CJA - Get the data, make the decisions, go home happy!
November 25, 2024

CJA - Get the data, make the decisions, go home happy!

Mark Sullivan | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Adobe Customer Journey Analytics

We use CJA to get data on our customers -- from all interaction points (all channels). This allows allows us to visualize their entire purchase journey, regardless how they are doing it. As someone with a background (many years ago) in UX and UX design, I always want my end users (the customer) to have an optimal experience. Having these insights available with quantifiable data has allowed us to be leaders with the best and most current customer attributes (now called Profile datasets).

Pros

  • Real Time data processing
  • Pathing/flow analysis
  • Customizable and flexible

Cons

  • Learning Curve - I would love to see simpler support, something like short (think TikTok!) video job aids. I don't need my users to be taught everything ... just how to figure out "that one thing" in the moment.
  • Expensive (but worth it!) - the people the approve purchases often have no clue as to the what/why and only look at the $$$. As for CJA, it is worth the investment. We get a lot of actionable data that saves us $ in the future by allowing us to anticipate/fix problems now in the early stages.
  • AI usage/integration - it takes time and a solid team. It is worth it in the end, but ramping up is tough.
  • Data - our enterprise now has "everyone on the same page" with the data b/c we get it from CJA
  • Flexibility - Even though we get same data, different teams need different chunks of the data. CJA allows for some customization, which makes our user happier and gives us a unified voice/view/vision.
  • AI and ML integration - we're working on this now, and expect 2025/2026 to be using on an even larger scale.
THey got this one right!
No major issues to report. I would re-up with CJA again for sure.
Great product, tough learning curve ... especially if using the data is not the main job function. For folks on my team, we live/breathe it and are comfortable. For some of our stakeholders, they often lack the time/resources/skillsets for the people to be as effective as they could be.

Overall, I think CJA is fantastic.

Do you think Adobe Customer Journey Analytics delivers good value for the price?

Yes

Are you happy with Adobe Customer Journey Analytics's feature set?

Yes

Did Adobe Customer Journey Analytics live up to sales and marketing promises?

Yes

Did implementation of Adobe Customer Journey Analytics go as expected?

Yes

Would you buy Adobe Customer Journey Analytics again?

Yes

We have a high drop off rates across our regions during onboarding. CJA helps with that by giving us unified data, and shows us (in real time!) where the drop offs happen. This allows us to look into root causes and work to eliminate this pain point. The data also allows our team to work with comms/ads/PR by using the data to sync with their outputs, campaigns, and net # of engagements.

Using Adobe Customer Journey Analytics

35 - Weird mashup of IT, comms/PR, and sales ... all of us use the data. My team is mainly the "tech people" that give data to the comms/PR/sales folks.
4 - Background in data analytics, practical experience with Google Analytics (our previous platform ... and common in other workplaces), and we do internal training/support for our team so that we have redundant support options regardless of team size, time of year, demand flow.
  • Real Time Insights - we see where we could lose people, the work to eliminate/mitigate that pain point.
  • Internally - we use the segmentation and path analysis
  • Dashboards - leaders love status reports, so this allows us to give them what the need, without a need for a "deep dive" on our day-to-day
  • Mitigate external pain points where we lose people. I list it here b/c it has been more effective than I anticipated .. which is unexpected.
  • We're all in on CJA. Late 2025 into 2026 will be a big push to get up with AI and Machine Learning to further improve outcomes.
Good product and outputs.

Cost to implement --- we are up to speed, I don't wanna have to change over now.

Evaluating Adobe Customer Journey Analytics and Competitors

Yes - Google Analytics
  • Scalability
  • Integration with Other Systems
  • Ease of Use
Digital Transformation within our org.
Longer demo time w/ our teams

Dig into available support (pre and post rollout)

Adobe Customer Journey Analytics Implementation

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

  • Implemented in-house
  • Third-party professional services
UNK, sorry cannot remember name right now.
Yes - Several months to test, roll out in phases, retest, roll out on bigger scale,


Basically work out all the kinks prior to wide scale rollout
Change management was a small part of the implementation and was well-handled - Our OCM folks were great. They handled comms, PM work (status, dashboards, reporting), as well as wrangling leaders. This allowed us (tech minded teams) to do what we do best.

Recommend every major initiative like this has OCM support. THe Prosci/OCM folks really excel in getting people onboard and willing to accept major changes.
  • Testing - alway worked out our issues before major public-facing releases
  • Getting butts in seats and time allocated by sprint/agile folks
  • Change Fatigue from end-users. With so much digital transformation happening, the day-to-day folks are overwhelmed

Adobe Customer Journey Analytics Training

  • Online Training
  • In-Person Training
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.

Configuring Adobe Customer Journey Analytics

Config is the biggest selling point on CJA.
TRaining/FAQs should provide "here's the 5 most common" types of templating

Each usage is gonna be different, so find the 80% common ground that every biz will use.
Some - we have done small customizations to the interface - Narrowing focus for a particular line of business


Easy enough, no issues.
Some - we have added small pieces of custom code - We're pretty big, so this is necessary to integrate.

Adobe Customer Journey Analytics Support

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.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes.
Needed the external knowledge/skills to get my folks up to speed.
Yes - Easy timely and resolved
Ongoing ... they were a rock solid business partner

Using Adobe Customer Journey Analytics

ProsCons
Like to use
Relatively simple
Well integrated
Convenient
Feel confident using
Familiar
Slow to learn
  • Conversion Paths
  • Top/most viewed
  • Engagement times/dropoffs
  • Initial set up for guardrails
  • Event-based triggering
Yes - As expected ... like a light switch, I need it to be 100 out of 100. Never had a problem

Adobe Customer Journey Analytics Reliability

Been rock solid for us. Issues are rare, but when they happen ... they get resolved before anything turns into an "all hands on deck" situation.
Rare errors/outages
If something is happening, there is good notice and support comms/reachouts.
THey got this one right!
No major issues to report. I would re-up with CJA again for sure.

Integrating Adobe Customer Journey Analytics

Very good overall.
Integrations can be hard (universally) so I gave it 8 of 10.
  • NA
  • NA
NA - don't wanna name specifics.
  • Much more in 2025
  • Massively in 2026
There is change fatigue across the board at my company, so at some point the decision-makers need to recognize that.
  • File import/export
  • Single Signon
Use the support tools/teams

Relationship with Adobe

Great support throughout
They excelled at helping us post-sale.
Good offline/non-human resources (guides, FAQs, vids)

Great support from people
Above my paygrade.

I asked my leadership for the most support they could buy, b/c this is a multiyear effort. It is like investing in a Toyota or Lexus ... pay for it now, it will last forever.
Set a shared calendar with all involved so you never have to guess who is responsible for coverage/questions/support.

Upgrading Adobe Customer Journey Analytics

  • Better realtime data
  • We improve engagement and cut down dropoffs.
  • Better UX and UI for end-users
  • More robust video support

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