Braze, Inc.

What do you like best about the product?

I really like how Braze handles data transformations; it's pretty interesting. Action-based triggers and media triggers are also helpful because they assist me in gathering data from different platforms and updating user profiles as needed. Setting up Braze was straightforward too, thanks to the dedicated engineers and training sessions, which included webinars and a learning path with certifications, making it easy to understand how to work with the data architecture and build emails.

What do you dislike about the product?

I feel that Braze could really improve when it comes to personalization on a landing page. Right now, it doesn't fully support extensive scripting like it does for emails, which would be great if we could apply that level of personalization to landing pages too. Also, there's a limit to how many landing pages we can build. It would be really helpful if we could create more pages, maybe at least 50, without having to upgrade the tiers. This would allow us to utilize the platform more efficiently.

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

Braze helps me integrate different platforms without extensive technical know-how, making email and personal interactions easier. It simplifies data transformations and action-based triggers, allowing me to collect and update user information efficiently.

What do you like best about the product?

It’s a very complete tool. The AI features are consistently helpful, and I also appreciate being able to use SQL formulas to get results. The intelligence channel and the user data are both very useful as well.

What do you dislike about the product?

It has so many features that sometimes I feel we don’t fully take advantage of everything it offers. Also, when I’m editing a workflow, it’s exhausting that I can’t delete multiple steps at once and instead have to remove them one by one. A/B testing with segments is also difficult to set up and get working the way I need.

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

It helps us solve many of the use cases our stakeholders want to implement and tackle.

What do you like best about the product?

Braze allows us to send targeted campaigns with an easy-to-use UI. One of my favorite features is Campaign Monitoring ("Be the first to know if unusual volume is detected") and I also appreciate the automatic tracking charts. It integrates well with Hightouch and is generally reliable and fast.

What do you dislike about the product?

There is a bit of a learning curve to Braze - I wish there were a better getting-started FAQ / onboarding guide

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

We have many campaigns running at the same time - Braze helps us stay organized and helps us move quickly

What do you like best about the product?

I really appreciate how user-friendly Braze is. Most of the features are very intuitive, which makes it easy to build, test, and optimize campaigns without needing a very technical setup for every change. I also like the flexibility Braze offers through tools like Liquid snippets, content blocks, catalogs, and connected content, which make personalization much more scalable. Overall, Braze does a great job of combining usability with advanced personalization and automation capabilities. The main factor in our decision to switch from Salesforce was Braze's greater flexibility and ease of use for building personalized, real-time, and multi-channel customer journeys.

What do you dislike about the product?

One area that could be improved is the Teams feature. Since we use a single workspace for multiple countries, Teams is very important for us, but it is still a bit limited, especially for reporting. For example, in Report Builder, we cannot filter results by Team. This makes country-level analysis more manual, especially when comparing performance across markets. It would also be helpful to have Team-based views for key metrics, easier exports, and more flexibility to build reports that respect the same Team structure we use operationally.

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

I use Braze to centralize and automate customer communications, personalize journeys, segment users based on behavior, and manage multiple channels.

What do you like best about the product?

It's easy to use, there are tons of resources to get me to understand new things I don't know. I also use Claude to help me do more complicated experiments or more complex segmentation. There's everything we need to know about our clients and we can go as granular or as broad as needed. It can support really large sends as well, always reliable.

What do you dislike about the product?

I wish there were an easier way to duplicate steps, and to duplicate multiple campaigns at once for recurring GTMs.

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

It helps my team work on multi-channel projects, we all use it quite extensively. It also supports new experiments, where we can test new placements for messaging and allows us to truly customize our messaging. We can code our own in-app or web messages to our brand likeness. It supports different assets like GIFs or videos as well, so we can give a more dynamic experience to our clients.

What do you like best about the product?

What I like best about Braze is the flexibility it gives us to build sophisticated, personalized customer journeys without making every use case overly complex. Canvas makes it easy to visualize and manage multi-step, cross-channel journeys, while Liquid provides the flexibility to personalize messaging, apply business logic, and dynamically tailor content at the individual customer level.

