ContributionsMost RecentMost LikesSolutionsRe: Let's hear what the research says about channels in the 2024 CER Brands are enhancing their cross-channel user experiences and planning to expand across more channels. Survey respondents are using or planning to use channels like email (45%), mobile and web push (43%), targeted app/web content (41%), and in-app/browser messaging (40%). Surprisingly, messaging apps like WhatsApp and Line lead at 47%. Another emerging channel is paid media powered by first-party data (41%). Re: Let's discuss the trends of the 2024 Global Customer Engagement Review! 1. Creativity and strategy work better together with AI If you feel that your campaigns and initiatives could be more innovative and strategic, you're not alone. Our survey found that an overwhelming 98% of marketers are encountering challenges that obstruct their ability to innovate in these areas. So, what exactly is the issue? Our research doesn't point to a single major obstacle, but rather a collection of challenges. About four in ten marketers report difficulties with: Emphasis on KPIs, according to 42% of respondents Too much time spent on business-as-usual execution and tasks, according to 42% of respondents Lack of technology to execute creative ideas, according to 41% of respondents Hard to demonstrate ROI impact of creativity, according to 40% of respondents 2. The full potential of data is more promising than ever Despite the importance of customer behavior and sentiment in understanding consumer needs, only 17% of surveyed leaders are mapping these aspects. Additionally, a mere 6% apply customer insights to drive product and brand strategy. There's also a lack of collaboration in customer engagement, with only 3% continuously collaborating across teams on these programs. In 2024, while 54% of professionals plan to enhance both upstream and downstream metrics, only 22% focus solely on upstream metrics. And lastly... 3. Cross-channel messaging is rapidly evolving—so should your brand As digital platforms and channels proliferate, delivering a consistent cross-channel experience becomes more complex. However, many professionals have achieved "sufficient consistency". Yet, consistency isn't a top priority for most (37%), and 70% lack a unified customer engagement platform for personalized experiences across channels. Those prioritizing consistency and investing in cross-channel efforts see benefits, such as a 126X increase in average sessions per user when using email, in-app messages, mobile push, and web push together. Re: CER AMA question for Braze - tell us more about the report, April! Hey! The "Customer Engagement Review," now in its fourth year, is a significant report in our annual thought leadership on the customer engagement space. This year’s report combines insights from a decision-maker survey, Braze data, and customer stories. The survey, conducted by Wakefield Research for Braze, involved 1,900 VP+ marketing decision-makers from 14 countries, informing the Customer Engagement Index and revealing key trends and their revenue impact. Braze data, drawn from over 9 billion global users and nearly 1,000 brands, provided analysis for activation, monetization, and retention trends, and identified characteristics of brands excelling at customer engagement. We also included customer stories from leading brands across five industries and three regions demonstrating the success of customer engagement.