Braze is primarily utilized by organizations to enhance customer engagement and deliver personalized experiences across the customer lifecycle, often through omni-channel communication. In TrustRadius reviews, users highlight its ease of use, seamless integration capabilities for efficient campaign management, and robust support for data utilization. The platform's visual canvas builder for campaigns and effective segment building are frequently praised, enabling both simple and complex configurations for targeted messaging.

Reviewers also note the positive impact of real-time data capabilities and segmentation features on campaign effectiveness and revenue. However, a recurring area for improvement concerns reporting capabilities, with some reviewers seeking more sophisticated data insights and clearer presentation. While Braze significantly improves customer engagement and journey optimization, its financial return on investment presents a mixed picture, with some noting its cost requires diligent utilization.

Pros

Effective customer journey management and segmentation
Visual and intuitive campaign canvas builder
Facilitates highly personalized messaging and audience targeting
Robust real-time data capabilities for decision-making
Seamless data integration for attribution and behavior understanding

Cons

Reporting capabilities lack sophistication and granular insights
Perceived high cost, requiring diligent utilization for positive ROI

From 5 reviews | Last Published May 26, 2026

Why it matters:

Reviewers consistently report using Braze to drive customer engagement through highly personalized experiences, with all 5 reviewers emphasizing this core functionality. The platform enables organizations to segment customers based on attributes, identify optimal communication channels, and deliver relevant content to individual users. This tailored approach is crucial for lifecycle marketing, allowing for targeted campaigns, testing, and ultimately, increased customer interaction.

“Braze is helping us deliver a personalized experience.”

Why it matters:

Reviewers frequently highlight the utility of Braze's real-time data capabilities, with 3 out of 5 reviewers noting its importance. This feature is particularly valued for providing immediate insights into campaign performance, enabling quick adjustments and reassurance that marketing efforts are effective. It is also seen as crucial for businesses operating in fast-moving commercial environments.

“the real time data is helpful to draw top line numbers and reassurance that campaigns are working.”

Why it matters:

The segmentation options within Braze are consistently praised by reviewers, with 3 out of 5 reviewers specifically mentioning their positive impact. These capabilities are reported to significantly enhance the effectiveness of messaging by allowing for precise targeting, which ultimately leads to higher customer engagement and increased revenue. Reviewers note that advanced segmentation, combined with journey orchestration, directly contributes to business growth.

“Journey orchestration and segmentation have worked hand in hand to see higher engagement from our base which over time has driven significant incremental revenue for the business.”

Braze seeks to provide an AI-based customer engagement solution to help vendors lower their acquisition costs and increase both revenue and customer lifetime value. Please describe the impact the Braze features (such as cross-channel functionality, data integration, real-time streaming data, journey orchestration, segmentation, or analytics) have had on your organization.

From 5 reviews | Last Published May 26, 2026

Summary

Braze's customer engagement solution is perceived positively by reviewers, with its core features contributing to enhanced campaign performance and revenue generation. A significant portion of the feedback, from 3 out of 5 reviewers, highlights the positive impact of real-time data capabilities, noting its utility for monitoring campaign effectiveness and supporting rapid decision-making in dynamic markets. Similarly, segmentation features, also mentioned by 3 out of 5 reviewers, are credited with improving message relevance and customer engagement, which in turn drives incremental revenue. These capabilities are further supported by the platform's data integration and analytics functionalities. Two of the five reviewers specifically commend the ease of data integration, emphasizing its power for attribution and understanding customer behavior. The analytics features, also noted by 2 out of 5 reviewers, provide valuable insights into campaign success metrics, enabling both high-level overviews and detailed performance analysis. Collectively, these features are reported to empower organizations to achieve more targeted and effective customer interactions.

Top Quotes

Real-time data

“the real time data is helpful to draw top line numbers and reassurance that campaigns are working.”

Segmentation

“Journey orchestration and segmentation have worked hand in hand to see higher engagement from our base which over time has driven significant incremental revenue for the business.”

Data integration

“Integration has been very easy to accomplish, the data we are able to get into the system for attribution as well as the data that we are getting out of the platform based on behavior, end customer activity, and customer feedback has been very powerful.”

