The Total Economic Impact™ Of Braze

Q: Why is customer engagement important to marketers?

The rise of mobile and other digital platforms have given consumers more ways to engage with the brands they buy from, allowing marketers to build direct connections with their audiences while also raising user expectations around the experiences that they’re provided. By embracing customer engagement, marketers can nurture these direct relationships, making it possible to support more frequent engagement, larger purchases, or deeper loyalty.

Q: Why do brands turn to Braze to support their customer engagement efforts?

The Braze customer engagement platform allows marketers to create and deploy highly personalized communications to their customers across a range of channels and touchpoints (including email, in-app and onsite messaging, mobile and web push notifications, SMS and RCS, app and web banners and inboxes, messaging apps, and landing pages). Braze also offers a comprehensive and composable set of data products and partner integrations (which helps brands unify, activate, and distribute their data to deliver impactful customer engagement), and an AI offering that can help marketers gain deeper context, apply smarter intelligence, and deliver more meaningful customer experiences at scale.

Q: How does the use of the Braze platform support ROI for brands?

The Braze platform is a multifaceted solution, with the potential to positively impact business outcomes for brands in a variety of ways. In its research, Forrester found that the marketers they spoke to had used Braze to boost ROI by driving improved conversion rates, bolstering retention, reducing technology costs associated with customer engagement solutions, and by allowing marketers to work faster and more independently.

Q: What is Forrester’s TEI methodology?

The methodology associated with a Forrester Total Economic Impact report is a rigorous, standardized framework that’s designed to help businesses evaluate the financial impacts associated with potential technology investments. In connection with the research, Forrester leverages primary data collection (such as customer interviews and surveys, financial modeling, market research, and risk-adjusted analysis) to create a representative business case for a hypothetical “composite organization” that invests in technology based on real-world experiences. A TEI provides a structured, transparent, and research-backed framework to quantify the full value of an investment—not just cost savings, but also business benefits, flexibility for future growth, and associated risks.

Q: What brands participated in this study?

In all Forrester TEI studies, the interviewees are anonymous. However, Forrester did speak to brands from a range of industries and regions around the world. Those interviewees include the group manager of lifecycle TPM & database marketing at a financial services company, the global head of lifecycle marketing at a creative app/software company, the CRM & personalization senior manager at a CPG company, the managing director of growth at a media company, the head of martech at a travel app/software company, and the director of marketing technology & customer engagement at a healthcare retail company.

Q: How should readers use Forrester TEI case studies?

Use the TEI as a framework for building your own business case for the use of Braze (or any other software), rather than assuming that you will see identical results to the composite organization developed for the study. Every organization’s ROI will vary based on size, industry, implementation approach, and usage and you will see more accurate results if you map your potential usage to those concrete real-world factors. In addition, while the TEI methodology ensures consistency and credibility across studies, each study is a unique evaluation of one technology with different before-states, investments, and outcomes directly based on the customer sample. Results, metrics, and findings from one TEI study should not be compared to those from another TEI study, as the comparison would be inaccurate and misleading.

To more fully understand the potential return on investment (ROI) and business impact that a customer engagement platform can have, Braze commissioned Forrester Consulting to conduct a Total Economic Impactᵀᴹ (TEI) study.

Forrester found that Braze customers achieved a 457% return on investment over three years, with a net present value of $23.5 million and payback in less than six months. The study examined the combined business impact of the Braze platform and BrazeAI Decisioning Studio™ on a composite organization representative of interviewed Braze customers.

This research, which explored the benefits, costs, and risks associated with investing in the use of Braze as a customer engagement platform, included interviews with six decision makers with an average of more than five years experience using the Braze platform in connection with their marketing efforts.

The Total Economic Impact™ Of Braze, a commissioned study conducted by Forrester Consulting on behalf of Braze, April 2026.

In this study, discover how Braze helped brands drive business and operational impact to:

Achieve an ROI of 457% over three years
Earn $14.2M additional profit from improved conversion and retention, based on the financial model of a composite organization
Drove a $8.5M incremental profit from 1:1 personalization with BrazeAI Decisioning Studioᵀᴹ
Reclaimed 108,500 hours for marketing teams from increased operational efficiency, including the ability to launch campaigns 20 days faster than before
Reduced annual engineering labor by 80% by eliminating technical debt through retiring clunky, support-heavy legacy solutions
Saw a < 6 month payback on the Braze investment