Braze, Inc.

What do you like best about the product?

At Cross The Tracks, what stands out most about Braze is how intuitive and powerful the platform is across the entire lifecycle of our campaigns. The UI/UX is a real highlight, particularly the Canvas builder, whose drag-and-drop interface and decision paths make it easy to create and manage complex customer journeys for different audience segments like early-bird buyers, VIPs, and returning attendees—saving us hours of manual work each week. Braze also integrates seamlessly with our ticketing platform and data warehouse, allowing us to use real-time purchase and engagement data to trigger highly relevant messaging, such as lineup announcements or last-call ticket pushes. In terms of performance, the platform is reliable even during high-pressure moments like ticket launches, ensuring messages are delivered quickly and consistently when timing is critical. While the pricing represents a meaningful investment, the ROI is clear through improved engagement and increased ticket sales driven by personalized, automated campaigns. The support and onboarding experience has also been strong, with a responsive and knowledgeable team that provides both technical help and strategic guidance when needed. On top of that, Braze’s AI and intelligence features, such as predictive segmentation and intelligent channel optimization, have helped us refine how and when we reach our audience, boosting engagement and conversions without adding extra workload. Overall, Braze has become a central part of how we connect with our audience, enabling us to deliver timely, personalized experiences that reflect the energy and diversity of the Cross The Tracks festival.

What do you dislike about the product?

While Braze is powerful, there are still some UI/UX limitations that can make it less user-friendly than competitors. For example, I recently encountered an issue where the platform allowed me to schedule a mailer for a time that had already passed, without any warning. This resulted in an important campaign not being sent, even though it still appeared as “scheduled,” which was frustrating from both a usability and reliability standpoint. Another challenge is that timezone settings aren’t easily adjustable—our instance is locked to Central European Time, so I constantly have to account for the time difference when scheduling campaigns. Small issues like these can interrupt workflow efficiency and increase the risk of errors, especially during time-sensitive campaign periods.

What problems is the product solving and how is that benefiting you?

Braze solves the challenge of delivering timely, behaviour-driven messaging, which is particularly valuable for our VIP upgrade funnel at Cross The Tracks. Previously, upgrading customers required more manual follow-up and often missed the ideal moment to convert interest into action. Now, through our integration with Kaboodle, ticket purchase data flows into Braze in real time, allowing us to trigger a “thank you” email immediately after someone buys a standard ticket, with a clear and relevant VIP upgrade offer included. This instant response means we are reaching customers at peak intent, while their purchase is still top of mind. We can then build on this with follow-up reminders and tailored messaging depending on whether they engage or upgrade. This approach has made the process far more efficient and has led to stronger upgrade conversion rates, while also creating a smoother and more personalised experience for our audience.

What do you like best about the product?

Great UI, agile and extremely fast deployment of campaigns

What do you dislike about the product?

Cannot duplicate groups within the audience split component. No option to have segment volume cap sizes within canvas builds. When adding attaching email templates, you cannot see the actual email template label when configuring the email settings

What problems is the product solving and how is that benefiting you?

Helping us to be more agile and reactive to certain moments of the year when needing to send out commercially impactful campaigns

What do you like best about the product?

I really appreciate the self-serve capabilities of Braze, which allow me to handle the entire process from designing the email to selecting data and actually deploying it. This feature helps me be reactive and timely in my communications. I also like how quick we can deploy communications to our customers with Braze, which was an issue with our previous tool.

What do you dislike about the product?

Not being able to provide a print solution. We don't just need to send emails or SMS to our customers; we also have customers that are non-digital, so we need to serve them with a letter which currently we are unable to do in Braze.

What problems is the product solving and how is that benefiting you?

Braze lets me self-serve and quickly deploy comms to our customers, making us reactive and timely.

What do you like best about the product?

I really like how content is templatised by: email template, content block, in-app message etc.

I like the catalog system where we can draw upon our product dimensions

I like the Braze Canvas Ux and how intuitive it is to craft different audience splits

What do you dislike about the product?

Probably how in the HTML editor, there's no preview of the html you're building

But not much else

What problems is the product solving and how is that benefiting you?

Previously we couldn't really craft omnichannel campaigns where we show someone an email then a push notification and then an in-app modal. NOw that's possible

What do you like best about the product?

My favourite part of Braze, compared with other CRM platforms, is how easy Canvas is to use. It makes it simple to build journeys that are still intricate when they need to be. Braze AI is also a helpful tool.

We also have a rich amount of data that integrates in to Braze, making the platform very tailored to our needs.

When i first started in my role, I felt their may be a steep learning curve - but with the amount of Braze courses and support, its been easy to get up to speed.

What do you dislike about the product?

Although I like Braze AI, I feel it could benefit from being faster. At times, it feels like I’m stuck waiting for a response.

What problems is the product solving and how is that benefiting you?

Braze is helping us pull in rich data from our databricks account and our app. Its helping us talk to our customers in a hyper personalised way.