Tokyo Gas Adopts AI-Driven Customer Engagement Foundation Combining Braze and Databricks
Tokyo Gas has adopted Braze and Databricks for its AI-driven customer engagement foundation to elevate 1-to-1 communication and maximize LTV across its 13 million customer base.
📋 Article Processing Timeline
- 📰 Published: April 1, 2026 at 19:00
- 🔍 Collected: April 1, 2026 at 10:15
- 🤖 AI Analyzed: April 22, 2026 at 02:56 (496h 40m after Collected)
Braze K.K. (Headquarters: Minato-ku, Tokyo, Representative Director and President: Atsunao Mizutani, hereafter "Braze"), a leader in customer engagement platforms, is pleased to announce that Tokyo Gas Co., Ltd. (President: Shinichi Sasayama, hereafter "Tokyo Gas") has adopted Braze and Databricks for its AI-driven customer engagement foundation as part of its efforts to further deepen value co-creation with customers.
Braze will support the enhancement of the data-driven communication foundation as part of the promotion of "deepening relationships with customers" and "expanding digital touchpoints" set forth in the Tokyo Gas Group's Medium-Term Management Plan for FY2026-2028.
This adoption of Braze aims to further utilize the company's strong customer base and elevate value provision through a combination of digital and physical touchpoints.
Background of Braze Implementation
Braze will contribute to strengthening the customer touchpoints of the Tokyo Gas Group, which deploys diverse lifestyle-related services in addition to gas and electricity, and has approximately 13 million existing customers and about 4.6 million digital members.
To further strengthen these customer touchpoints and advance "expansion of provided value through cross-selling" and "expansion of touchpoint opportunities through multi-channels," updating the data-driven communication foundation has become a critical theme.
Three Major Values Provided by Braze to Tokyo Gas
1. Realization of advanced 1-to-1 communication aimed at improving customer experience
Braze enables consistent, real-time cross-channel communication regardless of the channel, such as apps, web, email, and LINE. This makes it possible to provide data-driven customer experiences tailored to each individual customer while leveraging Braze AI. Tokyo Gas will utilize it as a foundation to deepen relationships with customers and deliver new value.
2. Promotion of data and AI utilization through real-time integration with Databricks
Braze seamlessly integrates with the Databricks Data Intelligence Platform—the company-wide data and AI foundation promoted by Tokyo Gas—in a loosely coupled manner without moving or copying data. This strengthens data and AI utilization, enabling the following:
- Continuous improvement based on data
- Sophistication of the value provision process
- Improvement of communication accuracy through the use of AI
3. Realization of an operational structure where marketers lead a high-speed PDCA cycle
Braze has a simple UI/UX environment that can be operated without code and completed on a GUI basis. As a result, marketers can take the lead in segment creation, delivery scenario design, and the entire PDCA cycle, enabling the execution of real-time measures and the acceleration of the PDCA cycle.
Future Outlook: Improvement of Customer Loyalty and LTV
Moving forward, through the integration of Braze and Databricks, both companies will support the promotion of the following at Tokyo Gas:
- Consistent experience design from gas and electricity contracts to lifestyle services
- Improvement of customer loyalty
- Maximization of LTV
- Expansion of touchpoints across multi-channels
- Optimization of the value provision process utilizing digital technologies
Braze will support the enhancement of the data-driven communication foundation as part of the promotion of "deepening relationships with customers" and "expanding digital touchpoints" set forth in the Tokyo Gas Group's Medium-Term Management Plan for FY2026-2028.
This adoption of Braze aims to further utilize the company's strong customer base and elevate value provision through a combination of digital and physical touchpoints.
Background of Braze Implementation
Braze will contribute to strengthening the customer touchpoints of the Tokyo Gas Group, which deploys diverse lifestyle-related services in addition to gas and electricity, and has approximately 13 million existing customers and about 4.6 million digital members.
To further strengthen these customer touchpoints and advance "expansion of provided value through cross-selling" and "expansion of touchpoint opportunities through multi-channels," updating the data-driven communication foundation has become a critical theme.
Three Major Values Provided by Braze to Tokyo Gas
1. Realization of advanced 1-to-1 communication aimed at improving customer experience
Braze enables consistent, real-time cross-channel communication regardless of the channel, such as apps, web, email, and LINE. This makes it possible to provide data-driven customer experiences tailored to each individual customer while leveraging Braze AI. Tokyo Gas will utilize it as a foundation to deepen relationships with customers and deliver new value.
2. Promotion of data and AI utilization through real-time integration with Databricks
Braze seamlessly integrates with the Databricks Data Intelligence Platform—the company-wide data and AI foundation promoted by Tokyo Gas—in a loosely coupled manner without moving or copying data. This strengthens data and AI utilization, enabling the following:
- Continuous improvement based on data
- Sophistication of the value provision process
- Improvement of communication accuracy through the use of AI
3. Realization of an operational structure where marketers lead a high-speed PDCA cycle
Braze has a simple UI/UX environment that can be operated without code and completed on a GUI basis. As a result, marketers can take the lead in segment creation, delivery scenario design, and the entire PDCA cycle, enabling the execution of real-time measures and the acceleration of the PDCA cycle.
Future Outlook: Improvement of Customer Loyalty and LTV
Moving forward, through the integration of Braze and Databricks, both companies will support the promotion of the following at Tokyo Gas:
- Consistent experience design from gas and electricity contracts to lifestyle services
- Improvement of customer loyalty
- Maximization of LTV
- Expansion of touchpoints across multi-channels
- Optimization of the value provision process utilizing digital technologies