2026 Global Customer Engagement Review

2026 Global Customer Engagement Review

The sixth Global Customer Engagement Review from Braze, we surveyed over 2,200 marketing leaders and analyzed upwards of 6 billion data points spanning more than 750 brands. After crunching the numbers, we’re excited to offer you an inside look at where AI is actually moving the needle, versus where it might be accidentally building a wall between you and your customers.

Dive into the full 2026 Global Customer Engagement Review to find out why:

Marketers think they’re nailing it, but consumers still feel overlooked
AI bots are now "shopping" for your customers—but there are still ways to cut through
Consumers expect brands to pair AI efficiency with a human touch

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