f9bb3\",\"_type\":\"span\",\"marks\":[\"9e0ae56aa61e\"],\"text\":\"American Factory\"},{\"_key\":\"6ff45f81f9bb4\",\"_type\":\"span\",\"marks\":[],\"text\":\". We're currently planning a big Zoom trivia night, complete with breakout rooms for teams, after our next All-Hands at the end of the month!\"}],\"markDefs\":[{\"_key\":\"2a44364248f7\",\"_type\":\"link\",\"href\":\"https://www.kastapp.co/\"},{\"_key\":\"9e0ae56aa61e\",\"_type\":\"link\",\"href\":\"https://www.netflix.com/title/81090071\"}],\"style\":\"normal\"},{\"_key\":\"2ae33100ba51\",\"_type\":\"block\",\"children\":[{\"_key\":\"2ae33100ba510\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Return to Office\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"343a2d0bf581\",\"_type\":\"block\",\"children\":[{\"_key\":\"343a2d0bf5810\",\"_type\":\"span\",\"marks\":[],\"text\":\"As we make plans to head back to our home base, Braze will be in the last tranches of businesses reopening, in large part because we can operate so smoothly while remote. When we do open back up, we want to start off by making the office available as a resource. That means we're thinking through what people may want to use the office for, such as using our extensive whiteboards for ideation or taking advantage of the space to storyboard a new feature.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"65396764c8e0\",\"_type\":\"block\",\"children\":[{\"_key\":\"65396764c8e00\",\"_type\":\"span\",\"marks\":[],\"text\":\"We’re still eager to be in the office: A huge part of learning occurs from spending time around others. The energy of a great meeting, chatting with and smiling at people in the hallway, seeing people in other departments builds bonds and drives employee retention. When we do finally get back together, one thing is for certain: We won’t take it for granted.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"84425c9555d1\",\"_type\":\"block\",\"children\":[{\"_key\":\"84425c9555d10\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"Despite the current pandemic, \"},{\"_key\":\"84425c9555d11\",\"_type\":\"span\",\"marks\":[\"2cdca32c63a6\",\"em\"],\"text\":\"Braze is hiring\"},{\"_key\":\"84425c9555d12\",\"_type\":\"span\",\"marks\":[\"em\"],\"text\":\"! Check out our careers page to learn more about the company and current open roles.\"}],\"markDefs\":[{\"_key\":\"2cdca32c63a6\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-775\",\"_type\":\"reference\"}}],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/e399c2ec1dc8f37757ae2478f6dbe7055f3a7b3d-1400x700.jpg\",\"publishedDate\":\"2020-06-23T14:00:00-04:00\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-e399c2ec1dc8f37757ae2478f6dbe7055f3a7b3d-1400x700-jpg\",\"_type\":\"reference\"}},\"pageDescription\":\"Working remotely these past three months has caused some notable changes for our teams. Here are a few different areas we've adapted in response to our new work-from-home reality.\",\"pageTitle\":\"How Braze Engineering Adapted to the COVID-19 Era\",\"slug\":{\"current\":\"braze-engineering-covid-19-adaption\"}},\"title\":\"How Braze Engineering Adapted to the COVID-19 Era\"},{\"_id\":\"imported-craft-5887\",\"_type\":\"blogPost\",\"body\":[{\"_key\":\"f083368be7e1\",\"_type\":\"block\",\"children\":[{\"_key\":\"f083368be7e10\",\"_type\":\"span\",\"marks\":[],\"text\":\"When it comes to messaging in the digital age, it might be tempting to find one’s perspective dominated by questions of \"},{\"_key\":\"f083368be7e11\",\"_type\":\"span\",\"marks\":[\"bc57e7649e3d\"],\"text\":\"scale\"},{\"_key\":\"f083368be7e12\",\"_type\":\"span\",\"marks\":[],\"text\":\". After all, with literally 3.5 billion global smartphone users reachable via \"},{\"_key\":\"f083368be7e13\",\"_type\":\"span\",\"marks\":[\"eeb0d04d2161\"],\"text\":\"email\"},{\"_key\":\"f083368be7e14\",\"_type\":\"span\",\"marks\":[],\"text\":\", \"},{\"_key\":\"f083368be7e15\",\"_type\":\"span\",\"marks\":[\"2348a761c663\"],\"text\":\"SMS\"},{\"_key\":\"f083368be7e16\",\"_type\":\"span\",\"marks\":[],\"text\":\", \"},{\"_key\":\"f083368be7e17\",\"_type\":\"span\",\"marks\":[\"dd7bc7b9df0a\"],\"text\":\"in-app messaging\"},{\"_key\":\"f083368be7e18\",\"_type\":\"span\",\"marks\":[],\"text\":\", \"},{\"_key\":\"f083368be7e19\",\"_type\":\"span\",\"marks\":[\"69605428847f\"],\"text\":\"push notifications\"},{\"_key\":\"f083368be7e110\",\"_type\":\"span\",\"marks\":[],\"text\":\", and other channels, it can feel like it’s just a matter of getting one’s message in front of as many eyeballs as possible, sitting back, and watching the engagement roll in.\"}],\"markDefs\":[{\"_key\":\"bc57e7649e3d\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-11883\",\"_type\":\"reference\"}},{\"_key\":\"eeb0d04d2161\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-25238\",\"_type\":\"reference\"}},{\"_key\":\"2348a761c663\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-24343\",\"_type\":\"reference\"}},{\"_key\":\"dd7bc7b9df0a\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-21582\",\"_type\":\"reference\"}},{\"_key\":\"69605428847f\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-9144\",\"_type\":\"reference\"}}],\"style\":\"normal\"},{\"_key\":\"43e4a958c9be\",\"_type\":\"block\",\"children\":[{\"_key\":\"43e4a958c9be0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Unfortunately, it’s not that easy. The global customer base is not monolithic, but rather a kaleidoscopic whirlwind of differing needs, habits, \"},{\"_key\":\"43e4a958c9be1\",\"_type\":\"span\",\"marks\":[\"64ed94507502\"],\"text\":\"engagement\"},{\"_key\":\"43e4a958c9be2\",\"_type\":\"span\",\"marks\":[],\"text\":\" styles, and communication preferences. Trying to cover it with one-size-fits-all messaging is a tactic undertaken at your peril, as any non-car owner who’s received a robocall about the warranty on their vehicle can tell you. Delivering the wrong message to the person at the wrong time can decrease its effectiveness or, at worst, create the kind of customer alienation that can be difficult to repair.\"}],\"markDefs\":[{\"_key\":\"64ed94507502\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-7500\",\"_type\":\"reference\"}}],\"style\":\"normal\"},{\"_key\":\"7d659469a51f\",\"_type\":\"block\",\"children\":[{\"_key\":\"7d659469a51f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Fortunately, there’s a practice that can help make sense of all this potential chaos: \"},{\"_key\":\"7d659469a51f1\",\"_type\":\"span\",\"marks\":[\"6752a661d94c\"],\"text\":\"Segmentation\"},{\"_key\":\"7d659469a51f2\",\"_type\":\"span\",\"marks\":[],\"text\":\". The smart deployment of this key tactic can mean the difference between throwing—ahem—stuff against the wall to see what sticks and surgically targeted messaging that hits the right customer when they’re most ready to receive it.\"}],\"markDefs\":[{\"_key\":\"6752a661d94c\",\"_type\":\"link\",\"href\":\"/resources/glossary/segmentation\"}],\"style\":\"normal\"},{\"_key\":\"a4be4d21b250\",\"_type\":\"block\",\"children\":[{\"_key\":\"a4be4d21b2500\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Step Into Segmentation\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"0c9c4059a3a4\",\"_type\":\"block\",\"children\":[{\"_key\":\"0c9c4059a3a40\",\"_type\":\"span\",\"marks\":[],\"text\":\"At its root, segmentation is about dividing a customer base into smaller groups that can be targeted with specific messaging, content, and methodology. There are a number of variables that can be used to create segments, ranging from characteristics such as gender, location, and age to behaviors like interaction patterns with previous campaigns, or where they are in the customer journey. Basically, if your \"},{\"_key\":\"0c9c4059a3a41\",\"_type\":\"span\",\"marks\":[\"066fa37bdd8c\"],\"text\":\"CRM\"},{\"_key\":\"0c9c4059a3a42\",\"_type\":\"span\",\"marks\":[],\"text\":\" can track it, it can be used to help build segments.