What positive or negative impact (i.e. Return on Investment or ROI) has Braze had on your overall business objectives?

From 5 reviews | Last Published May 26, 2026

Summary

Braze demonstrates a positive impact on business objectives primarily through enhanced customer engagement and optimized user journeys, though its financial return on investment (ROI) elicits a mixed sentiment among reviewers. A substantial portion of reviewers, 3 of 5, reported significant improvements in customer engagement, attributing this to the platform's capacity for targeted and personalized campaigns. This strategic shift from broad messaging has reportedly led to positive customer retention metrics and an increase in customer lifetime value (CLTV) by fostering greater customer confidence and repeat interactions. Additionally, 2 of 5 reviewers observed that Braze improved the overall customer journey, specifically noting better experiences for lapsed users. However, the cost-effectiveness of the platform presents a nuanced picture. While 2 of 5 reviewers indicated that Braze contributed to reduced overall spend and a lower total cost of ownership due to its ease of maintenance, one reviewer cautioned that the platform is not inexpensive and requires diligent utilization to achieve a positive ROI.

Top Quotes

Improved Customer Engagement

“More targeted campaigns have supported us in reducing offer spend by enabling us to not 'batch and blast' to all players.”

Cost and ROI

“This reduces overall spend, a drive ROI up.”

User Journey Improvement

“Improved the customer journey.”

Describe how you use Braze in your organization. What are the business problems the product addresses and what is the scope of your use case?

From 5 reviews | Last Published May 26, 2026

Summary

Organizations primarily leverage Braze to enhance customer engagement and deliver personalized experiences, a capability highlighted by all 5 reviewers. The platform addresses business problems related to creating targeted and relevant communication strategies across the customer lifecycle. A significant aspect of its utility, noted by 3 of 5 reviewers, is its support for omni-channel communication, allowing for consistent messaging across various touchpoints. Furthermore, 3 of 5 reviewers commend Braze for its ease of use and seamless integration capabilities, which facilitate efficient campaign management and data utilization. The product's commitment to innovation and its responsive roadmap are also appreciated by 2 of 5 reviewers, contributing to its effectiveness in evolving customer engagement strategies.

Top Quotes

Customer Engagement & Personalization

“Braze is helping us deliver a personalized experience.”

Omni-channel Communication

“We use it predominantly as an ESP but also use canvases to add messaging directly to the site.”

Ease of Use & Integration

“Braze excels in terms of providing an easy-to-use interface for creating mobile-friendly emails.”

Please provide some detailed examples of areas where Braze has room for improvement.

From 5 reviews | Last Published May 26, 2026

Summary

Analysis of recent feedback indicates that a primary area identified for potential enhancement in Braze concerns its reporting capabilities. Two of five reviewers (40%) specifically noted a desire for improvements in this aspect of the platform. While the core functionality of Braze was not broadly critiqued in the available reviews, the feedback suggests that users perceive opportunities for more sophisticated data insights and clearer presentation within the reporting interface. This indicates a user base that values robust analytics and seeks greater depth or ease of understanding from their performance metrics. The observations point towards a need for either more granular data options, improved visualization, or a more intuitive way to extract and interpret performance information, rather than a fundamental flaw in the existing reporting mechanisms. Addressing these points could further empower users to derive actionable insights from their campaigns.

Related topics

Reporting Features

Top Quotes

Reporting Features

“Advanced option for the reporting.”

Please provide some detailed examples of things that Braze does particularly well.

From 5 reviews | Last Published May 26, 2026

Summary

Braze is recognized by reviewers for its robust capabilities in customer engagement and marketing automation. A significant portion of reviewers, 3 out of 5, specifically highlighted the platform's effectiveness in managing customer journeys and segmentation. The visual clarity of the canvas builder for campaigns and the ease of segment building were frequently praised, allowing for both simple and complex configurations. Furthermore, 2 out of 5 reviewers pointed to the quality of Braze's documentation and support, noting its detail and helpfulness. The platform's ability to facilitate personalization in messaging and audience targeting was also mentioned by 2 out of 5 reviewers, underscoring its utility in creating tailored customer experiences. These core strengths suggest that Braze excels in providing tools that empower users to design, execute, and refine sophisticated customer engagement strategies.

