Skip to content
Marketech APAC
  • About Us
  • Reports
  • Events
  • Contact Us
SUBSCRIBE
  • MARKETING
  • TECHNOLOGY
  • PLATFORM
  • SME
Main Feature Marketing Partners APAC
No posts found

Explore the state of customer engagement in 2022

by MARKETECH APAC

-

February 16, 2022

This overarching report explores the current state of customer engagement and tells marketers what they need to know

Singapore – MARKETECH APAC, the digital media for the marketing and advertising industry in APAC, has partnered with Braze, the global customer engagement platform, to launch the industry report on consumer engagement, ‘2022 Customer Engagement Review’, an overarching review of the current state of consumer engagement. 

Combining data from the Braze platform, with the results from a survey of 1,500+ marketing decision-makers across 14 global markets, the report unveils macro trends within customer engagement that emerged in 2021, covers how customer engagement has evolved over the past year, and highlights opportunities for improvement and growth for 2022. 

This is the second instalment of the annual report, and the latest edition assesses shifts in customer engagement trends over the past year, together with actionable insights on what to expect next year, and how brands can address evolving consumer needs, channel preferences, and privacy concerns. Furthermore, to inform the report, data were analysed from three different sources.

“The events of the past two years have fundamentally altered the way customers approach brand relationships. The bar for consumer expectations is at an all-time high,” said Bill Magnuson, co-founder and CEO of Braze.

Today’s brands are embracing customer engagement and it’s paying off. But as the bar for marketing experiences rises, how can your company keep up? The report breaks down findings across five different industries—financial services, health and wellness, media and entertainment, QSR and delivery, and retail and eCommerce—as well as regional breakouts for APAC, EMEA, and the US. Each industry and regional breakout also features a case study from a leading Braze customer, including Linkaja, The Coffee Club, and Mercari.

Notable findings include insights regarding the continued shift toward zero-party (i.e. shared by users) and first-party (i.e. gathered with user consent) data, the emergence of data management as a top challenge for brands, and the growth of brand confidence in their customer engagement abilities. 

“For brands to rise to the occasion, they must focus on establishing a personal connection through customer engagement, and provide seamless communication across their preferred channels and platforms. Companies that fail to provide coordinated, cross-channel customer engagement strategies risk falling behind on business outcomes and revenue goals,” added Magnuson. 

Shaina Teope, MARKETECH APAC’s regional editor, commented, “We’ve seen so many changes in the past two years since the pandemic began, and now that the ‘new normal’ has actually become our ‘norm’, we need to prepare ourselves on the challenges and opportunities arising from this new brand-consumer dimension. Overarching industry reports like the ‘2022 Customer Engagement Review’ are definitely a boon. Through this report, we will be better equipped on how to move forward in 2022, since the insights comprehensively look into the past, present, and future landscape of consumer engagement.“

Also included in ‘2022 Customer Engagement Review’ is the Braze Customer Engagement Index, a framework assessing brands in 12 competencies across two key axes—technology and teams—to put forward a model for best-in-class customer engagement. Each brand is then indexed on these factors and distributed across three maturity stages – Activate (least mature), Accelerate, and Ace (most mature). The index revealed overall positive momentum from last year, with many companies increasing their maturity and sophistication across all 12 customer engagement competencies.

Download your own copy of the report HERE.

Related Tags Marketing Customer Engagement Marketech Apac Braze 2022 Customer Engagement Review
Share this article

Related Articles

View All
What’s NEXT: What the future looks for marketers beyond the cookie
Technology Featured APAC
What’s NEXT: What the future looks for marketers beyond the cookie
December 10, 2021
By MARKETECH APAC
Macallan Experience Exhibition
Marketing Featured East Asia
Whiskey brand Macallan debuts its largest consumer engagement experience in Shanghai
December 8, 2021
By Jean Cabico
This downloadable guide has everything marketers need to boost the consumer engagement funnel
Main Feature Marketing APAC
This downloadable guide has everything marketers need to boost the consumer engagement funnel
October 21, 2021
By MARKETECH APAC
Hubilo-Virtual-Event-Platform-Seed-Funding
Technology Featured Global
Hubilo’s US$125m funding to expand dev’t on the ‘future’ of virtual events, engagement
October 13, 2021
By Teddy Cambosa
MoEngage-Customer-Engagement-SEA-Report
Platforms Featured Southeast Asia
SEA report says e-commerce, retail, D2C consumers engage with brands on web more than mobile
July 5, 2021
By Teddy Cambosa
vmly&r commerce muslim lab
Marketing Featured Southeast Asia
VMLY&R Commerce launches ‘Muslim Lab’ for brands’ engagement with Muslim consumers
June 1, 2021
By Jean Cabico
No posts found

