Sony PlayStation’s Strategic Implementation of Customer Journey Analytics

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Sony PlayStation’s Strategic Implementation of Customer Journey Analytics - S111

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Speakers

  • Dave McNamee

    Dave McNamee

    Director of Product Management, Adobe Analytics, Adobe

  • Andrew Lipscomb

    Andrew Lipscomb

    Engineering Manager, Sony Interactive Entertainment

  • Jenn Kunz

    Jenn Kunz

    Manager, Analytics Engineering, PlayStation

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About the Session

Evolving from Adobe Analytics to Adobe Customer Journey Analytics is as much an organizational transformation as it is a technology change. Learn how Sony Interactive Entertainment approached the move to Customer Journey Analytics as a strategic initiative, aligning teams, redefining success metrics, and building confidence in a new source of truth across the organization. Hear how PlayStation navigated the shift from channel-centric reporting to customer-centric journey analysis, managed stakeholder expectations during data transitions, and ensured alignment on metric and attribution changes. Get governance models, communication strategies, and change-management practices that helped drive adoption across marketing, product, and analytics teams. Gain practical guidance on leading a Customer Journey Analytics evolution as a business transformation, ensuring trust in insights, accelerating organizational buy-in, and enabling data-driven decision-making at scale.

Key takeaways:

  • How PlayStation positioned Customer Journey Analytics as a strategic transformation, not just a tool migration
  • Change-management and governance practices that build trust in new analytics frameworks
  • Lessons learned for aligning teams around customer-centric measurement 

Technical Level: General Audience

Track: Analytics

Content Category: Case/Use Study

Audience : Analyst, Executive, IT , Martech Professional

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