Top Quotes

Customer Journey and Campaigns

“The canvas builder is clear, and encourages adding complexity to campaigns. It is visually very easy to work with.”

Segmentation

“The segment building is also clear and easy to use, again allowing simpler builds but also more complex builds.”

Documentation and Support

“The documentation is very detailed and helpful, the Google-like search functionality is a good addition, making finding information easier.”

View All Reviews

Braze Reviews

144 Reviews

Easy to use easy to measure ROI.

Rating: 9 out of 10

Incentivized

June 30, 2025

Use Cases and Deployment Scope

We use Braze to help our customers plan, develop and act on their customer engagement strategy. With Braze we are able to use attributes to create segments, identify the best way to communicate with each customer and send the right message using the best channel, and with correct, relevant content. We can also manage the customer journey with an easy-to-use interface, with the fastest ramping up and also take advantage of the frequent new releases and innovation in the platform.

Pros

Segment customers by attributes
Create and manage customer journeys
Manage different channels in one place

Cons

B2B marketing engagement
Artificial Intelligence features

Likelihood to Recommend

Braze is a breeze to be used in B2C use-cases, where brands need to communicate with a large number of customers and prospects. It allows easy management of journeys (even complex ones) and channel management. A/B testing is another easy feature to be used, which helps the marketing teams pick the best version of every asset/campaign. For B2B marketing, Braze is not as robust, but it still works for traditional use-cases.

Verified User

Director in Information Technology (10,001+ employees)

Vetted Review

3 years of experience

Braze Review

Rating: 8 out of 10

Incentivized

June 25, 2025

Use Cases and Deployment Scope

We use it predominantly as an ESP but also use canvases to add messaging directly to the site. Marketing Insights use it for analytics. My role is within customer lifecycle marketing so I specifically use the tool for customer segmentation, testing, campaign roll out and personalisation, using targeted comms to drive customer engagement. We regularly use the Content Cards and In Product Messaging and build automated journeys within lifecycle stages mainly for retention use cases.

Pros

The canvas builder is clear, and encourages adding complexity to campaigns. It is visually very easy to work with.
The documentation is very detailed and helpful, the Google-like search functionality is a good addition, making finding information easier.
The segment building is also clear and easy to use, again allowing simpler builds but also more complex builds.

Cons

I find it frustrating that I can't see previews of active/idle/stopped/archived canvases without going into the canvas, having to click edit canvas, wait for it to open etc - makes it difficult when quickly trying to find a visual example when you're not sure on the canvas name.
It's difficult to navigate between canvas's quickly.
When you add from Media to try and change and image, the image preview is so small it's really difficult to select the right asset when you're working with a block of very similar assets with only small visual tweaks.

Likelihood to Recommend

I work a lot in the Canvas builder, building out automated journeys for customers. Braze has been a great tool for me to add complexity into my targeting using liquid (the AI liquid tool is particularly useful for guidance). I think the newer addition of the last step before scheduling a canvas is particularly helpful, where it provides a step-by-step run through of your set up to check before hitting send. I work predominantly in email so majority of the Braze tools are highly suitable for my role.

Verified User

Employee in Marketing (1001-5000 employees)

Vetted Review

1 year of experience

A powerful marketing automation tool with few trade offs.

Rating: 8 out of 10

Incentivized

June 23, 2025

Use Cases and Deployment Scope

We handle complex business solutions with Multiple sub-brands and manage their communication under a single main brand. Braze is helping us deliver a personalized experience. The training they provide in the initial phase, along with the support during implementation, is appreciable. We are primarily focused on email marketing, where Braze excels in terms of providing an easy-to-use interface for creating mobile-friendly emails.

Pros

Personalisation
Segmentation
Customer Journey through Canvas.

Cons

There should have been separate section for managing the emails.
Option for SQL for segmentation.
Static segmentation.
Advanced option for the reporting.

