Adobe Customer Journey Analytics vs. Microsoft Dynamics 365 Customer Insights

I think what Adobe Customer Journey Analytics does well is when you want to see and analyse a full user journey across multiple systems. Almost a 'what happened to this user across my entire site?' and includes other systems and applications like our CRM, our Student App, and our core website. We use the system to build dashboards that span the entire user lifecycle.

Incentivized

I think it's well suited to help employees be efficient and devote time to other areas of the business. Having a platform that is power-packed with so much customer data is so helpful as an account manager. It allows me to understand how to approach customers based on their partnership and engagement levels.

Incentivized

• 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.

Incentivized

• Customer behaviour in apps
• Compile and share customer data
• Create summaries and dashboard to extract insights

Incentivized

• 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.

Incentivized

• Only setting the interface for the new user.
• Collecting insights across platforms for the beginner.
• Integration with some packages.

Incentivized

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

Incentivized

It is a very simple to use interface and for those users who have been familiar with Adobe Analytics, it is the same user interface and there is no real learning curve for them. As for new users, it is pretty simple to use and there are plenty of videos on experience league to help someone new get started

Incentivized

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

Incentivized

It does a pretty great job, given that it isn’t a full LMS. Obviously an LMS is going to have a lot more data to pull in, but again, this is a great light tool that helps us gather early user experience data. This is great to refine our materials and make sure they are excellent and ready for rollouts.

Incentivized

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

Incentivized

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.

Incentivized

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.

Incentivized

Get trained up early, get your people in it and using/testing it.

Incentivized

Adobe Customer Journey Analytics is poised to become the future of Adobe Analytics - it is more powerful, allows for greater customization and immediate feedback. Its ability to stitch on row or fields is far greater than Analytics, and ability to interpret events in a serialized fashion unlocks more insights than what was previously capable in this tool. Adobe Customer Journey Analytics is easier to understand and requires less coding knowledge than Tableau, but users must adopt most Adobe offerings to realize any benefit whereas Tableau is more system-agnostic.

Incentivized

I believe this is the only product I have used in this category. I've used different CRM platforms (Microsoft Dynamics, HubSpot, Salesforce); however, none of these stack up against Microsoft Dynamics 365 Customer Insights. Information in CRM is more informational than insightful and customer-driven. CRM [has] been used more to house client data and not in any reports that are beneficial.

Incentivized

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.

Incentivized

Good offline/non-human resources (guides, FAQs, vids) Great support from people

Incentivized

• 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

Incentivized

• Increase inowledge
• Avoid lose of information

Incentivized