Business
Braze Global Customer Engagement Review Reveals Key Trends for 2025 to Help Brands Build Stronger Customer Connections
Leading brands are using AI-powered tools to strengthen relationships, understand customer sentiment and drive stronger business outcomes NEW YORK--(BUSINESS
About this update from Braze, Inc.
[{"type":"text","content":"\nLeading brands are using AI-powered tools to strengthen relationships, understand customer sentiment and drive stronger business outcomes\n\n\n NEW YORK--(BUSINESS WIRE)--\nBraze (Nasdaq: BRZE), the leading customer engagement platform that empowers brands to Be Absolutely Engaging™, today released its fifth annual Global Customer Engagement Review (CER), uncovering some of the biggest trends shaping customer engagement across AI and experimentation, data and personalization, emotions and loyalty, and more. In today’s always on digital economy, consumer expectations for customer experience continue to rise, and brands face tougher competition than ever before for attention, loyalty, and revenue. The comprehensive report highlights traits of successful, global brands to help marketers uncover how to provide real-life value to customers by analyzing trends in activation, monetization, and retention.\n\n\nThe 2025 Braze CER features insights gathered from 2,300 marketing leaders across 18 countries in the Americas, EMEA, and APAC. The report explores the evolving world of customer engagement, examining the emerging trends marketers should pay attention to this upcoming year. The CER looks at how brands can drive stronger business outcomes by seeking to better understand user signals that surface with engagement on digital platforms and coalesce over time, known as digital body language.\n\n\n\"I truly believe it is the best time to be a marketer. The trends we've uncovered in this report show that by pairing the power of human connection with the force-multiplying power of AI, marketers can build an authentic brand presence and craft experiences that drive sustainable growth,\" said Astha Malik, Chief Business Officer, Braze. \"By moving beyond transactions to truly listen and respond, brands can redefine what customer engagement looks like and delivers.\"\n\n\nThis year’s report uncovered key trends, including:\n\n\nMerging content and technology to build deeper connections:\n\n\n\n60% of brands concerned about emotionally connecting with their customers exceeded their revenue goals supporting that leaders who prioritize emotional impact drive stronger performance, demonstrating self-awareness and a willingness to adapt for better outcomes.\n\n\n\nIn addition, among top performing brands, 16% are more likely to use 3+ channels, ...