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Braze, Inc.
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 Europe by Great Place to Work, 2024 Fortune Best Workplaces for Women by Great Place to Work and was named a Leader by Gartner in the 2024 Magic Quadrant for Multichannel Marketing Hubs and a Strong Performer in The Forrester Wave: Email Marketing Service Providers, Q3 2024. Braze is headquartered in New York with 15 offices.
Reviews (1786)
Marissa S.
Strong cross-channel coordination with usually timely personalization
Reviewed on Sep 25, 2026
Review provided by G2
What do you like best about the product?
It mostly helped our team coordinate customer engagement across channels. The personalization has usually felt timely and relevant, and the AI-powered decisioning and optimization made a significant improvement in which message or experience customers receive. I also like the drag and drop experience and the activity dashboard.
What do you dislike about the product?
Ease of setup was a 4 for me. I also rated AI Copilot and template management as 1.
What problems is the product solving and how is that benefiting you?
Better decisioning and optimization led to a significant improvement in which message or experience customers receive, and it mostly helped us coordinate engagement across channels with usually timely, relevant personalization.
Mike T.
Powerful orchestration and reliable delivery, but weak data quality and reporting
Reviewed on Sep 24, 2026
Review provided by G2
What do you like best about the product?
Integration APIs are non-negotiable for me because no marketing platform exists in a vacuum. Braze’s API layer lets me connect customer data workflows across systems seamlessly, instead of building siloed campaigns that don’t reflect the full customer picture. Workflow Capability is what separates Braze from the lightweight tools out there. I can design complex, multi-step journeys with conditional branching and real-time triggers, and deliver pretty personalized experiences. Performance and Reliability also give me confidence, because when a campaign goes live, timing is everything and I need to trust messages will deliver as scheduled. Braze also coordinated customer engagement across channels very well, and personalization has felt consistently timely and relevant.
What do you dislike about the product?
Data Quality Management is frustrating because Braze assumes a level of data hygiene that rarely exists. Ingesting inconsistent or incomplete data leads to messy profiles and broken segment logic, and there aren’t enough built-in validation or cleansing tools, so I spend significant time troubleshooting before campaigns can even launch, especially across multiple client accounts with different data standards. Dashboards feel overly simplistic for the depth of data Braze captures and lack customization flexibility, so I often have to pull data out and rebuild reports elsewhere. Reporting/Analytics has a disconnect between event-level data and actionable insights: attribution can feel opaque, understanding the full journey across channels often means stitching together reports, and turning raw data into client-ready narratives takes significant manual effort and is time-consuming and prone to error.
What problems is the product solving and how is that benefiting you?
I’m able to connect customer data workflows across systems, run complex lifecycle programs with conditional branching and real-time triggers, and deliver personalized experiences that feel timely and relevant. I also get the confidence to recommend Braze because of its consistent uptime and reliable delivery when campaigns go live, and it coordinates cross-channel engagement very well.
Anonymous
Customizable and Complex with a Steep Learning Curve
Reviewed on Sep 24, 2026
Review provided by G2
What do you like best about the product?
I like being able to segment the audience and send corresponding campaigns with Braze. I also appreciate the ability to send customizable campaigns which help improve activation and retention rates.
What do you dislike about the product?
Braze is a pretty complicated product, and the UI is a little bit too complicated as well. We need to nurture our users by giving them important tips and educational content to move them down the funnel.
What problems is the product solving and how is that benefiting you?
Braze helps us manage long-term cycle campaigns, engage with customers, and improve activation and retention by allowing us to segment our audience and send corresponding customizable campaigns.
Accounting
Strong customization and scheduling, but segmentation can be complex
Reviewed on Sep 24, 2026
Review provided by G2
What do you like best about the product?
I really value the customization and scheduling. They help me tailor communications to the right audience and make sure messages are sent at the right time, which improves engagement and overall campaign effectiveness.
What do you dislike about the product?
The segmentation options can sometimes feel complex, especially when I’m creating detailed audience criteria or managing multiple conditions. I’d like the process to be more intuitive and easier to manage. I also don’t use Rich Notifications much since my day-to-day needs are mostly simple, direct messages, and they can require more setup and customization than standard notifications.
What problems is the product solving and how is that benefiting you?
Better engagement and overall campaign effectiveness from being able to tailor communications and schedule messages at the right time. It mostly helped coordinate customer engagement across channels.
Crystal L.
Quick scheduling and faster notifications when I need them
Reviewed on Sep 24, 2026
Review provided by G2
What do you like best about the product?
Having features available to use as needed has cut down on scheduling a lot, and we’re able to get more notifications out much more quickly. Triggered notifications and bulk SMS have been useful, and whenever we needed reports completed, they were easy to get done.
What do you dislike about the product?
Some features aren’t part of what I use it for. I haven’t used multiple channels or the AI-powered decisioning/optimization, and some things just aren’t needed since we have other items we use (like RingCentral).
