Braze discusses how to make the customer journey more relevant with AI and hyper-personalization at the CMO Summit 2026

Braze, the leading customer engagement platform, participates in the CMO Summit 2026, the largest meeting of CMOs in Brazil. The event takes place on March 25 and 26, at Expo Center Norte in Sao Paulo, bringing together leaders responsible for conducting the marketing strategies of the main companies in the country. The company also presents its engagement and customer relationship solutions at booth 41, in front of the main stage.

On the 25th, the panel “Hyperpersonalization and Efficiency: The Strategy to Master the Customer Journey with AI and large-scale CRM” Braze brings together executives from RD Health and Banco Inter to discuss how organizations are facing the challenge of customizing experiences to massive and diverse bases.The panel discusses the complexity of operating journeys that simultaneously serve profiles with different needs and consumers who demand more attention.

For Raquel Braga, Marketing Director LATAM of Braze, one of the central themes is personalization as a retention strategy in competitive markets, combined with the intelligent use of data to offer more relevant benefits and communications, strengthening the relationship with the customer and reducing migration to competitors. “A logic is to deliver the right offer, at the right time, to a consumer who already has a link with the brand”, in the healthcare industry, for example, the journey extends to care, with the use of diagnostic and test data that assist the patient throughout their journey.

On the second day, the panel “A battle to dominate the Customer Journey: Strategies to generate engagement and ROI” brings together the Director of Marketing LATAM of Braze, Raquel Braga and executives of Vivo, OLX and Azul to discuss how applications have evolved from functional tools to business and relationship hubs that simplify the life of the customer, such as reviewing the car and buying financial services. The panel discusses how brands are transforming the mobile experience into an ecosystem of convenience, able to concentrate services, offers and interactions in a single environment.

Among the highlights are the use of data, artificial intelligence and behavioral signals to anticipate needs, reduce friction in the journey and increase conversion rates. The logic also involves replacing generic communications by contextual interactions, based on models such as Next Best Experience (NBX), consolidating the app as a key player in loyalty and increasing the value generated throughout the customer relationship Vice President of Solutions Consulting Americas da Braze, Rachel Tilghman, takes the stage with an exclusive talk.