Adobe Customer Journey Analytics

Score8.5 out of 10

130 Reviews and Ratings

What is Adobe Customer Journey Analytics?

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.

Categories & Use Cases

Media

Screenshot of Graph-Based Stitching in Adobe Customer Journey Analytics

Screenshot of Derived Fields in Adobe Customer Journey Analytics

Screenshot of Data Views in Adobe Customer Journey Analytics

Screenshot of Data Governance in Adobe Customer Journey Analytics

Screenshot of AI Assistant in Adobe Customer Journey Analytics

Screenshot of Attribution Models in Adobe Customer Journey Analytics

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Screenshot of Graph-Based Stitching in Adobe Customer Journey Analytics

Most Frequent Users

Top 3 industries using Adobe Customer Journey Analytics.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Professional, Scientific, and Technical Services

25.0%

210 installations of 840

“making for a fuller feature dashboard exploration.”
— Manager, Data Integration, Paramount

#2 most frequent

Finance and Insurance

12.9%

108 installations of 840

“Offers a wide variety of metrics to track across multiple channels to provide a holistic view of performance across platforms”
— Sr. Specialist, Bread Financial

#3 most frequent

Information

10.6%

89 installations of 840

“With such large data sets, it's important to visualize the data to discover what might not be readily apparent in raw data.”
— Senior marketing manager, Microsoft

Pros

Unifies disparate data sources for a holistic customer view
Provides robust data visualization and dashboarding capabilities
Enables detailed and flexible audience segmentation

Cons

Steep learning curve and complexity for non-technical users
Initial setup and configuration challenges
Limitations in visualization and reporting customization

Verified User

Consultant in Professional Services (11-50 employees)

Use Cases and Deployment Scope

CJA helps organizations solve many issues by bringing together multiple data sources and analyzing them with deep segmentation and powerful journey visualizations. This really is a great CX analysis tool.

Pros

Journey visualization.
Moving from analysis to orchestration and then back to analysis for optimization.
Bringing together multiple data sources.
Identity stitching from multiple sources.

Cons

Identity stitching can be powerful but confusing, and it doesn't always work as expected without proper planning and implementation.

Return on Investment

Increased CRO conversion metrics.
Increased ability to quantify changes made to the CX.

Usability

Alternatives Considered

Adobe Analytics

Other Software Used

Adobe Target, Adobe Journey Optimizer, Adobe Real-Time Customer Data Platform

Verified User

Manager in Customer Service (10,001+ employees)

Use Cases and Deployment Scope

We rebuilt our website two years ago oat our resort and this news Adobe Customer Journey Analytics lets us see where our customers are going and what they are researching. This allows us to see what they are tracking and to what extent they like or dislike about our resort. What can we improve upon or market better.

Pros

Seeking Multiple Channels
Customized Reports
Structured and Detailed Data

Cons

Easier To Navigate For New Users
AI needs better fine tuning
Costly Subscription Price

Return on Investment

Pros and Cons of Customer Interests
ROI on all our new amenities
Increased Revenue on making improvements

Usability

Other Software Used

Microsoft 365, Adobe PhotoShop, Salesforce Agentforce Marketing

Verified User

Engineer in Engineering (1001-5000 employees)

Use Cases and Deployment Scope

Adobe Customer Journey Analytics helps address the problem of understanding customer behavior on the website. How they move from exploring to trials to booking a demo to becoming a potential lead, and eventually a customer. It is very important to understand how customers use our products and what they expect from us. This is addressed a lot through Adobe’s Customer Journey Analytics. Also helps understand and improve customer support experience.

Pros

Understanding customer requirements and expectations
Providing customer support basis their journey on the tool
Helps segment customer basis the behaviour they have within the product
Provides real time operational insights - if issuance fails, adoption of API automation, etc
Improvised marketing campaigns

Cons

Bit on the costly side
Initial implementation is complex, needs some technical intervention
Initial learning of the tool takes time
API integration Is slightly complex

Return on Investment

Higher revenue, when customer is satisfied with the tailored services
Provides anomaly detection and predictive insights which is in turn helpful to turn revenue on the greener side
Integrates with other internal products and adobe tools seamlessly, hence cost cutting is possible
Segmentation of customer basis there journey helps analyse possible leads and thereby increasing market

Usability

Alternatives Considered

Adobe Acrobat Reader

Brian Hannon

Senior marketing manager in Marketing at Microsoft (10,001+ employees)

Use Cases and Deployment Scope

I use Customer journey analytics to monitor my business KPIs and to review Adobe Target A/B test results. I check my dashboards each day to monitor performance and connect my web activities to performance and business outcomes.

Pros

Monitor KPI's.
Monitor test performance.
Visualize performance.
Find trends.

Cons

More options to export charts and data.
More integrations into other products, like teams.

Return on Investment

It allows the business to put an ROI on activities.
Easily visualize data.

Usability

Alternatives Considered

Google Analytics

Other Software Used

Adobe Target

James Arnoldi View profile

Manager Analytics in Information Technology at Publicis Sapient (10,001+ employees)

Use Cases and Deployment Scope

I migrate clients from GA4 or Adobe Analytics to CJA. I teach them to build workspaces and build their high-level workspaces for them. I troubleshoot issues and provide the client with written documentation about their Adobe implementation (SDR, Data Dictionary, etc.). I continue to support the client with office hours.

Pros

Drag and drop UI.
Handling derived components at the time a query/workspace runs.
Customization of your implementation.

Cons

Documentation and training.
Hourly Smart Alerts are missing.
AI Summaries are often missing key insights or focus on weird things.
Calculated Metrics and segments can be very finicky on setup and could use suggestions to user on what could improve them.

Return on Investment

As a consultant specializing in implementation, this has been very good for my business objectives.
My clients have found it very useful, as long as they receive training and support on how to use it. I have worked at organizations where it is not properly utilized because people are "afraid" to learn it.
It has delivered key insights for organizations, leading to improvements in their site design and conversion funnel.

Usability

Alternatives Considered

Adobe Analytics, Google Analytics, Google BigQuery, Glassbox and LogRocket

Other Software Used

Google Sheets

Salesforce Agentforce Marketing

Adobe Customer Journey Analytics

What is Adobe Customer Journey Analytics?

Categories & Use Cases

Media

Who Buys & Uses Adobe Customer Journey Analytics

Most Frequent Users

Professional, Scientific, and Technical Services

Finance and Insurance

Information

Most Frequent Users

Small Businesses

Mid-sized Companies

Enterprises

Most Frequent Users

United States of America

United Kingdom of Great Britain and Northern Ireland

India

Most Frequent Users

Engineering

Marketing

Product Management