What problems is the product solving and how is that benefiting you?
It’s cut down on scheduling a lot and helped us get more notifications out much more quickly. When we needed reports completed, they were easy to get done.
Nate S.
Streamlines day-to-day marketing and helps track reach and performance
Reviewed on Sep 24, 2026
Review provided by G2
What do you like best about the product?
Braze does an excellent job of streamlining the day-to-day marketing management activities while making it easy to see exactly how many folks you're reaching and how well. It’s also done really well coordinating engagement across both mobile and desktop interactions, and between logged-in and anonymous sessions. The built-in AI agent makes reading and adjusting the default dashboard charts much easier.
What do you dislike about the product?
In the end, the TCO ended up being similar to another CRM package even though initially the price was lower
What problems is the product solving and how is that benefiting you?
I’ve been able to coordinate engagement across mobile and desktop, including logged-in and anonymous sessions. We’ve also been able to personalize daily summaries of relevant posts within our communities, and it’s easy to see how many folks we’re reaching and how well.
Andrés Felipe M.
Good integration with databases and campaign customization
Reviewed on Sep 24, 2026
Review provided by G2
What do you like best about the product?
I like that I can integrate with my databases using Cloud Data ingestion and, through the API, I can create catalogs that allow me to customize campaigns. It also worked very well for coordinating customer engagement across channels, and the personalization has consistently felt timely and relevant.
What do you dislike about the product?
I don't find them frustrating, just sometimes difficult to use. Also, there are features I don't use because this is something we do from Salesforce.
What problems is the product solving and how is that benefiting you?
I have been able to integrate with my databases and create catalogs via API to customize campaigns. I have also managed to coordinate customer engagement across channels, with personalization that consistently feels timely and relevant.
Giovanni L.
Strong lifecycle marketing backbone, but dashboards and attribution feel limiting
Reviewed on Sep 24, 2026
Review provided by G2
What do you like best about the product?
Behavior Tracking, Campaign Analysis, and Conversion Tracking are the backbone of our lifecycle marketing strategy, creating a smooth trigger-to-impact feedback loop. With Behavior Tracking, we can capture real-time user actions and trigger highly relevant, personalized messaging at exactly the right moment. Campaign Analysis provides immediate clarity on cross-channel performance, so we can keep testing and optimizing both creative and audience targeting. Conversion Tracking then ties those interactions directly to key business outcomes and revenue, which helps us clearly demonstrate ROI.
Email, push notifications, and in-app messages also integrate smoothly within Braze Canvas, making it straightforward to design cohesive cross-channel journeys. We’ve also gotten value from Sage AI copywriter for subject line and preview text variations, and Intelligent Timing has improved our send-time decisions by delivering messages at each user’s peak engagement hour.
Email, push notifications, and in-app messages also integrate smoothly within Braze Canvas, making it straightforward to design cohesive cross-channel journeys. We’ve also gotten value from Sage AI copywriter for subject line and preview text variations, and Intelligent Timing has improved our send-time decisions by delivering messages at each user’s peak engagement hour.
What do you dislike about the product?
Uninstall Tracking relies on OS-level push notification feedback loops, which can introduce reporting delays and make it difficult to pinpoint churn timing precisely. The Activity Dashboard offers limited custom filtering and mostly high-level visualizations, so we often end up exporting raw data to external BI tools for deeper analysis. Multi-Channel Attribution also feels rigid for complex, multi-touch journeys, which makes it hard to isolate the incremental impact when channels overlap. In addition, third-party messaging channels like SMS or WhatsApp require more technical setup and external vendor configuration before they feel fully unified with our core messaging stack.
What problems is the product solving and how is that benefiting you?
We’re able to deliver truly context-aware user experiences and measure their real business value by tying real-time behavior triggers directly to conversion outcomes. Real-time event processing has enabled us to trigger dynamic push notifications within seconds of key onboarding milestones, using personalized Liquid tags and context-specific recommendations. Sage AI copywriter has saved our team a lot of brainstorming time, and it’s helped lift open rates by surfacing compelling copy hooks and pinpointing high-performing phrasing through automated multivariate testing. Intelligent Timing has also consistently delivered higher open and conversion rates than our manual approach or batch send scheduling.
reviewer2902461
Automated campaigns have reduced setup time and now enable deeper behavior analysis
Reviewed on Sep 24, 2026
Review provided by PeerSpot
What is our primary use case?
Braze's main use case for our organization is marketing automation, creating automated workflows triggered with action-based logic.
I can discuss the abandoned cart canvas, or the cart reminder with personalized products. Braze is very useful for this type of workflow since it allows me to insert personalized data using Liquid content, and it is straightforward once you master the Liquid logic.
