Tokyo Gas Adopts AI-Driven Customer Engagement Platform Combining Braze and Databricks

Braze Inc. (Headquarters: Minato-ku, Tokyo, President: Atsunao Mizutani, hereinafter 'Braze'), a leader in customer engagement platforms, is pleased to announce that Tokyo Gas Co., Ltd. (President: Shinichi Sasayama, hereinafter 'Tokyo Gas') has adopted Braze and Databricks for its AI-driven customer engagement platform as part of its initiative to further deepen value co-creation with customers.

Braze will support the strengthening of Tokyo Gas's data-driven communication infrastructure as part of its efforts to promote 'deepening customer relationships' and 'expanding digital touchpoints' outlined in the Tokyo Gas Group's Medium-Term Management Plan for Fiscal Years 2026-2028.

This adoption of Braze aims to further leverage the company's robust customer base and enhance value provision through a combination of digital and real-world interactions.

Background of Braze Implementation

Braze will contribute to strengthening customer touchpoints for the Tokyo Gas Group, which offers diverse services related to daily life in addition to gas and electricity, serving approximately 13 million existing customers and about 4.6 million digital members.

To further strengthen these customer touchpoints and promote 'expansion of provided value through cross-selling' and 'expansion of contact opportunities through multi-channels,' updating the data-driven communication infrastructure has become an important theme.

Three Key Values Braze Provides to Tokyo Gas

1. Realization of Advanced 1-to-1 Communication Aimed at Improving Customer Experience

Braze enables consistent, real-time communication across channels, regardless of whether it's via apps, web, email, or LINE. This allows for the delivery of data-driven customer experiences tailored to each individual customer, utilizing Braze AI. It will be utilized as a foundation for Tokyo Gas to deepen customer relationships and deliver new value.

2. Promotion of Data and AI Utilization through Real-time Integration with Databricks

Braze seamlessly integrates in a loosely coupled manner with Databricks Data Intelligence Platform, which serves as Tokyo Gas's company-wide data and AI infrastructure, without moving or copying data. This enhances data and AI utilization, enabling the following:

・Continuous improvement based on data

・Advancement of value provision processes

・Improvement of communication accuracy through AI utilization

3. Realization of an Operational System for Continuous High-Speed PDCA Cycles Led by Marketers

Braze features a simple UI/UX environment that is GUI-based and operable with no-code. This allows marketers to lead the entire PDCA cycle, including segment creation and campaign scenario design, enabling real-time initiatives and accelerating PDCA.

Future Outlook: Improving Customer Loyalty and LTV

Going forward, through the collaboration between Braze and Databricks, both companies will support Tokyo Gas in the following initiatives:

・Designing a consistent experience from gas and electricity contracts to lifestyle services

・Improving customer loyalty

・Maximizing LTV

・Expanding multi-channel touchpoints

・Optimizing value provision processes using digital tools