Shoppers globally say they want seamless communications across sales channels, with their journey documented and data following them the whole time. Retailers have to keep up—with the quality of products and services they deliver, and the ways in which they engage with customers.

The 2025 Retail Customer Engagement Review examines key trends for retail marketers in 2025. In this retail-focused Braze analysis, uncover:

• The top trends shaping customer engagement in retail in 2025, including how retailers can deliver next-level “phygital” experiences that customers have come to expect.
• Strategies for analyzing data more efficiently for personalization.
• Best practices for internal experimentation and collaboration.