Great initial offering and looking forward to future enhancements
March 21, 2025

Great initial offering and looking forward to future enhancements

Chris Tuten | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Adobe Customer Journey Analytics

We utilize Adobe Customer Journey Analytics to track all of our customer interactions on our entire ecomm site. The product helps ensure we are able to accurately determine how customers are reacting our the changes that our product teams are making in order to optimize and improve conversion. We also utilize the product to tackle detailed customer journey problems to understand happy paths and attributes which signal a "good customer".

Pros

  • Ability to stitch enterprise activity of customers between our online and brick-and-mortar locations
  • Accurately tying pages attribution to final customer decision to buy products
  • Ability to standardize metrics to ensure no duplication of our inefficiencies in reporting

Cons

  • AI-enabled insights; ability to detect and point to problem areas in the business
  • Needs a better UI for newer and unskilled product managers looking for problems
  • Layered business context and multi-input incrementality
  • 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
There are a few limitations today which are actively being worked on, but until we see hose come to fruition, I can't rate it a perfect 10
For the every day, non-data centric user, some UI gaps exist

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

Not sure

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of Adobe Customer Journey Analytics go as expected?

I wasn't involved with the implementation phase

Would you buy Adobe Customer Journey Analytics again?

Yes

Adobe Customer Journey Analytics appears to be really well situated and built to make sure basic business problems are addressed and is making good headway towards getting beyond descriptive analytics and into more predictive and prescriptive analytics. I also feel as though it's ability to stitch content analytics into existing customer click data makes it a very strong tool to bring marketing spins and business recommendations to users

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