\"}],\"markDefs\":[{\"_key\":\"066fa37bdd8c\",\"_type\":\"link\",\"href\":\"/resources/glossary/customer-relationship-management-system-crm\"}],\"style\":\"normal\"},{\"_key\":\"5e223bdf7e83\",\"_type\":\"block\",\"children\":[{\"_key\":\"5e223bdf7e830\",\"_type\":\"span\",\"marks\":[],\"text\":\"It’s important to note that segments are not a static thing. With \"},{\"_key\":\"5e223bdf7e831\",\"_type\":\"span\",\"marks\":[\"af7755c37887\"],\"text\":\"dynamic segmentation\"},{\"_key\":\"5e223bdf7e832\",\"_type\":\"span\",\"marks\":[],\"text\":\", it’s possible to move individuals in and out of segments based on fluctuations in behavior and where they are in their relationship to your brand. By allowing for this kind of fluidity, dynamic segmentation ensures that customers are receiving only the messaging that is most relevant to them at any given time, which makes for a better customer experience. After all, when it comes to the outreach experience you’re serving up, the further away from blast messaging you can take your audience, the better.\"}],\"markDefs\":[{\"_key\":\"af7755c37887\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-25986\",\"_type\":\"reference\"}}],\"style\":\"normal\"},{\"_key\":\"42dfce599d48\",\"_type\":\"block\",\"children\":[{\"_key\":\"42dfce599d480\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Divide and Conquer\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"f87e77efed90\",\"_type\":\"block\",\"children\":[{\"_key\":\"f87e77efed900\",\"_type\":\"span\",\"marks\":[],\"text\":\"When you’re looking to provide customized experiences—and see stronger results—segmentation is one of the most effective ways to make that happen. And we’ve seen a number of brands demonstrating how smart segmentation can bear fruit when it comes to their customer relationships and bottom line. Let’s take a look at some of the different approaches they’ve taken.\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"3bc73d9ca320\",\"_type\":\"block\",\"children\":[{\"_key\":\"3bc73d9ca3200\",\"_type\":\"span\",\"marks\":[],\"text\":\"1. \"},{\"_key\":\"3bc73d9ca3201\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Rosetta Stone\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7c44f3e0e72f\",\"_type\":\"block\",\"children\":[{\"_key\":\"7c44f3e0e72f0\",\"_type\":\"span\",\"marks\":[],\"text\":\"Language-learning app \"},{\"_key\":\"7c44f3e0e72f1\",\"_type\":\"span\",\"marks\":[\"f2f4df512b5a\"],\"text\":\"Rosetta Stone\"},{\"_key\":\"7c44f3e0e72f2\",\"_type\":\"span\",\"marks\":[],\"text\":\" used Braze-powered segmentation to deliver customized messaging to a segment of highly-engaged users. By reaching out to its segment of highly engaged users with the right messages on the right channels at the right time, Rosetta Stone saw a 25% increase in subscription-related revenue from this key group.\"}],\"markDefs\":[{\"_key\":\"f2f4df512b5a\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-18290\",\"_type\":\"reference\"}}],\"style\":\"normal\"},{\"_key\":\"e7b1f42c6bd4\",\"_type\":\"block\",\"children\":[{\"_key\":\"e7b1f42c6bd40\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"2. Dots\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"51eb88f96e07\",\"_type\":\"block\",\"children\":[{\"_key\":\"51eb88f96e070\",\"_type\":\"span\",\"marks\":[],\"text\":\"The mobile gaming developer \"},{\"_key\":\"51eb88f96e071\",\"_type\":\"span\",\"marks\":[\"8ed1bc8842b2\"],\"text\":\"Dots\"},{\"_key\":\"51eb88f96e072\",\"_type\":\"span\",\"marks\":[],\"text\":\" took advantage of data associated with each player’s in-game progression to power a highly targeted approach to game monetization. By tracking information on the levels completed and previous conversions associated with each player, they were able to individually target promotional offers and adjust the content of particular promo packs to fit the player receiving it. This segmentation-driven campaign provided a better, more personalized experience for players and a 33% increase in the app’s total revenue.