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Adobe Customer Journey Analytics Use Case

Predict and mitigate customer churn.

Identify problem areas in your journeys that frustrate customers. User customer churn analysis to identify those at risk of dropping out and re-engage them fast.

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Know exactly why your customers are churning — and how to fix it.

Customer Journey Analytics lets you visualize and analyze your customers’ journey across channels so you can identify attrition patterns, find opportunities to improve experiences, and get ahead of churn.

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Identify the drivers of customer retention and churn.

Customer Journey Analytics surfaces the patterns and trends that lead to customer attrition. Using the guided analysis tool, you can understand key retention metrics, such as repeat purchase and churn rates, within time frames defined by you. This structured analysis guide lets you clearly identify the journey touchpoints that lead to customer retention and attrition.

Remove friction points that led to churn in the past.

Customer Journey Analytics offers guided analysis views that help uncover friction points in customer journeys that historically hurt customer engagement and caused customer churn. For example, by monitoring conversion rates over time or active and dormant users’ activity, you can make product decisions that encourage re-engagement and retention. You can also uncover parts of the product experience that lead to user drop-off so you can improve the experience and mitigate long-term customer attrition.

Segment and re-engage withdrawn customers.

Once you’ve identified customers with a high risk of churn, you can create audiences for re-engagement campaigns through other Adobe Experience Cloud products, such as Adobe Marketo Engage and Adobe Journey Optimizer. With these tools and the insights from Customer Journey Analytics, you can deliver highly personalized content through email, social, display ads, and dynamically-updated web experiences.

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Questions? We have answers.

How does Adobe Customer Journey Analytics predict which customers are likely to churn?

Adobe Customer Journey Analytics uses forecasting and machine learning to project churn risk based on historical and real-time user behaviors. Teams can visualize churn patterns, spot declining engagement early, and proactively adjust strategies before retention issues escalate.

What are the key journey touchpoints that impact customer attrition and retention?

Guided analysis tools highlight specific interactions—such as failed conversions, support issues, or dormant activity—that correlate with higher churn rates or increased loyalty. Business leaders can act on these insights to improve conversion paths and boost retention metrics.

How can I run and analyze A/B tests using Adobe Target or Journey Optimizer with Customer Journey Analytics?

Adobe Customer Journey Analytics integrates with Adobe Target and Adobe Journey Optimizer, allowing marketers to launch A/B and multivariate tests across experiences, then analyze the performance directly in CJA’s Experimentation Panel. This integration lets you:

Set up tests and experiments to compare creative variations or messaging
Apply Customer Journey Analytics success metrics for flexible, detailed reporting
Use AI-powered analysis to determine lift, confidence, and impact on outcomes—like retention or conversion
View unified reports on marketing optimization from both Adobe Target and Journey Optimizer in one place

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Eliminate churn by identifying friction in the customer journey.

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Get guided analysis to understand weak touchpoints so you can re-engage customers and prevent attrition with Adobe Customer Journey Analytics.

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2024-11-13

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Get guided analysis to understand weak touchpoints so you can re-engage customers and prevent attrition with Adobe Customer Journey Analytics.

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Anticipate and mitigate customer churn.

Anticipate and mitigate customer churn.

Watch video

Watch video

Know exactly why your customers are churning — and how to fix it.

Know exactly why your customers are churning — and how to fix it.

Identify the drivers of customer retention and churn.

Identify the drivers of customer retention and churn.

Remove friction points that led to churn in the past.

Remove friction points that led to churn in the past.

Segment and re-engage withdrawn customers.

Segment and re-engage withdrawn customers.

Let’s talk about what Adobe Customer Journey Analytics can do for your business.

Let’s talk about what Adobe Customer Journey Analytics can do for your business.

Get started

Get started