Let's hear your predictions on the future of customer engagement

Question

What excites you most about the future of customer engagement?

mmitchell · Answer

What excites me most about the future of customer engagement, especially at Braze, is the convergence of true personalization at scale, powered by intelligent automation and a deeper understanding of human behavior. After all, if you are truly focused on the customer then you want to use these powerful tools to drive your entire marketing strategy and team to continue to elevate your customer experience.&nbsp;I get excited thinking about brands moving beyond reactive marketing to truly anticipating customer needs and delivering value before they even explicitly ask for it. Imagine a brand proactively anticipating your needs, then marketing moves beyond sales, into the space of personalization that feels helpful versus transactional. The future of personalized marketing where AI handles the heavy lifting of optimization, content creation, and journey mapping will give marketers the opportunity to focus on creativity, strategy, and fostering genuine human connections. Braze's ongoing investment in AI, from predictive analytics to generative AI for content, is precisely aimed at making marketers more efficient and effective.&nbsp;The future of engagement isn't just about the next sale, but about creating memorable, positive interactions that make customers feel seen, understood, and valued throughout their entire lifecycle with a brand.