Item: Adobe Journey Optimizer
Rating: 3
Author: Frances Mer Lim

Overall Satisfaction with Adobe Journey Optimizer

Use Cases and Deployment Scope

I used Adobe Journey Optimizer in my previous organization. We intended it to be a customer marketing platform and a better-streamlined data source since it's supposed to be integrated with the Adobe data warehouse. I used it to send out email communications for upsell, cross-sell, and customer retention campaigns.

Pros and Cons

Pros

It's part of the Adobe ecosystem.
It has visual workflows.

Cons

Post-sales support isn't helpful and not entirely knowledgeable of the system. We figured it out for ourselves and did workarounds.
It is difficult to configure since there wasn't any sufficient help from support.
It's not marketer friendly.

Return on Investment

Incurred technical debt

Usability

I didn't see it's light of day in the organization but it took a lot of time for us to figure out how things work and the support team assigned to us was not very helpful, also provided the steep cost of the platform + its required integration with other Adobe solutions.

Alternatives Considered

Adobe Marketo Engage

Key Insights

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

Are you happy with Adobe Journey Optimizer's feature set?

Did Adobe Journey Optimizer live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Adobe Journey Optimizer go as expected?

Would you buy Adobe Journey Optimizer again?

Other Software Used

Adobe Marketo Engage, HubSpot Marketing Hub, Salesforce Marketing Cloud

Likelihood to Recommend

If your team has low technical knowledge, like SQL, then this platform isn't for you plus the documentation available was raw and didn't have complete information.

Comments

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Adobe Journey Optimizer can improve on its customer support