Likelihood to Recommend

The user interface is good. The new-age functionalities offered by Braze, such as intelligent timing and an AI assistant for copywriting and liquid, are a game-changer. The segmentation capabilities Braze offers, with the ability to show the estimated customer count in the particular segmentation block, help determine whether it’s working correctly or not. If there were a SQL segmentation option, then it should have helped in the case of complex segmentation. There should have been a separate section for managing the emails. Creating and managing emails in Canvas or campaigns directly can be a tedious task.

Verified User

Employee in Marketing (5001-10,000 employees)

Vetted Review

1 year of experience

A top notch Customer Engagement Platform

Rating: 9 out of 10

Incentivized

June 19, 2025

Use Cases and Deployment Scope

I've integrated Braze as a Customer Engagement Platform several times over the last decade and with every integration, our customers receive an omni-channel experience that keeps them educated, informed, and engaged throughout their customer lifecycle from onboarding to new features and experience management. Coupled with a few other tools, Braze is easy to integrate into our backend architecture and mobile apps as well as provides us the data we need to hyper target through multiple channels. Our experience with Braze from a support perspective has been great and the value that we continue to get from leveraging the CEP platform increases over time. Braze is very willing to make introductions to their other partners, to their other customers, as well as help solve complex technical problems when necessary. Several of my experiences with Braze has been very positive, their roadmaps focus on innovation as well as things that clients are asking for and their annual events both local and at Forge are very impactful to the way we learn and do business.

Pros

Technology roadmaps and product development
Ease of integration, documentation, and support
Annual and local events to foster customer success and continuous learning
Engagement with their customers

Cons

None of great impact at this time

Likelihood to Recommend

Regular meetings to educate us, check in on how things are going, and provides timely support that helps us with issues or optimizes our integration. Braze is always very supportive and willing to jump in with guidance/ recommendations/ or technical support.

Verified User

Director in Corporate (5001-10,000 employees)

Vetted Review

9 years of experience

Using Braze to reach the right app users at the right times

Rating: 10 out of 10

Incentivized

June 13, 2025

Use Cases and Deployment Scope

We use Braze for in app communication through dynamic and personalized in app messages, push notifications, and now content cards with feeds in multiple places. We love the dynamic timing of when to send a message and also the audience refinements. This plus the ability to A/B test messaging makes Braze our go to communication hub.

Pros

Event based messaging
Personalized audiences and messaging
Workflows
A/B testing communication

Cons

Reporting clarity
Refining ingested events
Easier multi-channel communication syncing

Likelihood to Recommend

It is wonderfully suited for getting communication out to your audience. It can also get simple information from your users, like preferences or emails. However, it does not do forms or surveys well, especially if you want open ended communication.

Verified User

Team Lead in Product Management (501-1000 employees)

Vetted Review

3 years of experience

A Mobile-First Engagement Platform That Delivers

Rating: 8 out of 10

Incentivized

May 14, 2025

Use Cases and Deployment Scope

We use Braze primarily to create and deliver targeted communications through content cards, enabling personalized and timely engagement with our users. Braze helps us solve the challenge of reaching the right audience with the right message at the right moment. By leveraging its segmentation and personalization capabilities, we're able to drive user engagement, increase retention, and support key business goals across lifecycle marketing. Our use case focuses on owned channels, particularly in-app messaging, to deliver contextual content that aligns with user behavior and preferences.

Pros

Simplify the ability to segment placements
Diversify our strategies in innovative ways
Providing us advance targeting capabilities that help us provide more strategic opportunities for our partners

Cons

More automation would be helpful for setting up geo-targeting
Simplify reporting metric definitions
Regular bugs occur delaying content set up

Likelihood to Recommend

Utilizing Braze for user onboarding activation is ideal, for example when a new user signs up but hasn’t completed identity verification or added a payment method, Braze can send a series of nudges via email, SMS, and in-app messaging. Braze is not ideal for highly regulated financial communications. hese require stringent compliance and audit trails, which may be better handled through core banking systems or platforms built for financial record-keeping

Verified User

Contributor in Marketing (201-500 employees)

Vetted Review

1 year of experience

Advanced and user-friendly customer engagement platform

Rating: 10 out of 10

Incentivized

May 14, 2025

Use Cases and Deployment Scope

I use Braze primarily for engagement marketing campaigns via email, push notification, in-app message, SMS, and content card. These campaigns are meant to encourage our customers to engage more with features of our digital farming platform called "FieldView", and ultimately use it to capture planting, spray application, and harvest data.