The UI is generally intuitive and makes it easy to move between audience building, campaign creation, testing, and performance reporting. Braze also performs well with large audiences and complex personalization, which is especially important for a high-volume CRM program.

The integrations and data flexibility are another major strength. Being able to use customer attributes, behavioral events, catalogs, APIs, and external data within campaigns allows us to build much more relevant experiences and reduces the amount of manual campaign work.

From an ROI perspective, the biggest value is the combination of speed, personalization, and experimentation. We can create highly targeted experiences, test different approaches, and quickly iterate based on performance. The flexibility of the platform also allows the marketing team to own more of the execution directly, reducing the need for engineering support for many day-to-day use cases.

Support and onboarding have also been strong. Braze has a large amount of documentation and educational content available, and having access to knowledgeable support is valuable when working through more advanced implementations, particularly around Liquid, data architecture, integrations, and complex Canvas use cases.

Braze is also continuing to expand its AI and intelligence capabilities. There is a lot of potential in using AI to make decisions around targeting, personalization, content, optimization, and journey orchestration. As these capabilities become more integrated into everyday workflows, I think they can further reduce manual work and help marketers make faster, more data-driven decisions.

Overall, Braze gives us the tools to move faster, personalize at scale, and build increasingly sophisticated customer experiences while giving marketers a high degree of control over execution.

What do you dislike about the product?

What I dislike most about Braze is that some of its biggest strengths—flexibility and customization—can also make the platform more complex than it needs to be.

From a UI/UX perspective, there are areas where workflows could be more intuitive and consistent. As you get into more advanced Canvas builds, segmentation, Liquid personalization, and troubleshooting, it can sometimes take several steps to understand exactly why something is or isn’t working. Better debugging and visibility into data and personalization logic would be especially valuable.

Integrations are powerful, but they can require significant upfront planning around data structure, event taxonomy, attributes, and APIs. Once everything is configured correctly the platform is very flexible, but getting there can require close coordination between marketing, data, and technical teams.

Performance is generally strong, but reporting and analysis could be more robust and flexible. For more detailed analysis, we sometimes need to take data outside of the platform rather than being able to answer every question directly within Braze.

Pricing can also become a consideration at scale. Braze provides a lot of value, but organizations need to make sure they are taking advantage of the platform's more advanced capabilities—personalization, automation, experimentation, and cross-channel orchestration—to maximize the ROI rather than using it primarily as a campaign deployment tool.

Support and onboarding are helpful, although there can be a learning curve for advanced functionality. Documentation is extensive, but more complex use cases can require digging through documentation or working with support to determine the best approach. More advanced, real-world implementation examples would make that process easier.

Finally, while Braze is investing heavily in AI and intelligence capabilities, some of the AI functionality still feels like an evolving part of the platform. I would like to see AI become more deeply embedded into everyday workflows—not just content creation, but also audience discovery, journey optimization, performance analysis, troubleshooting, and recommendations for improving campaigns.

Overall, most of my frustrations come from wanting Braze to make its advanced capabilities easier to use, troubleshoot, and measure. The platform is extremely powerful, but there is still an opportunity to make that power more accessible.

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

Braze is helping us solve the challenge of delivering relevant, personalized communications to a very large and diverse customer base. Instead of relying on broad, one-size-fits-all campaigns, we can use customer attributes, behaviors, preferences, and real-time events to determine who receives a message, what content they see, and when they receive it.

One of the biggest benefits is the ability to bring data, decisioning, personalization, and execution together in one platform. Using Canvas, Liquid, catalogs, custom attributes, events, and APIs, we can build sophisticated customer journeys and dynamically personalize content without having to create a separate campaign for every audience or use case.

Braze also helps us automate communications that previously would have required more manual work. We can create always-on journeys triggered by customer behavior, manage messaging across email and push, and continuously test and optimize experiences. This allows our team to spend more time on strategy and experimentation rather than repetitive campaign execution.

From a business perspective, better targeting and personalization help us make our communications more relevant, improve engagement, and ultimately drive incremental revenue. It also gives us the ability to test ideas quickly, measure results, and scale successful approaches across a large customer base.