I use Braze on a day-to-day basis for one-off campaigns as part of our marketing plan, and it is very handy because it allows me to put forward offers from Braze catalogs, which are directly linked to our data warehouse. We also use it on a day-to-day basis to run analysis, whether simple or more complex. I also find the SQL query builder very helpful when I want to run deeper segment analysis or a user's behavior analysis.
What is most valuable?
The best feature that Braze offers is Canvas, which has many components including action paths, audience paths, delays, user updates, decision splits, send to destination, and feature flags. I also value all of the analysis features that Braze has, such as email performance, the deliverability center connected to Postmaster and Microsoft SNDS, the report builder, and many other report features that are very useful.
I rely most on Canvases, Connected Content, and Liquid code because all of this, combined with cloud data ingestion and the synchronization between our data warehouse, BigQuery, and Looker, makes it very easy to use our backend data without overly complex development.
Thanks to Braze and particularly the training and learning paths that exist within Braze Lab, it is very easy to get trained and practice whenever needed or when I have more time. Even though the learning paths are very long, I found the certifications very useful because they force you to master the tool and to really engage with it and practice hands-on. One of the very positive impacts that Braze has had on our organization is how easy it is to train, practice, and how clear the documentation is.
What needs improvement?
Braze still has some improvements to make on the user interface. Sometimes it is lagging and taking time to load pages when I have many Canvases or campaigns open. I have also noticed that sometimes in the email performance dashboard, when selecting tags or Canvases, the interface is a bit buggy. When we send too much data or large amounts of data, the interface is not as fast as expected and can be somewhat frustrating, but nothing really blocks us.
Regarding support, I can definitely say from my experience that sometimes the technical support is very helpful and provides answers that I would not have guessed without their help because the information is not appearing in the documentation, or it is just very easy and fast for Braze technical support and experts to find the solution to our issue. However, I feel this was more fluent in the past, roughly five to eight years ago. Following the years, I felt the support team really grew larger, increased in size, and the technical expertise decreased, which makes sense because the larger the team, the less experience each individual can have. However, the faster you answer and the less frustrated users you have. In my case, when I contact support, it is really for technical matters or very specific technical issues that I could not find any solution for, and I know it is not always an easy task because I have been working on Braze for years. In my case, I have noticed that it is not always straightforward to have a solution.
For how long have I used the solution?
I have been using Braze for eight years.
What do I think about the stability of the solution?
Braze has presented stability issues.
What do I think about the scalability of the solution?
Braze's scalability is very good.
How are customer service and support?
Braze's customer service is faster to reply and pretty helpful.
Which solution did I use previously and why did I switch?
In other companies, I have used Adobe Campaign, Brevo, Sendinblue, Batch for push notifications, Airship, and Actito, which is a French CRM tool. In almost all the companies where I was a CRM team lead or head of CRM, I managed to change the CRM tool and migrate to another one, and it was always Braze that won the request for proposal, simply because they performed the best during the technical demonstration. The fact that I was already certified and I knew the tool very well also helped a lot in the decision, even though I was always open to switching to another tool, especially because of the pricing.
What was our ROI?
Braze has allowed us to reduce the time of creation and setup by half for campaign creation, for at least one-off campaigns and automated workflows, which is really great. When it took one hour to create a campaign from start to finish before, it now takes only thirty minutes. Regarding performance measurement, it is really a game changer; it takes literally three minutes to check and write analysis about a Canvas, a campaign, or a segment's behavior. It is not only a matter of time-saving but also of data enablement; all of this data were not always available before in legacy or previous tools, so having them in Braze is really valuable.
What's my experience with pricing, setup cost, and licensing?
Braze is a pretty expensive tool, but because it is also a very qualitative one. Given the higher price than other tools, we would expect in that case the tool to be very fluent, one hundred percent perfect, with no bugs and no latency, and that is not always the case. I have a mitigated experience when it comes to pricing.
Which other solutions did I evaluate?
We always evaluated other options and compared Braze to Salesforce Marketing Cloud, Brevo, Batch, and Emarsys.
What other advice do I have?
I would advise new users to practice, train, and get certified.
This review has been rated eight out of ten.
Bhagya H.
AI-assisted personalization in Braze saved me time and made messaging more targeted
Reviewed on Sep 23, 2026
Review provided by G2
What do you like best about the product?
I liked using Braze with the AI features for a customer engagement campaign. The AI helped me personalize the campaign based on customer behavior and made it easier to identify relevant messaging for different user segments. I still reviewed the suggestions before using them, but it saved me time during campaign planning and helped me make the communication more targeted. Real-time personalization has felt consistently timely and relevant, and it mostly helped coordinate customer engagement across channels.
What do you dislike about the product?
I’m not fully confident in the controls over what data the AI can access, and the product doesn’t explain clearly why the AI produced a specific result.
What problems is the product solving and how is that benefiting you?
It saved me time during campaign planning and helped me make communication more targeted. I also saw some improvement in which message or experience customers receive.