Powerful Canvas Automations, But Scheduling and Timezone Settings Need Work
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.
Great UI and Extremely Fast Campaign Deployment
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
Efficient Self-Serve Tool with Room for Print Improvements
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.
Targeted campaigns have improved real-time upsell messaging and template customization
What is our primary use case?
The main goal of using
Braze in my daily work is to help developers build newsletters, push notifications, and in-app messages.
A specific example of how I use Braze for push notifications is when a customer goes to a restaurant and makes an order in real-time. It is expected that they receive a push notification to engage them to make another purchase. For instance, if a customer buys a Big Mac, we want to engage them to buy a sundae for dessert, so we are trying to get a second customer order.
What is most valuable?
I really appreciate the opportunity to build templates in HTML with Braze because we can have the flexibility to build anything instead of just using the fixed templates offered by the tool.
The flexibility with HTML templates helps our team by allowing us to build something more beautiful or more attractive to customers, and we can track clicks and user engagement better through email newsletters.
When we conduct data analysis with Braze, we can analyze via a heat map where customers click the most.
Braze is an excellent tool that covers my main use case.
What needs improvement?
Braze could improve the data analysis capabilities. It is very important to build the communication and send it, but afterwards, the marketing team wants more data and more information about the impact of the campaign, and it is somewhat difficult to see it. Of course, there are the standard metrics, and we can develop additional analysis via a query, but we cannot see everything there.
I remember that I tried to conduct some data analysis via query using Snowflake tables, and it was not possible to see data using custom attributes, only custom events.
I understand that Braze is one of the most important tools for customer engagement, but there are a few things that could improve, as I mentioned, for data analysis.
For how long have I used the solution?
I have been working with Braze since 2021, so I would say five years.
What do I think about the stability of the solution?
Braze is really stable, and when an issue is happening, they are very good at informing in real-time about the problems and the alerts.
What do I think about the scalability of the solution?
Braze can handle growth and larger campaigns easily. We used to send newsletters to around eight million users, and you just need to take care to send in a scaled way, not to send to everybody at the same time.
How are customer service and support?
We can contact Braze customer support via chat, via ticket, or even in the biweekly meeting of thirty minutes, and they are usually very helpful with good answers or even presentations to solve our problems.
What other advice do I have?
It is important to remember that we use Braze with customer data, so if your customer data is not stable and there is a breach of customer private data like name and email, it is not possible to build good content with Braze because it is interesting to create something very customized. I would rate this review an eight out of ten.
Intuitive Canvas and Strong Templating, but the HTML Editor Needs a Preview
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
Easy-to-Use Canvas and Tailored Data Integration Make Braze Stand Out
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.
Powerful Personalized, Real-Time Messaging with Intuitive Analytics
What do you like best about the product?
What I like best about Braze is its powerful and flexible customer engagement tools, especially the ability to create highly personalized, real-time messaging across multiple channels. The platform’s intuitive interface and strong analytics also make it easier to understand user behavior and optimize campaigns effectively.
What do you dislike about the product?
When selecting filter groups under target audience, I can only select one at a time and then need to repeat the process for every segment or custom event I want to select. This costs me a lit of time every day.
What problems is the product solving and how is that benefiting you?
Braze helps solve the challenge of delivering timely, personalized communication to users across multiple channels from a single platform. This benefits me by making it easier to engage customers more effectively, improve retention, and base decisions on real-time data rather than guesswork.
Positive experience
What do you like best about the product?
How easy it to create campaigns and canvases
What do you dislike about the product?
The built in analytics seems a little clunky
What problems is the product solving and how is that benefiting you?
A central hub for multiple touch point marketing
Meets Expectations for Email and Push Campaigns
What do you like best about the product?
It meets my expectations for a product that runs campaigns through email and push notifications.
What do you dislike about the product?
Custom integrations—such as sending personalised content via their API—are expensive and don’t handle high volumes well when you need to operate at scale.
What problems is the product solving and how is that benefiting you?
It helps me target the right audience and send them personalized messages.
Intuitive, Smooth Navigation with Helpful Documentation and Accessible AI
What do you like best about the product?
Very intuitive and easy to use. Navigation throughout the platform is smooth, and there’s plenty of helpful documentation. The AI assistance is also easy to access whenever I need it.
What do you dislike about the product?
Any issues sometimes take longer to get resolved or have to do our own research as to what was causing the problem rather than braze being forthcoming with addressing problems
What problems is the product solving and how is that benefiting you?
Highly personalised messages at scale