Featured Articles

View All
Expert Up Close: Shahid Nizami, ActiveCampaign’s regional VP for APAC
Main Feature Technology APAC
Expert Up Close: Shahid Nizami, ActiveCampaign’s regional VP for APAC
February 10, 2022
By MARKETECH APAC
CF-Feature-Image-1
Main Feature Marketing Partners Southeast Asia
Brands, conquer the Malaysian market with this all-embracing local consumer report
February 10, 2022
By MARKETECH APAC
What’s NEXT: Top tips for CRO this 2022
Main Feature Marketing APAC
What’s NEXT: Top tips for CRO this 2022
January 31, 2022
By MARKETECH APAC
Top Stories for January: A food delivery platform's new brand mascot comes out on top
Main Feature Marketing APAC
Top Stories for January: A food delivery platform's new brand mascot comes out on top
January 31, 2022
By MARKETECH APAC
What’s NEXT: Why brands must adopt a multi-platform strategy for social advertising
Main Feature Marketing Partners APAC
What’s NEXT: Why brands must adopt a multi-platform strategy for social advertising
January 28, 2022
By MARKETECH APAC
Year-End 2021
Main Feature Marketing Southeast Asia
Insight of The Year: InMobi’s 2021 report on mobile gaming in Indonesia
January 17, 2022
By MARKETECH APAC
No posts found

Most Recent Articles

SRT, TBWA\Singapore bring Macbeth experience to Roblox as part of Project Arts Metaverse
SRT, TBWA\Singapore bring Macbeth experience to Roblox as part of Project Arts Metaverse
May 30, 2025
Fatima Baduria
No posts found
Okaya Power awards integrated media duties to dentsu X India 
May 30, 2025
Aliza Carmona
PepsiCo joins Formula 1’s growing list of official partners
May 30, 2025
Teddy Cambosa
UNIQLO Singapore to open first touchpoint concept store for online-to-offline shopping experience
May 30, 2025
Fatima Baduria
CelcomDigi celebrates preservation of Bornean languages with new chatbot, campaign
May 30, 2025
Teddy Cambosa
Café de Coral pays tribute to generational bonds in new dentsu HK campaign
May 30, 2025
Aliza Carmona
No posts found

Subscribe Now

Agreement(Required)
This field is for validation purposes and should be left unchanged.
Marketech APAC
We deliver the latest marketing news, trends, and best practices that serve everyone in the industry whether you’re from small or big enterprises.

Office

14i Seville Tower, Circulo Verde Phase 1, #70 Calle Industria, Brgy. Bagumbayan, Quezon City, 1100 Philippines +63 917 319 5762
+63 917 319 5762

Follow Us

Facebook Linkedin Youtube Spotify

Content Pillars

  • Marketing
  • Technology
  • Platforms
  • SME

The Publication

  • About Us
  • Contact Us
  • Terms and Conditions
  • Privacy & Cookie Policy
  • Events
  • Reports

Geographical Scope

  • South East Asia
  • East Asia
  • ANZ
  • SouthAsia
  • APAC
  • Global

Events

What's NEXT in Marketing Series
  • Singapore
  • Philippines
  • Hong Kong
  • Indonesia
  • Malaysia
Retail & E-Commerce Innovation Series
  • Malaysia
  • Philippines
Advertising Technology Asia Series
  • Philippines
  • Singapore
Awards
  • Empowered Women Awards
  • Marketing Technology Awards
  • NEXT Awards
  • Indonesia
  • Philippines
  • Malaysia
  • Singapore & APAC

Join our APAC marketing community

Subscribe to our newsletters to get the latest marketing news in the region.

Agreement(Required)
This field is for validation purposes and should be left unchanged.
© 2025 MARKETECH APAC. All rights reserved.
We use cookies to improve your experience and to analyse our traffic. To find out more, please click here. By continuing to use our website, you accept our Privacy Policy and Terms & Conditions. Cookie settingsACCEPT
Privacy & Cookies Policy

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Non-necessary
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.
SAVE & ACCEPT
Home
About Us
Write for Us
Contact Us
Subscribe
Facebook Linkedin