Adobe Customer Journey Analytics

Score8.1 out of 10

25 Reviews and Ratings

What is Adobe Customer Journey Analytics?

Adobe's Customer Journey Analytics is a service built on Adobe Experience Platform that lets the user join all data from every channel into a single interface for real-time, omnichannel analysis and visualization, allowing users to make better decisions with a holistic view of the business and the context behind every customer action.

Categories & Use Cases

Media

Screenshot of Graph-Based Stitching in Adobe Customer Journey Analytics

Screenshot of Derived Fields in Adobe Customer Journey Analytics

Screenshot of Data Views in Adobe Customer Journey Analytics

Screenshot of Data Governance in Adobe Customer Journey Analytics

Screenshot of AI Assistant in Adobe Customer Journey Analytics

Screenshot of Attribution Models in Adobe Customer Journey Analytics

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Screenshot of Graph-Based Stitching in Adobe Customer Journey Analytics

Most Frequent Users

Top 3 industries using Adobe Customer Journey Analytics.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Professional, Scientific, and Technical Services

25.0%

211 installations of 845

#2 most frequent

Finance and Insurance

12.8%

108 installations of 845

#3 most frequent

Information

10.4%

88 installations of 845

Verified User

Analyst in Research & Development (10,001+ employees)

Use Cases and Deployment Scope

We use AEP, Target, and Adobe Customer Journey Analytics in every day practices. Primarily I use Adobe Target which has many great qualities along with a lot of flaws. The greatest being how slow the overall system is. It takes forever to load literally anything. Another flaw is when trying to select anything on the website to edit, it doesn't ever work properly and results in a lot of trial and error. It can get very frustrating.

Pros

Being able to edit a small section of the website without changing the entire website

Cons

Being able to better compare segments

Return on Investment

We are able to see the exact monetary value each campaign has had because of Adobe Customer Journey Analytics tracking

Usability

Alternatives Considered

Adobe Target, Adobe Experience Platform and Adobe Audience Manager

Other Software Used

Adobe Target, Adobe Experience Platform, Adobe Audience Manager

Verified User

Employee in Information Technology (10,001+ employees)

Use Cases and Deployment Scope

I utilize Adobe Customer Journey Analytics to collect information and gain insights into how customers are engaging with our Adobe Target test initiatives. It helps us iterate on target ideas and solve problems within testing campaigns.

Pros

Customer Data Attribution
Journey mapping
Data Segmentation

Cons

Journey Canvas UI, when using a mouse with scroll wheel, it defaults to zooming in or out of the map, and not up and down if the map is very extensive.
When trying to break down a dimension by a second dimension and third dimension. If you are replacing the 2nd dimension breakdown, it would be beneficial to keep the 3rd breakdown instead of wiping it out.

Return on Investment

More granular tracking of customer engagement has been a huge benefit.

Usability

Alternatives Considered

Adobe Target

Other Software Used

Adobe Target, Adobe Experience Platform

Verified User

Consultant (51-200 employees)

Use Cases and Deployment Scope

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

Return on Investment

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.

Usability

Alternatives Considered

Adobe Analytics

Other Software Used

Google Analytics

Verified User

Director in Marketing (501-1000 employees)

Use Cases and Deployment Scope

We use Adobe Customer Journey Analytics to measure performance across internal communications and campaigns, including email, push, and in-app messaging. This helps us better understand engagement and optimize our messaging strategy. We are currently expanding its use by integrating external marketing platforms, allowing us to connect the dots between internal efforts and broader cross-channel performance. This full-funnel view will help us attribute conversions more accurately and align internal and external messaging strategies to improve customer experience and campaign impact.

Pros

It allows for normalizing data on the fly
It allows for easy audience creation from an analysis
It has built in guided analysis
It is frequently updated with new features

Cons

It is very slow
It often is unusable due to server issues
Some built in features use a standard UTV time zone when we report on a different one

Return on Investment

It has been a slow process in getting CJA to work as intended
From a positive perspective, it has allowed us to visualize our data much more quickly

Usability

Alternatives Considered

Google Analytics 360 (discontinued) and Amplitude Analytics

Damon Hall View profile

Sr. Marketing Manager of Web Analytics and Personalization in Marketing at CrowdStrike (5001-10,000 employees)

Use Cases and Deployment Scope

it provides you a full funnel view of your conversion funnel. It helps visualize journey path between not only web analytic state up, but also off-line and sell stage data

Pros

Journey analysis
Attribution visualization

Cons

Data feeds ease of use

Return on Investment

Journey analysis has helped us increase conversion through AB testing

Usability

Alternatives Considered

Adobe Analytics and Attribution in Google Analytics

Other Software Used

Adobe Target, Adobe Experience Manager

Salesforce Marketing Cloud

Adobe Customer Journey Analytics

What is Adobe Customer Journey Analytics?

Categories & Use Cases

Media

Who Buys & Uses Adobe Customer Journey Analytics

Most Frequent Users

Professional, Scientific, and Technical Services

Finance and Insurance

Information

Most Frequent Users

Small Businesses

Mid-sized Companies

Enterprises

Most Frequent Users

United States of America

United Kingdom of Great Britain and Northern Ireland

India

Most Frequent Users

Engineering

Marketing

Product Management