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.
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Iterable
Score 8.5 out of 10
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Iterable is an AI-powered customer communication platform that activates customers across channels in real-time. With intelligent personalization, dynamic content, and a cross-channel suite, Iterable helps brands create seamless, data-driven experiences across email, SMS, push, and in-app notifications.
Journey Optimizer is really good for tracking journeys. It can tell you exactly where users are clicking, which pages they are visiting, and even link to physical location visits. It’s not well-suited for open-ended journeys where the user can take multiple paths to success. In such scenarios, it does not visualize or track the journey very well.
Iterable is a highly robust platform for omnichannel management with advanced personalisation capabilities, and it is among the best in the industry. It does it without being technically overcomplicated, thereby surpassing older industry standards that require developer-level knowledge for advanced personalisation or targeting setups. One thing where Iterable shines is the CSM programs they assign to clients that truly nurture them to reach the full potential of the platform and achieve business goals. There are a few shortcomings here and there, but I haven't seen any platform without them, and overall, the enablement that Iterable allows far surpasses other alternatives.
Customer Journey creation - the platform easily creates a visual path for the marketing team to curate messaging based around timing, channel, behavior as well as add split testing logic and exit criteria so we target only the audiences we want.
Customer Success - one of the best teams I've ever had the pleasure of working with. I'm able to move so much quicker because they really create a helpful partnership.
Audience segmentation, the platform is easy to work with even if you're a first time user, they do a great job of visually showing the logic and the and/or/none type rules.
Insights. I think this is the biggest downfall of Iterable, the insights and analytics area is really not good at all. We have almost stopped using it all together in favour of just using Mixpanel (but now we're paying for 2 platforms). Things we can do in Mixpanel that we can't do in Iterable:
- custom conversion windows
- more scalable reports
- comparing multiple events
- setting up alerts that trigger to slack
Segmentation - building segments and organizing lists that are already built.
- relative dates can be confusing but are a critical piece of building lists
- unable to compare multiple events
- we have a pretty good naming structure for our lists but with so many daily users, no good way to organize them (with labels or folders) and searching for a list requires you to find the exact word we end up re creating dynamic lists each time
- static lists don't show you what rules were used to create the list
- no way to see changes over time
Improved ways of collaborating. There's no way of knowing if other people are editing a list, template, campaign or journey. easy to overwrite each other's work
I've been an Iterable user for about 4 years, at 2 different companies. SinceI started using Iterable I think the number of bugs has increased.
I wish Iterable did a better job testing releases so we're not the ones discovering issues so frequently.
In app message. We've had issues with this tool/channel starting at implementation. It feels like it never made it's way out of beta, despite us paying for it now.
The app team offered to do working sessions with us to understand how we use it day to day and never followed up on that. There have been no improvements to the tool and any time we run into another issue with it (although Jena in support is great) it takes forever to diagnose or we are told the issue cannot be replicated. It just feels like we have constant issues with this tool.
We've actually onboarded to another tool (not ideal for omni channel) for some in app messages because this one has so many downfalls and is so buggy.
Self serve documentation is great when you have an idea of what you're doing but not entirely sure. It is not easy to understand for people who are newer or less well versed in the platform.
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
AJO certainly requires a firm understanding of how Adobe expects data to be architected. AJO should not be an organizations first experience with an Adobe product. We benefited from ~18 months of experience with RTCDP prior to bringing on AJO. Engageable profiles, data storage, profile usage limits, all factor in when using an omnichannel solution. Marketers must be careful to bring in only the data required for business use cases, and continually evaluate these needs in the face of a changing marketing ecosystem.
I do not rate it perfect because there are times that is not perfectly realiable, and it stops working when you need it the most, especially because the audiences take so long to evaluate and 2 times a dat to do them quickly is really not enough
Iterable is there like 99.9% of the time. However, when it goes down, it grinds us to a halt. Most of the time, outages are an hour or less, but if that's at a peak time, it can be a nightmare. That said, when the worst does happen, there are frequent updates and an easy situation tracker that give you an estimate of how much longer you'll have to wait for the issue to be resolved.
The API is super quick. The UI can be a little sluggish depending on what you're loading, but overall Iterable performs great. Iterable appears to do a good job of making processes async so that one action isn't blocking another.
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
I've never experienced any issues with Iterable. As I and my colleagues have learnt the system and it's features, response to questions and advice from our account manager is always quick. Kevin knows the product well, and with the few tricky questions has hasn't been able to answer he's been quick to get back to us.
I give it this rating of 5 because the truth is I started the training with the pages in Adobe and is far more complete and has more explanations that the online training and you can revisit it as many times as you want to, the online non live version is better
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
Adobe Journey Optimizer takes the lead because it integrates the functionality of several disparate systems, such as Adobe Marketo Engage (content creation/campaign operations) and Adobe Analytics (data, reporting, trends, predictions), to provide a comprehensive approach to campaign coordination and delivery, through reporting and informing our future campaign strategy. All of the products we use are valuable in different contexts. Adobe Journey Optimizer is a true silver bullet for delivering the most engaging, targeted marketing & communications campaigns!
As mentioned previously, I was hired to do a migration from ActiveCampaign, and I stayed for 2 years as a power user of Itearble. Since leaving OneVision Resources, I have continued to volunteer my time in a regional user group, which I would not do if the platform, product, and company were not so strong and so marketer-forward.
This is very functional, is has been great to work with pleople from different areas and being able to show them how adobe journey optimizer works for the team
We've definitely tested scalability, and it's no line - it works. The process is pretty easy. Most of the times it goes off without a hitch. Any time we do encounter issues, our support team is quick to get on the job and very communicative as they work us through a successful launch.
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
I do not have hard numbers, as I am not in the department that deals with those kinds of quantifications of impact. However, I do believe the use of Iterable has been a positive thing for us in providing more comprehensive data that is useful when dealing with customer tickets.
