Adobe Customer Journey Analytics: A Powerful Analysis Tool
Updated April 25, 2025

Adobe Customer Journey Analytics: A Powerful Analysis Tool

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

Overall Satisfaction with Adobe Customer Journey Analytics

As a consultant, I help clients maximize Adobe Customer Journey Analytics by unifying online and offline data for a complete view of customer interactions. Adobe Customer Journey Analytics addresses key challenges like data silos, inconsistent journey tracking, and event performance measurement. A key use case I worked on involved analyzing pre, during, and post-event engagement to optimize marketing efforts and improve ROI. By leveraging Adobe Customer Journey Analytics’s real-time segmentation and cross-channel insights, we provided data-driven recommendations that enhanced customer experiences and event success.

Pros

  • stitches together multiple ID's to create a "person"
  • on the fly attribution
  • derived fields

Cons

  • slow interface
  • no option to view account level data separate from person level data
  • 160 hours of cross analysis time spent by the team by leveraging a singular workspace
  • Using Adobe Customer Journey Analytics we reduced the number of touchpoints for analysis from 12 to 1.
some ETLs we have do not update "real-time" and there is some lag
Interface is extremely easy to use, when it is not lagging. You can bring in a variety of visualizations in one workspace and tell a story from multiple angles. Multiple people can work on the same workspace but not at the same time.
Adobe Analytics is limited to Web Data only. Adobe Customer Journey Analytics allows you to combine mutliple data sources and conduct analysis that otherwise would not be possible. Bridges the gap in data silos.

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?

Yes

Would you buy Adobe Customer Journey Analytics again?

Yes

Adobe Customer Journey Analytics is great at combining offline (e.g call center data) and online (web data) as long as you have IDs that can be stitched together. If you have data that does not collect an ID, you can't combine that data. Account level data combined with person level data is very difficult to analyze in Adobe Customer Journey Analytics. They are coming out with a Adobe Customer Journey Analytics B2B edition but now its another thing to pay for/manage instead of updating the current Adobe Customer Journey Analytics edition to be more robust.

Using Adobe Customer Journey Analytics

15 - Analysts, Devs, QA team, Analytics Leads, Project Leads, Architects
15 - We are a consultancy so we have 15 people at our company that are CJA experts and can be staffed to client projects that use CJA and other Adobe products
  • helping clients get the most value out of all (or most) of their data
  • helping clients tell a full customer journey story and not report data in silos
  • providing robust web analysis to any of our clients
  • being HIPPA compliant for our healthcare clients
  • journey canvas has been a real game changer in helping our clients, no other tool can provide such customizable data
  • in tandem with AJO
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

Evaluating Adobe Customer Journey Analytics and Competitors

Yes - Adobe Analytics; we suspect that eventually AA will be sunsetted and CJA will replace it so we wanted to get ahead of that. The ability to bring in multiple data sources is really the main reason. It was nice that the UI is exactly the same so it made for a decently easy transition between products.
I've also been on client accounts where they were replacing GA4 with CJA and in my experience, these have all been Healthcare clients, so the only reason they switched was to be HIPPA compliant.
  • Scalability
  • Integration with Other Systems
  • Ease of Use
ease of use. and a lot of our clients have partnerships with Adobe so I'm sure they worked out some deals to get them to buy the product
I am satisfied with my evaluation and selection process

Adobe Customer Journey Analytics Support

I have not contacted support for this product
ProsCons
None
None
I don't understand this question

Using Adobe Customer Journey Analytics

ProsCons
Like to use
Relatively simple
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
Requires technical support
  • dragging and dropping dimensions
  • creating visualizations
  • creating data views and bringing in components into that data view
  • creating a journey canvas
Yes, but I don't use it

Adobe Customer Journey Analytics Reliability

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.
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.
some ETLs we have do not update "real-time" and there is some lag

Comments

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