Pros

Multi-channel campaigns
Content personalization
Customer journey

Cons

Allow users to share email campaigns via URL as MailChimp does

Likelihood to Recommend

Braze is great for scenarios like multi-step/multi-channel onboarding campaigns to ensure that your new users go through all the necessary steps. Also, with channels like content card, it's great for promoting features, discount offers, or events for a certain period (up to 30 days) directly in your platform's app.

Verified User

Employee in Marketing (501-1000 employees)

Vetted Review

4 years of experience

Best in class tool for delivering personalized communications at scale

Rating: 10 out of 10

Incentivized

May 14, 2025

Use Cases and Deployment Scope

I've used Braze at three employers and it remains my favorite marketing automation platform despite two RFPs. We use it for delivering personalized scheduled and triggered marketing and servicing/transactional messages to our customers. It is our primary customer-facing notification tool.

Pros

Message deployment
Customizability & personalization
Ease of use
Marketer-friendly

Cons

Native BI & Analytics functionality

Likelihood to Recommend

I think Braze is best-in-class for delivering personalized messaging at scale across multiple mediums.

Verified User

Director in Marketing (201-500 employees)

Vetted Review

5 years of experience

If you can afford it - go for it

Rating: 10 out of 10

Incentivized

May 13, 2025

Use Cases and Deployment Scope

We are using Braze to automate emails and campaigns. We are using catalog to connect with our Data, we us an API within Liquid code to get data directly from our Website and we segment all our different use cases. From Newsletters, Marketing Mails to Onboarding Journey or Activity Mailings. It is a big tool that used around our entire company with more than 50 people.

Pros

Orchestration
AB Testing
Segmentation

Cons

Analytics
Current Streams
Localization Features

Likelihood to Recommend

Braze thrives in Big companies with a CDP or Snowflake integration. It is great within the EU as Data is stored here and offers a lot to bigger companies for its extensive user rights, rich features, fast support and quick release of new features.

It's probably not recommended if you just need a plain and simple solution as it needs training due to the vast amount of features available.

Nick Rokitta

Sr. Marketing Automation Manager in Marketing at Statista GmbH (1001-5000 employees)

Vetted Review

1 year of experience

Good but there's room for improvement

Rating: 8 out of 10

Incentivized

May 6, 2025

Use Cases and Deployment Scope

All of our customer journey touch points - from cart abandonment, welcome emails, transactional emails, unengagment emails and one time email blasts.

Pros

Pricing
Show revenue metrics
campaign setup capabilities

Cons

UI/UX is a little outdated

Likelihood to Recommend

I think it has all the right features, but something about the day to day experience is a little outdated and not user-friendly

Verified User

C-Level Executive in Marketing (11-50 employees)

Vetted Review

1 year of experience

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Braze Review

Rating: 8 out of 10

Incentivized

June 25, 2025

Use Cases and Deployment Scope

Pros

The canvas builder is clear, and encourages adding complexity to campaigns. It is visually very easy to work with.
The documentation is very detailed and helpful, the Google-like search functionality is a good addition, making finding information easier.
The segment building is also clear and easy to use, again allowing simpler builds but also more complex builds.

Cons

I find it frustrating that I can't see previews of active/idle/stopped/archived canvases without going into the canvas, having to click edit canvas, wait for it to open etc - makes it difficult when quickly trying to find a visual example when you're not sure on the canvas name.
It's difficult to navigate between canvas's quickly.
When you add from Media to try and change and image, the image preview is so small it's really difficult to select the right asset when you're working with a block of very similar assets with only small visual tweaks.

Likelihood to Recommend

Verified User

Employee in Marketing (1001-5000 employees)

Vetted Review

1 year of experience