Braze Global Customer Engagement Review Reveals Key Trends for 2025 to Help Brands Build Stronger Customer Connections
Braze (BRZE) has released its fifth annual Global Customer Engagement Review (CER), highlighting key customer engagement trends for 2025. The comprehensive report, based on insights from 2,300 marketing leaders across 18 countries, reveals how brands can strengthen customer relationships and drive business outcomes.
Key findings show that 60% of brands focused on emotional connections exceeded revenue goals, while top performers were 16% more likely to use 3+ channels for engagement. The study also revealed that 43% of marketing executives are concerned about user data consent, and 39% are utilizing AI-powered solutions for advanced customer data analysis.
Top-performing brands are 30% more likely to use AI-powered predictive analytics, 15% more likely to use AI for image generation in campaigns, and 15% more likely to use AI for content quality assurance. The research emphasizes the importance of merging content and technology while prioritizing customer consent to build trust and deliver value.
Braze (BRZE) ha pubblicato il suo quinto rapporto annuale sulla Global Customer Engagement Review (CER), evidenziando le principali tendenze di coinvolgimento dei clienti per il 2025. Il rapporto completo, basato su approfondimenti di 2.300 leader di marketing in 18 paesi, rivela come i marchi possano rafforzare le relazioni con i clienti e migliorare i risultati aziendali.
I risultati chiave mostrano che il 60% dei marchi focalizzati sulle connessioni emotive ha superato gli obiettivi di fatturato, mentre i migliori performer erano 16% più propensi a utilizzare 3 o più canali per il coinvolgimento. Lo studio ha anche rivelato che il 43% dei dirigenti marketing è preoccupato per il consenso dei dati degli utenti, e il 39% sta utilizzando soluzioni basate su AI per un'analisi avanzata dei dati dei clienti.
I marchi con migliori prestazioni sono 30% più propensi a utilizzare analisi predittive basate su AI, 15% più propensi a utilizzare l'AI per la generazione di immagini nelle campagne, e 15% più propensi a utilizzare l'AI per la garanzia della qualità dei contenuti. La ricerca sottolinea l'importanza di unire contenuto e tecnologia, dando priorità al consenso dei clienti per costruire fiducia e offrire valore.
Braze (BRZE) ha publicado su quinto informe anual sobre la Global Customer Engagement Review (CER), destacando las principales tendencias de compromiso del cliente para 2025. El informe completo, basado en información de 2,300 líderes de marketing en 18 países, revela cómo las marcas pueden fortalecer las relaciones con los clientes y mejorar los resultados comerciales.
Los hallazgos clave muestran que el 60% de las marcas que se centraron en conexiones emocionales superaron sus objetivos de ingresos, mientras que los mejores desempeños eran 16% más propensos a utilizar 3 o más canales para el compromiso. El estudio también reveló que el 43% de los ejecutivos de marketing están preocupados por el consentimiento de los datos de los usuarios, y el 39% está utilizando soluciones impulsadas por IA para un análisis avanzado de datos de clientes.
Las marcas de mejor rendimiento son 30% más propensas a utilizar análisis predictivos impulsados por IA, 15% más propensas a utilizar IA para la generación de imágenes en campañas, y 15% más propensas a utilizar IA para asegurar la calidad del contenido. La investigación enfatiza la importancia de fusionar contenido y tecnología, priorizando el consentimiento del cliente para construir confianza y ofrecer valor.
Braze (BRZE)는 2025년 고객 참여 동향을 강조하는 다섯 번째 연례 글로벌 고객 참여 리뷰(CER)를 발표했습니다. 18개국의 2,300명의 마케팅 리더의 통찰력을 바탕으로 한 이 포괄적인 보고서는 브랜드가 고객 관계를 강화하고 비즈니스 성과를 향상시키는 방법을 보여줍니다.
주요 발견에 따르면 60%의 브랜드가 감정적 연결에 집중한 경우 매출 목표를 초과 달성했으며, 성과가 가장 우수한 브랜드는 16% 더 많은 채널을 활용하여 참여를 유도했습니다. 이 연구는 또한 43%의 마케팅 임원이 사용자 데이터 동의에 대해 우려하고 있으며, 39%는 고객 데이터 분석을 위한 AI 기반 솔루션을 활용하고 있다고 밝혔습니다.
성과가 뛰어난 브랜드는 30% 더 많은 확률로 AI 기반 예측 분석을 사용하고, 15% 더 많은 확률로 캠페인에서 이미지 생성을 위해 AI를 사용하며, 15% 더 많은 확률로 콘텐츠 품질 보증을 위해 AI를 사용합니다. 연구는 고객 동의를 우선시하면서 콘텐츠와 기술을 통합하는 것의 중요성을 강조합니다.
Braze (BRZE) a publié son cinquième rapport annuel sur la Global Customer Engagement Review (CER), mettant en évidence les principales tendances d'engagement client pour 2025. Le rapport complet, basé sur les insights de 2 300 leaders marketing dans 18 pays, révèle comment les marques peuvent renforcer les relations avec les clients et améliorer les résultats commerciaux.
