Adobe Customer Journey Analytics
Insights into every customer and journey.
Customer Journey Analytics connects customer identities and interactions across channels, devices and time for fast, holistic analyses that deliver accessible and precise customer insights.
Watch overview | Watch overview video Customer Journey Analytics Book a demo | Book a demo Adobe Customer Journey Analytics
Explore the benefits of Customer Journey Analytics.
Purpose-built to support a modern, first-party data strategy, Customer Journey Analytics processes billions of data points in milliseconds and unlocks powerful, actionable, customer-level insights to drive better experiences.
- Customer analysis
- Data flexibility
- Data governance
- AI-driven insights
- Full journey view
- Actionable intelligence
Customer-level insights with speed, scale and efficiency.
Customer Journey Analytics synthesises customer identity and engagement by connecting and standardising behavioural and trait-based data for quick, comprehensive insights and analysis.
- Unify customer data across channels and devices — both online and off-line — and assign it to a single profile.
- Run analyses with a modern data framework that supports all customer data types in their natural state and without loss of detail or structure.
- Analyse integrated marketing performance by connecting customer engagement across campaigns, channels and content.
- Use a drag-and-drop interface to customise and perform complex analyses for a powerful data-driven story.
Unrivalled data flexibility and handling.
Easily integrate data with an adaptable framework that eliminates typical manual constraints. This advanced model simultaneously supports event, profile and look-up data with on-demand self-serve capabilities.
- Adjust your data views and fields right within the UI to help answer business questions as they arise.
- Update your analyses, make changes and fix data errors — instantly, retroactively and non-destructively — without a lengthy IT cycle.
- Empower non-technical users to easily create customised data views without affecting the underlying dataset, freeing up analysts’ from ad hoc reporting requests.
Built-in privacy controls and data governance.
Provide enterprise-wide access to customer intelligence while protecting privacy and adhering to evolving data policies. Built on Adobe Experience Platform, our extensible, patented data governance framework provides controls for establishing and maintaining compliance while meeting customer expectations for privacy and personalisation.
- Create, manage and enforce data usage policies with labelling and catalog capabilities and out-of-the-box, customisable templates.
- Prevent users from activating sensitive data with clear policies and in-product usage alerts.
- View the algorithms used to process and model your data so you understand and have confidence in the results.
- Set role-based permissions and data access for team members to promote collaboration without sacrificing customer privacy or governance controls.
AI-accelerated insight discovery.
Transform your growing amount of customer experience data into enhanced intelligence using generative AI and machine learning (ML) for segmentation, attribution, propensity modelling and queries.
- Use algorithmic attribution to compare marketing channels to determine those responsible for specific conversions.
- Automatically detect anomalies across data to help segment users, as well as trigger in-app alerts.
- Let generative AI automatically produce insights with user-friendly captions about key trends and events.
- Evaluate the lift and confidence of any experiment with AI/ML-supported analysis of customer interactions and outcomes.
- Leverage natural language to query data to answer questions such as, “What are my top 10 pages?” and “Which products have the highest revenue?”
End-to-end customer journey analysis.
With its ability to link customer identity and interactions across channels, devices and time, Customer Journey Analytics gives you a complete contextual map of engagement paths, revealing deeper, previously unreachable insights.
- Track each step of the customer journey sequentially across channels with visualisations that put every interaction into full context for more accurate insights.
- Make it easy for marketers and non-technical users to explore journey views and quickly uncover insights with powerful visualisations and an interactive interface.
- Reduce IT queues and expedite report processing speeds with self-serve capabilities that let users explore and immediately adapt reporting to answer evolving business questions.
Immediate insights to improve experiences.
Activation and integration tools let you quickly put insights to work improving customer experiences and maximising ROI.
- Publish enriched audience profiles, measure campaign element performance across channels and incorporate reporting in critical workflows.
- Define rich audiences based on trait and historical behaviour data and share them for activation and orchestration in Adobe Real-Time CDP and Adobe Journey Optimizer. Then, re-ingest results for further analysis and audience insights.
- Validate the impact of your experience optimisations by measuring marketing and product adjustments across channels. For example, get insight into which email version increased in-store sales or what app screens reduced call centre volume.
Announcing Adobe Customer Journey Analytics B2B Edition.
Give marketing and sales teams cross-channel data visualisation and actionable insights across the B2B customer lifecycle — at the individual stakeholder, buying group, account and opportunity levels.
- Optimise account marketing. Analyse and explore the impact of campaigns, channels and content on buying groups, sales pipeline, upsell and cross-sell opportunities and account health.
- Grow key accounts. Monitor customer lifetime value and identify high-value touchpoints across key buying groups to inform the next-best marketing and sales actions.
- Build product value. Measure the impact of product releases and usage on customer satisfaction to inform feature and capability optimisations at both the account and user level.
- Visualise account journeys. Use visualisation tools to shape strategies that personalise and optimise opportunity, buying group and account experiences, which further drive engagement, conversions and pipeline acceleration.
Forrester report
The Total Economic Impact™ of Adobe Real-Time Customer Data Platform, Journey Optimizer and Customer Journey Analytics.
Learn how this Adobe solution delivered a 431% return on investment.
Providing comprehensive customer analytics to enterprise brands around the globe.
62% more personalised campaigns.
90% reduction in data latency.
Increased sales across 10 million products.
“I’ve always had a vision of looking at marketing data more holistically from an account perspective — not an easy task when dealing with global clients and organisations. Adobe solutions work together to help us to connect teams and find more proactive ways to work with clients.”
Karen Hopkins, Global CMO
EY
Read the EY story
Learn more about Adobe Customer Journey Analytics.
Unlock more with Adobe integrations.
Customer Journey Analytics + Adobe Journey Optimizer
Get real-time customer insights and use them to reach customers instantly across channels with tailored offers.
Customer Journey Analytics + Adobe Real-Time CDP
Enrich customer profiles with cross-channel behavioural insights for enhanced audience creation and activation.
Questions? We have answers.
What is a customer journey?
What are customer journey analytics?
What is audience segmentation?
Does Adobe Customer Journey Analytics provide omnichannel analysis?
What is the difference between Adobe Analytics and Customer Journey Analytics?
Let us show you the full power of Adobe Customer Journey Analytics.
