I've been working with the platform nearly 10 years, now in my 3rd company using it. What I like the most: - reliable and flexible data connectivity (import and export), - good documentation (e.g. 'see me in Postman' for REST Endpoints), - intuitive and easy to use, - making complex tech comprehensible for non-tech team members, - matching well Marketing Engagement requirements towards building an omni-channel CRM, - strong Customer Success Managers, - Team is open for feedback, listens to the Customers and keeps improving the product, helpful in looking for workarounds when something is not available out-of-the-box, - great community around the product (e.g. Braze Bonfire, all events). What could be improved: - pace of updates can be hard to follow, - dashboard customisation per relevant features or per user role would be helpful, - help tickets becomes less helpful as you grow more experienced - responses do not match expectations/ depth, - uneven development focus - newer features get lots of attention (e.g. AI, WhatsApp) while basic ones remain untouched (e.g. clicks include unsubscribe clicks or opens include machine opens, leading to the wrong idea about the message engagement), - platform develops a lot in the direction of frequent usage, high retention brands, not always matching reality of the slower businesses (e.g. limitation to event count in the last 30d).

Although the product has been good, there was a large learning curve for implementation leading to tough direct impact quickly. The best part of the product is its reliability, which is a huge change from our last product.