Adobe's Customer Journey Analytics is a service built on Adobe Experience Platform that lets the user join all data from every channel into a single interface for real-time, omnichannel analysis and visualization, allowing users to make better decisions with a holistic view of the business and the context behind every customer action.
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Adobe Journey Optimizer
Score 8.1 out of 10
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Adobe Journey Optimizer is a customer engagement solution, enabling brands to orchestrate and deliver personalized customer engagement across all channels — including email, web, app, mobile, and more — in the moments that matter to customers.
The main reason to select Adobe Customer Journey Analytics was due to its ability to merge online and offline data to show some insights. We did not have this ability to view both of these datapoints combined in one report. It helps with better storytelling to our leadership …
Adobe Customer Journey Analytics is really well suited for large organizations with scale and a huge amount of offline/online data from various sources. However, for smaller/mid size businesses it may not be very efficient given the cost implications and dependencies around having AEP as well. There is an opportunity for Adobe to make this scaleable product more widely available but looking at options around how to make this product more mass-market.
AJO is best suited for advanced Martech teams who are already bought into the Adobe ecosystem through the use of RTCDP, AA, AAM, etc. Organizations that are starting their Martech journey are good candidates, as well as those who are reevaluating all of their marketing channel vendors near the same time. Success in AJO is highly dependent on the number of marketing channels added. Close coordination with database teams is essential for success. Many of the offline data requirements benefit from modeling of the data. Having dedicated resources developing AJO (RTCDP)-specific views will reduce the amount of QA required to bring the solutions to market
Customer journey analytics can be used to analyse data from a range of data sources and the data can be visualised, filtered etc. by users.
It also allows users to handle custom data to handle their specific needs and the data can be catered as per users need its like your own customised platform.
The best part is the integration users can connect this to various other platforms with one ID. This helps the user with easier usage and less hassle as everything is kind off a click away.
Journey Canvas UI, when using a mouse with scroll wheel, it defaults to zooming in or out of the map, and not up and down if the map is very extensive.
When trying to break down a dimension by a second dimension and third dimension. If you are replacing the 2nd dimension breakdown, it would be beneficial to keep the 3rd breakdown instead of wiping it out.
It's the most customizable and flexible analytics tool I've used. While the tool can be slow and clunky at times, the value it provides far outweighs those issues. Being able to bring offline data and merge with web data to combine in one place is where clients need to be get the most success out of their data
It has been working very well, and actually it is a reliable tool for audience segmentation and everything that needs to be done for a campaign to deploy correctly
The software is pretty easy to use, but if someone hasn’t really worked with similar software before, it can take a little time. We use simple searches to find help for specific tasks, and just make sure that when we have a newer person using the software, we spend sometime to help them understand it
At times, Adobe Journey Optimizer offers too many options, making things less user-friendly than I would personally prefer. As mentioned earlier, there is a tendency to encounter decision paralysis with the increase in available options. While having options is excellent, in typical Adobe fashion, too many can be overwhelming for users
For the most part, CJA is available. There are instances where the product is experiencing an outage but I haven't found this to be super frequent to the point where it really impedes my work
Adobe Customer Journey Analytics is only as fast as the data that enters into it. If a business has Edge capabilities based on their use of Adobe's WebSDK, then all insights from the web data are in realtime. The moment this is stitched with batch data, such as the case in CRM data, then performance is slowed to the most latent performer. New methods of streaming in data from S3 or from more advaned data warehouses, such as Snowflake, are required in order to reduce latency.
Good enough tools and offline support. We had a model of "hypercare" that was mostly good, sometimes not good. But that was more personality/people based, rather than established processes. Overall the support was timely and effective
Sometimes when the manager connects to a support representative, even though the response is very immediate, they are not always able to provide a solution and we end up resolving the issue other ways
Should be staged differently. It should be Do online stuff, get basic skills/qual. Then do "homework" type tasking, then come to class with an instructor. We got the traditional "start from 0, then step 1, then step 2..." training. This usually saps energy/focus. All training should be like a lab/practice session. If someone needs information or basic knowledge ... put it in a elearning, FAQ, job aid, or resource page.
Should have more of this for the 101-level stuff. No one needs a Zoom class covering the basics. I need a "guide on the side" when I'm learning new stuff. I want support while I practice.
The only thing I wanted to mention is that when going into the email edition, when adding labels, I was able to copy and paste the labels before, and now it has changed and I am no longer able to do it without editing the label itself
So far, it is hard to see the advantage of CJA over GA4. However I have not had enough experience and training yet to be sure. Also, we have not taken full advantage of CJA yet. Another tool we use is Microsoft Clarity, which (for a free service) is quite powerful.
They both have their pros and cons, I feel it depends on the users that the products are targetting, SFMC is has more specialized customizations, Adobe does offer similar but require a higher technical knowledge which is not something that is provided bt the other product
You have the ability to create 'user groups' with different levels of access in CJA. We helped set this up for a large organiztion where they had marketers, executives, devs and analysts all having different levels of access to use CJA but with the appropriate guardrails in place for each user group. It worked out really well for their organization.
Currently, the ROI is a bit extended as our use cases are a bit more complex than the average use case (but we are in active discussions with Adobe Product to improve)
The Adobe Customer Journey Analytics implementation has directly contributed to our company's ability to speak to enterprise orientation, we have seen customer omni-channel presence go up 5% in just one year
Multichannel onboarding journey improving the engagement of freshmen in the business, resulting in a decrease in the dropout rate.
Separate business of anticipation of receivables from suppliers that used to be manual and now I have connected this entire operation via the S3 connector, less manual work and significant gains in conversions and payments
