Customer Engagement at Incredible Scale: How Braze Powered Exceptional Marketing During 2024

Even the very best marketing campaign can’t move the needle if users don’t successfully receive those messages. Companies shouldn’t lose sight of the importance of uptime as the sheer volume and sophistication of customer engagement programs continues to grow. Speed, scale, and reliability are the name of the game.

The Braze platform makes that possible, supporting use cases from simple transactional notifications to highly sophisticated user journeys that automatically adjust to each customer’s unique preferences and behaviors. By prioritizing reliability, security, and performance at scale, Braze opens up compelling new opportunities for marketing teams, allowing them to build trust with their users by consistently serving up exceptional brand experiences. You can see that in our 2024 numbers, showcasing our best-in-class support for highly relevant customer engagement that doesn’t sacrifice reliability or performance.

Braze scalability and performance: Record-breaking output, advanced sophistication

The Braze platform has supported true, coordinated cross-channel experiences from day one, but the number of different messaging channels that brands use Braze to power continues to grow—expanding from foundational ones like email, SMS, and push notifications to powerful new channels like WhatsApp, RCS, and LINE. And with more brands sending more messages on more channels to more users, we saw record-breaking messaging volumes during 2024 here at Braze:

• 2024 messaging and other Canvas actions: 3.9 trillion
• 2024 API calls: 8.6 trillion
• 2024 global reach (MAU): 6.9 billion (as of October 31, 2024)

These messaging volumes are massive, and the volumes associated with API calls in 2024 were even larger, showcasing growing sophistication among Braze customers and their customer engagement programs. These calls deliver context about users and their actions to Braze in order to trigger messages and drive personalization strategies, allowing brands to do more with their marketing campaigns at scale. On top of this, Braze customers used Cloud Data Ingestion to import over 1.4 trillion rows of data in 2024 from their cloud data warehouses and cloud storage solutions!

When you send marketing campaigns that leverage nuanced, in-the-moment personalization, that can put an increased burden on the systems associated with message sending. Braze is built to handle exceptional scale, and our systems are designed to take whatever our customers throw at it.

“You shouldn’t have to worry about whether your tech stack can keep up for a new product launch or a major sales push,” notes Andy Trevino, VP, Solutions Consulting at Braze. “Braze is built to handle your record-breaking moments—better yet, it’s designed for every one of our clients to experience their best day, all at once.” You can see that in the numbers: More than 300 Braze customers send 1+ billion messages a year, representing more than 13% of our customer base as of October 31, 2024.

As part of our infrastructure work to support customer engagement at this scale and level of sophistication, Braze has been working to expand its global infrastructure footprint. We opened a new, local data center in Sydney, Australia, and we’re on track to open an additional one in Indonesia by the end of April 2025.

Braze reliability and security: Dependable, privacy-driven sophistication at speed

To keep customers engaged and stay ahead of competitors, leading brands need to be able to send responsive, personalized, cross-channel campaigns at volumes that fit their specific audiences and goals. But flawlessly delivering sophisticated customer engagement campaigns doesn’t just happen. To power their marketing programs, teams need a robust platform built to maximize scalability, uptime, and deliverability throughout the year.

More than 2,000 brands around the world depend on Braze to support their customer engagement efforts, and that means we need to be ready for their biggest days—and for every day in between. To provide the reliability our customers depend on, we continuously reinforce our core infrastructure and optimize our internal processes. In 2024 ,we supported 100% uptime between Black Friday and Cyber Monday (BFCM). “During the four-day BFCM period this year, brands using Braze sent more than 50 billion messages, breaking our previous records for send volumes during this period,” explains Jamie Doheny, VP, Technology Services & Chief of Staff, Engineering at Braze. “That included 13.9 billion messages sent on Black Friday and 13.2 billion messages on Cyber Monday.”

Modern customer engagement is built on data. But to sustainably achieve the sorts of highly relevant experiences that today's consumers expect, brands need to prioritize data privacy and security—and work with digital platforms that do the same. That’s why Braze embraces privacy and security by design, integrating safeguards at every level of our operation.

“Secure coding practices and data privacy protections are built into our software development lifecycle across all of our products, policies and processes,” states Jon Hyman, Braze Cofounder and CTO. “We're vigilant about security testing our products, conducting security audits, and consistently evaluating our security controls. Our well-staffed, world-class enterprise security team and corporate data privacy legal team work to continuously improve how we operate.”

To learn more about our company’s privacy and security efforts, check out “How Braze is Built to Support Data Privacy and Security at Scale.”

Final thoughts

2024 was a big year for Braze, but we’re not resting on our laurels. As the customer engagement landscape continues to expand and the level of messaging sophistication consumers expect deepens, marketers will face increased pressure to better target, personalize, and optimize the messages that they send to their customers, and Braze will be there to help make it all possible—send by send, campaign by campaign, and journey by journey. We can’t wait to see what the future holds.

Forward-Looking Statements

This blog post contains “forward-looking statements” within the meaning of the “safe harbor” provisions of the Private Securities Litigation Reform Act of 1995, including but not limited to, statements regarding the performance of and expected benefits from Braze and its products and features. These forward-looking statements are based on the current assumptions, expectations and beliefs of Braze, and are subject to substantial risks, uncertainties and changes in circumstances that may cause actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by the forward-looking statements. Further information on potential factors that could affect Braze results are included in the Braze Quarterly Report on Form 10-Q for the fiscal quarter ended October 31, 2024, filed with the U.S. Securities and Exchange Commission on December 10, 2024, and the other public filings of Braze with the U.S. Securities and Exchange Commission. The forward-looking statements included in this blog post represent the views of Braze only as of the date of this blog post, and Braze assumes no obligation, and does not intend to update these forward-looking statements, except as required by law.