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, announces that Tokyo Gas Co., Ltd. (President: Shinichi Sasayama; hereinafter "Tokyo Gas") has adopted Braze and Databricks for its AI-driven customer engagement infrastructure as part of its efforts to further deepen value co-creation with customers.

As part of the promotion of "deepening relationships with customers" and "expanding digital touchpoints" set forth in the Tokyo Gas Group's 2026-2028 Mid-Term Management Plan, Braze will support the strengthening of the company's data-driven communication infrastructure.

This adoption of Braze aims to further leverage the company's robust customer base and enhance value delivery through a combination of digital and physical touchpoints.

Background of Braze Adoption Braze will contribute to strengthening customer touchpoints for the Tokyo Gas Group, which provides a diverse range of lifestyle services in addition to gas and electricity, serving approximately 13 million existing customers and 4.6 million digital members.

To further strengthen these touchpoints and advance "expansion of provided value through cross-selling" and "expansion of contact opportunities through multi-channels," updating the data-driven communication infrastructure has become a key theme.

Three Key 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 platform, including apps, web, email, and LINE. This makes it possible to provide data-driven customer experiences tailored to each individual while utilizing Braze AI. Tokyo Gas will utilize this as a foundation for deepening relationships with customers and delivering new value.

2. Promotion of Data and AI Utilization through Real-Time Integration with Databricks Braze integrates seamlessly and loosely with the Databricks Data Intelligence Platform—Tokyo Gas's company-wide data and AI infrastructure—without the need to move or copy data. This strengthens data and AI utilization, enabling the following: - Continuous improvement based on data - Sophistication of the value delivery process - Improved communication accuracy through the use of AI

3. Realization of an Operational Structure Where Marketers Lead High-Speed PDCA Cycles Braze features a simple GUI-based, no-code UI/UX environment. This allows marketers to lead the entire process, from segment creation and delivery scenario design to the overall PDCA cycle, enabling the implementation of real-time measures and the acceleration of the PDCA cycle.

Future Outlook: Improving Customer Loyalty and LTV Moving forward, through the integration of Braze and Databricks, both companies will support the following initiatives at Tokyo Gas: - Consistent experience design from gas and electricity contracts to lifestyle services - Improvement of customer loyalty - Maximization of LTV (Lifetime Value) - Expansion of multi-channel touchpoints - Optimization of value delivery processes utilizing digital technology

About Braze Braze is a customer engagement platform that empowers brands to "Be Absolutely Engaging." With Braze, marketers can collect data from any source and execute campaigns, enabling personalized, real-time, multi-channel communication with customers from a single platform. Furthermore, by repeatedly testing hypotheses and optimizing with AI, and leveraging scalability to support high-volume delivery, brands can achieve hyper-personalization, building and maintaining compelling relationships with their most enthusiastic fans. The company was named one of the 2024 U.S. News Best Technology Companies to Work For, was recognized as one of the Best Workplaces for Women in 2023 by Great Place to Work UK, and was named a Leader in the 2023 Gartner Magic Quadrant for Multichannel Marketing Hubs and Marketing Hubs. The Forrester Wave: Cross-Channel Marketing Hubs, Q1 2023. Braze is headquartered in New York and has over 10 offices across North America, Europe, and APAC. For more information, please visit https://www.braze.com/ja.