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Adobe Experience Manager (AEM) Review
Updated February 04, 2022

Adobe Experience Manager (AEM) Review

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Adobe Experience Manager

Adobe Experience Manager (AEM) is what we use to control many of our marketing campaigns org-wide, and is crucial to our overall corporate marketing strategy and initiatives. It is largely where we house a lot of the content used in these campaigns and target activities and allows us to stay extremely well organized, as well as enabling us to creating a lot of our pages for our users which holds this content.
  • The obvious main benefit is how well it integrates with other adobe products, such as Adobe Target, Adobe Analytics, etc.
  • Like many of Adobe's products, AEM is constantly adapting and updating. These updates can - at times - be cumbersome with other products in my humble opinion due to superfluous changes that do not add any concrete value, rather change the aesthetics of the product; however, with AEM these updates are often helpful, and the coinciding communication is also very well received.
  • The drag/drop sort of 'GUI' interface is nice and has a lower learning curve than some other products.
  • Templates can be a little more tricky to create/edit without a certain level of technical acumen.
  • AEM, not unlike Target, AAM, Adobe Analytics, and most adobe products in this space, is no stranger to its fair share of glitches/outages/downtime, which can at times lead to needing to contact Adobe support, which is the last thing you want to do.
  • In accordance with their support, the documentation for AEM is pretty spotty; much of it can be either a) hard to find or b) well out of date, or both.
  • Increased efficiency (where used in a desired out-of-the-box way).
  • Increased organization.
  • Additional efficiency gains when training new individuals on how to use.
In all honesty, the support is simply not the reason you purchase this product, and quite frankly the reason some companies switch to comparable alternatives. We even had premium support previously, and in my opinion, it wasn't much better than before. Yes, we did get responses more quickly, and updates more frequently, but the updates were typically some version of "we're still working on this" or "we'll get you an update soon" (often where these were sent 3 or 4 times in a row before getting anything tangible). In the end, the time to solution was not much (any?) quicker, the premium just got us more communications.

Do you think Adobe Experience Manager delivers good value for the price?

Yes

Are you happy with Adobe Experience Manager's feature set?

Yes

Did Adobe Experience Manager live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Adobe Experience Manager go as expected?

I wasn't involved with the implementation phase

Would you buy Adobe Experience Manager again?

Yes

You'll definitely still have your bumps and quirks with AEM like these others (e.g. working on something before realizing your session expired and having to log out then log back in, or random errors populating on the page - sometimes with little to no documentation available). However, the usability I would say is pretty comparable to the other Adobe products we use (Target, Analytics, AAM mostly) - potentially even slightly better.
I would say the best case scenario is if you are planning on using AEM as is. Anything in excess of the out-of-the-box functionality can possibly be done, but it likely will include at least a couple of the following: additional assistance needed from IT/development/engineering team, support from Adobe (not Adobe's best quality by a long shot), bugs/glitches from bending the product to do something it may not be inherently designed to do.

Adobe Experience Manager Feature Ratings

Digital Experience Platform ()
Not Rated
7.5
WYSIWYG editor
8
Code quality / cleanliness
7
Admin section
7
Page templates
7
Library of website themes
8
Mobile optimization / responsive design
8
Publishing workflow
8
Form generator
7
6.4
Content taxonomy
7
SEO support
4
Bulk management
6
Availability / breadth of extensions
8
Community / comment management
7
Customer experience management ()
Not Rated
Results and Analysis ()
Not Rated
8.0
API
8
Internationalization / multi-language
8
7.0
Role-based user permissions
7

Using Adobe Experience Manager

Adobe Experience Manager Support

ProsCons
Kept well informed
Slow Resolution
Poor followup
Less knowledgeable
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
No, we had premium support previously, and in my opinion, it wasn't much better than before. Yes, we did get responses more quickly, and updates more frequently, but the updates were typically some version of "we're still working on this" or "we'll get you an update soon" (often where these were sent 3 or 4 times in a row before getting anything tangible). In the end, the time to solution was not much (any?) quicker, the premium just got us more communications.
Honestly, I cannot. I don't say that lightly or to disparage their support unfairly, it's just been our experience (over a period of years and dozens of ticket submissions). I won't say they've never solved an issue for us, because they certainly have, but the best experiences I can recall I feel are bare minimum customer support. In all honesty, the support is simply not the reason you purchase this product, and quite frankly the reason some companies switch to comparable alternatives.

Adobe Experience Manager Reliability

Availability was not a huge issue for us in using Adobe Experience Manager. There were definitely times where we experienced periods of outages, but they were not super frequent, and when they occurred, they rarely lasted for more than an hour or so. Additionally, these outages never (to my knowledge) caused anything we had running to break or even caused complications in anything we had set up - rather we just had to wait to come back to the tool to complete whatever task we needed to complete.
Again, similar to one of the previous questions, the performance I would say is pretty comparable to the other Adobe products we use (Target, Analytics, AAM mostly), and again potentially even slightly better. The load time I would say can be a bit on the long side at times (mostly compared to other, non-Adobe products), and but it's not anything that will be too cumbersome - at least with our setup. Additionally, I never experienced (or heard anyone speak of) any other systems' latencies increasing as a result of being integrated with AEM.