Braze (BRZE) Citi's 2024 Global TMT Conference summary

Business overview and industry trends

• Focus on customer engagement for consumer brands, leveraging trillions of data points and messages annually across multiple channels like push, email, SMS, and WhatsApp.

• Emphasis on real-time data activation and personalized, context-aware communication throughout the customer journey.

• Brands are shifting from third-party to first-party data strategies due to privacy changes and the decline of third-party cookies.

• Direct-to-consumer models and connected products are enabling deeper customer relationships and new business models.

• The evolution toward first-party data is still in early stages across most industries.

Technology and GenAI integration

• GenAI is enhancing marketer productivity by automating tasks like scripting, content creation, and data analysis.

• AI-driven automation enables more effective, personalized, and scalable customer engagement strategies.

• Adoption of transformer models has improved item recommendations, making them more generic and effective.

• GenAI is both an enabler for automation and a driver of increased platform usage.

Sales, product, and go-to-market initiatives

• Investments in sales productivity and global expansion are showing early positive results, with improved win rates in targeted regions.

• Transition to a flexible credits model for messaging channels has reduced friction, increased customer flexibility, and is now the default.

• Product-led growth initiatives, including free trials and improved onboarding, are designed to boost demand and support enterprise deal cycles.

• Enhanced partner ecosystem supports scalable onboarding and integration for new customers.