Adobe Customer Journey Analytics vs. Pega Customer Decision Hub

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.

Incentivized

PRPC is a BPM and Case management suite from Pega Systems. Pega is a comprehensive suite which offers a unique theme of BPM development in the market. A no-coding approach based on rules with inheritance makes Pega a very powerful product but is very difficult to learn. Even, if we go to Pegasystems for training, we have to work on a project at least for a year to have some confidence. Areas where it requires improvements: 1) One of the first things that client's IT department questions about is proprietary BLOB column in PRPC, for them, it is a disadvantage, but as we all know BLOB is what makes the highly complex data model of any BPM application fit inside to a common schema which eliminates the help of a DBA. 2) Another area of improvement is: when using the wizards to generate rules (such as the connector wizards) you have to be careful about the level of coupling between the work object's data model and the interface's data model. This can also create maintenance issues. 3) The complete Pega suite of products have a long time to develop and deploy and it can be easily done using other low-cost software.

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

• Ability to design custom integrated campaigns
• Analytics to provide key insights and ability to tune your campaign accordingly
• Ability to design agent workflows

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

• Pega Customer Engagement Suite is ready to use out of the box with several features, but custom development is always needed.
• Although new features can be quickly implemented, they have to go through a screening Business analysis process, QA screening and SCRUM based development.
• Pega eliminates the need for custom code, but there are rare cases where an specific requirement has little to no support from Pega, and implementing custom code can break OOB functionality and make the system unstable.

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

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

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

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.

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.

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

Incentivized

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.

Incentivized

I explained in detail in previous questions.

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

• Cost savings on print marketing and email due to better targeting
• More timely campaigns to reach customers at the right time

Incentivized