Les résultats clés montrent que 60 % des marques axées sur les connexions émotionnelles ont dépassé leurs objectifs de revenus, tandis que les meilleures performances étaient 16 % plus susceptibles d'utiliser 3 canaux ou plus pour l'engagement. L'étude a également révélé que 43 % des dirigeants marketing s'inquiètent du consentement des données des utilisateurs, et 39 % utilisent des solutions alimentées par l'IA pour une analyse avancée des données clients.
Les marques les plus performantes sont 30 % plus susceptibles d'utiliser des analyses prédictives alimentées par l'IA, 15 % plus susceptibles d'utiliser l'IA pour la génération d'images dans les campagnes, et 15 % plus susceptibles d'utiliser l'IA pour l'assurance qualité du contenu. La recherche souligne l'importance de fusionner contenu et technologie tout en donnant la priorité au consentement des clients pour établir la confiance et offrir de la valeur.
Braze (BRZE) hat seinen fünften jährlichen Global Customer Engagement Review (CER) veröffentlicht, der die wichtigsten Trends im Kundenengagement für 2025 hervorhebt. Der umfassende Bericht, der auf Erkenntnissen von 2.300 Marketingführern aus 18 Ländern basiert, zeigt, wie Marken die Kundenbeziehungen stärken und Geschäftsergebnisse erzielen können.
Wichtige Erkenntnisse zeigen, dass 60% der Marken, die sich auf emotionale Verbindungen konzentrierten, ihre Umsatzziele übertrafen, während die besten Performer 16% wahrscheinlicher 3 oder mehr Kanäle für das Engagement nutzen. Die Studie ergab auch, dass 43% der Marketingverantwortlichen Bedenken hinsichtlich der Zustimmung zur Nutzung von Benutzerdaten haben und 39% KI-gestützte Lösungen für die fortschrittliche Analyse von Kundendaten nutzen.
Die leistungsstärksten Marken sind 30% wahrscheinlicher, KI-gestützte prädiktive Analytik zu verwenden, 15% wahrscheinlicher, KI zur Bildgenerierung in Kampagnen zu nutzen, und 15% wahrscheinlicher, KI zur Sicherstellung der Inhaltsqualität einzusetzen. Die Forschung betont die Bedeutung der Kombination von Inhalt und Technologie, während sie den Kundenkonsens priorisiert, um Vertrauen aufzubauen und Wert zu schaffen.
- 60% of brands focusing on emotional connections exceeded revenue goals
- Top performers show 16% higher adoption of multi-channel engagement
- 39% of companies leveraging AI for advanced customer data analysis
- Strong adoption of AI-powered predictive analytics among top performers
- Only 50% of brands use unified platform for cross-channel engagement
- 43% of executives concerned about user data consent issues
- 29% worried about legal risks related to data handling
Leading brands are using AI-powered tools to strengthen relationships, understand customer sentiment and drive stronger business outcomes
The 2025 Braze CER features insights gathered from 2,300 marketing leaders across 18 countries in the
"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."
This year’s report uncovered key trends, including:
Merging content and technology to build deeper connections:
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60% 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. -
In addition, among top performing brands,
16% are more likely to use 3+ channels, yet only half (50% ) of respondent brands use a unified platform for cross-channel engagement.
Prioritizing customer consent to deliver value and build trust:
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43% of surveyed marketing executives worry about user consent for shared data, while29% are concerned about legal risks. -
Top-performing brands leverage in-product channels to prioritize customer consent and deliver value from data collection. Top-performing brands are
31% more likely to use in-app messages and are23% more likely to use dynamic streams of content known as Content Cards.
Using AI to improve trust and enhance experiences:
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39% of respondents are using AI-powered solutions to analyze customer data in more advanced ways, while38% are leveraging AI data tools to better understand customer sentiment and preferences. -
Top-performing brands have found success using AI to power experimentation and optimization and are:
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30% more likely to use AI-powered predictive analytics such as to identify customers likely to churn. -
15% more likely to use AI to generate images for messaging campaigns. -
15% more likely to use AI to automatically QA content for consistency and brand alignment.
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To uncover more insights, download the full 2025 Global Customer Engagement Review report here.
Survey Methodology
The Braze Customer Engagement Review survey was conducted by Wakefield Research among 2,300 marketing leaders with a minimum title of VP, working at B2C companies with an annual revenue of
About Braze
Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty. The company has been recognized as a 2024 U.S. News & World Report Best Companies to Work For, 2024 Best Small & Medium Workplaces in
Forward-Looking Statements
This press release contains “forward-looking statements” within the meaning of the “safe harbor” provisions of the Private Securities Litigation Reform Act of 1995, including but not limited to, statements regarding the performance of and expected benefits from Braze, its products, programs and customer engagement strategies. These forward-looking statements are based on the current assumptions, expectations and beliefs of Braze, and are subject to substantial risks, uncertainties and changes in circumstances that may cause actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by the forward-looking statements. Further information on potential factors that could affect Braze results are included in Braze’s Quarterly Report on Form 10-Q for the fiscal quarter ended October 31, 2024, filed with the
View source version on businesswire.com: https://www.businesswire.com/news/home/20250225215027/en/
Amelia Billinger
Senior Communications Manager
Amelia.Billinger@braze.com
Source: Braze
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