Overall, Braze is helping us move from traditional campaign-based CRM toward more automated, data-driven customer journey orchestration. The biggest benefit is being able to move faster and deliver more personalized experiences at scale while giving the marketing team greater control over execution.

Recommendations to others considering the product:

To enhance the user experience and streamline the platform's capabilities, Braze could consider the following recommendations:

1. **Simplify UI/UX**: Enhance the intuitiveness and consistency of workflows, especially for advanced features like Canvas builds and Liquid personalization.

2. **Improve Debugging Tools**: Provide better visibility into data and personalization logic to facilitate troubleshooting.

3. **Strengthen Reporting and Analysis**: Develop more robust and flexible reporting tools to allow for detailed analysis directly within the platform.

4. **Optimize Integrations**: Simplify the integration process by providing clearer guidelines and examples for data structure, event taxonomy, and API usage.

5. **Enhance AI Capabilities**: Deepen the integration of AI into everyday workflows, focusing on areas like audience discovery, journey optimization, and performance analysis.

6. **Expand Documentation and Examples**: Offer more advanced, real-world implementation examples to assist users in navigating complex use cases.

7. **Review Pricing Strategy**: Ensure pricing aligns with the value provided, especially for organizations leveraging advanced features.

By addressing these areas, Braze can further empower marketers to harness the full potential of the platform, making it more accessible and effective for a wide range of use cases.

What do you like best about the product?

I find Braze to be user-friendly, and I really like the user interface. The AI Operator feature is quite helpful, especially when troubleshooting issues or setting up segments and liquid logic. I also appreciate that the Braze team is constantly coming out with new features, keeping the platform fresh and useful.

What do you dislike about the product?

I find that analytics and reporting in Braze seem to fall short because I can't get reporting at the segment or dynamic level through Braze reports. It would be beneficial to pull engagement data by dynamic modules within emails or by the segment level for specific deployments.

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

Our team uses Braze for executing multichannel canvases and complex trigger programs with ease.

What do you like best about the product?

I like that braze has a builder block system and it is beginner friendly, while also allowing for advanced users to tweak as needed. The canvas is also very builder friendly, and the segmentation building.

What do you dislike about the product?

I do not like the canvas build and how lengthy it can get scrolling down, the way data is presented, that query do not extend past 1,000 rows. That we can't see inbox placement, that some canvas show entry but are sending 0. Onboarding was done with a third party company and was not helpful, we have been working directly with the braze team now, and I wish that was presented earlier on as now we have to do a complete restructure. Integrating our data has had some issues, but that is not my domain.

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

Braze is allowing us to send more interactive emails, but so far our uses have to provided anything that was not presented on salesforce due to onboarding issues.

What do you like best about the product?

What I liked most was the ease of use, the innovative features, and the various integration possibilities with other platforms.

What do you dislike about the product?

When I try to create very large canvases, the platform ends up crashing.

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

Optimized CRM operation, capable of generating real-time impact and offering personalization in campaigns.

What do you like best about the product?

I think Braze is both very intuitive and very powerful as a tool. It always stays ahead of the curve by developing new features and AI offerings that help marketers and users like me to get the most out of it. I'm impressed with the sheer volume and quantity of customer data that Braze can handle, as well as the number of emails, notifications, and messages it can push out at the same time. Braze is flexible and seems to have something for every use case, allowing for proper segmentation and integration with different providers for custom HTML messages or using their own builders. I frequently use the custom attributes and custom events dashboard, and I also appreciate the content blocks feature and the drag-and-drop editor for emails. Setting up new workspaces is usually intuitive, making communication with marketing teams smooth, along with simple documentation for engineers to follow.

What do you dislike about the product?

I think Braze's customer success could use some work. It feels pretty reactive interacting with our customer success managers, and I think it would be beneficial if they knew more about our work and could offer more tailored suggestions. Also, Braze is quite expensive, which might not fit everyone's budget.

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

Braze helps track a vast global user base, providing flexibility to target specific users with the collected data points, making it intuitive and powerful for handling customer data and marketing scenarios.