\"}],\"markDefs\":[{\"_key\":\"8ed1bc8842b2\",\"_type\":\"link\",\"href\":\"/customers/dots-case-study\"}],\"style\":\"normal\"},{\"_key\":\"885bd01e43a1\",\"_type\":\"block\",\"children\":[{\"_key\":\"885bd01e43a10\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"3. Showmax\"}],\"markDefs\":[],\"style\":\"normal\"},{\"_key\":\"7f8968e11109\",\"_type\":\"block\",\"children\":[{\"_key\":\"7f8968e111090\",\"_type\":\"span\",\"marks\":[],\"text\":\"Leading streaming service \"},{\"_key\":\"7f8968e111091\",\"_type\":\"span\",\"marks\":[\"af95290116a3\"],\"text\":\"Showmax\"},{\"_key\":\"7f8968e111092\",\"_type\":\"span\",\"marks\":[],\"text\":\" implemented a comprehensive segmentation strategy based on user behavior, drilling down as far as where in the viewing of particular content their audience members were. The results were impressive, including a 204% increase in subscribers, a 71% increase in retention rate, and 19% activation of dormant users.\"}],\"markDefs\":[{\"_key\":\"af95290116a3\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-18567\",\"_type\":\"reference\"}}],\"style\":\"normal\"},{\"_key\":\"e2d3642a8302\",\"_type\":\"block\",\"children\":[{\"_key\":\"e2d3642a83020\",\"_type\":\"span\",\"marks\":[\"strong\"],\"text\":\"Final Thoughts\"}],\"markDefs\":[],\"style\":\"h2\"},{\"_key\":\"4dabeb9110f1\",\"_type\":\"block\",\"children\":[{\"_key\":\"4dabeb9110f10\",\"_type\":\"span\",\"marks\":[],\"text\":\"In an era when users expect personalized experiences, it may come as not much of a surprise that tailoring messagings to particular types of users is an effective strategy. With more ways to track behavior and collect user data than ever before, utilizing segmentation to intelligently interact with different kinds of users is critical to any effective \"},{\"_key\":\"4dabeb9110f11\",\"_type\":\"span\",\"marks\":[\"02f2a7f3a9d6\"],\"text\":\"cross-channel marketing\"},{\"_key\":\"4dabeb9110f12\",\"_type\":\"span\",\"marks\":[],\"text\":\" strategy.\"}],\"markDefs\":[{\"_key\":\"02f2a7f3a9d6\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-6573\",\"_type\":\"reference\"}}],\"style\":\"normal\"},{\"_key\":\"5510446fa31d\",\"_type\":\"block\",\"children\":[{\"_key\":\"5510446fa31d0\",\"_type\":\"span\",\"marks\":[],\"text\":\"To learn more about how to deliver smartly personalized messaging through in-app messaging, check out the Braze\"},{\"_key\":\"5510446fa31d1\",\"_type\":\"span\",\"marks\":[\"f1923e4e255d\"],\"text\":\" In-App Messaging Guide\"},{\"_key\":\"5510446fa31d2\",\"_type\":\"span\",\"marks\":[],\"text\":\" and supercharge interaction with the most engaged members of your audience.\"}],\"markDefs\":[{\"_key\":\"f1923e4e255d\",\"_type\":\"internalLink\",\"reference\":{\"_ref\":\"imported-craft-17714\",\"_type\":\"reference\"}}],\"style\":\"normal\"}],\"featuredImage\":\"https://cdn.sanity.io/images/b7pblshe/marketing-prod/c49459373154ef305d2a9857cc6708aa2892b4dc-1400x700.jpg\",\"publishedDate\":\"2020-09-23T10:00:00-04:00\",\"seo\":{\"noFollow\":false,\"noIndex\":false,\"openGraphImage\":{\"_type\":\"image\",\"asset\":{\"_ref\":\"image-c49459373154ef305d2a9857cc6708aa2892b4dc-1400x700-jpg\",\"_type\":\"reference\"}},\"pageDescription\":\"Segmentation makes it possible to use data to determine the best way to interact with different portions of an audience. 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