Adobe Journey Optimizer is really simple to use and easy to set up. Even if you are new to it, you can fast get the hang of how it works. As a CRM manager, I rely on it every day, and it saves me a lot of time and effort by automating customer communication. The support team is also great very knowledgeable, friendly, and always fast to help with any issues. Review collected by and hosted on G2.com.

When it comes to reporting, data integration is something you can't ignore. If you don't want rely only on the platforms built in reports you still need to make sure your data connects properly across systems. Adobe Journey Optimizer makes reporting more great. It lets you connect data from different sources and still provides clear, meaningful Insights, so you are not restricted to just on way of working. Review collected by and hosted on G2.com.

Adobe Journey Optimizer is the journey Builder. It actually makes creating campaigns and automations easy and even a bit fun, which I can’t usually say about these tools. Its simple to see how customers are moving, and making changes is straighforward. The segmentation options are also a big plus being able to target people based on behaviour or specific events has made a huge difference in the performance of our emails and push campaigns. Review collected by and hosted on G2.com.

Some of the advanced features do take a bit of time to figure out, especially if you’re trying to use liquid for custom personalization. But once you get comfortable with it, it opens up alot of flexibility to create really personalized customer journeys. Review collected by and hosted on G2.com.

What​‍​‌‍​‍‌​‍​‌‍​‍‌ I appreciate most about Adobe Journey Optimizer is the way it merges various customer interactions into a single, understandable timeline. With this, I get to know the exact point of the customer journey and hence, the message that should be sent next. The interface is functional, so it doesn’t take a long time to create journeys. Another point of which I am fond is the fact that I can change a journey during its execution without it being disrupted.

The live updates are great because you can respond to customer actions almost immediately. Another plus is that it is compatible with other Adobe tools, so there is no disruption in the flow of customer data. The personalization capabilities seem to be stronger than in many other systems that I have tested. In short, it provides a good mix of automation, control, and ​‍​‌‍​‍‌​‍​‌‍​‍‌flexibility. Review collected by and hosted on G2.com.

One​‍​‌‍​‍‌​‍​‌‍​‍‌ thing that I really don’t appreciate is that the platform sometimes gives you the impression that it is slow while it is loading bigger journeys. There are moments when it takes a few seconds just to switch between the steps, which become irritating, very much, if you are in a deep flow of the project. Also, the learning curve is somewhat steep, particularly for a person who has never used any Adobe tool before. Some features are not that obvious, and so you keep on clicking until you find what you are looking for.

There are instances when the editor is slightly unstable and does not refresh properly. Another issue is that the integration of external data sources is longer than the anticipated time. The documentation is helpful, but not everything is explained in very simple terms. It is a powerful tool, but it takes some patience and a bit of technical ​‍​‌‍​‍‌​‍​‌‍​‍‌knowledge. Review collected by and hosted on G2.com.

What I appreciate most about this tool is how straightforward it makes setting up and managing personalized customer journeys. The interface is intuitive and uncluttered, allowing me to launch campaigns quickly without feeling bogged down by too many choices. It excels at customizing messages and automating outreach based on actual customer behavior, which increases engagement and helps us reach our audience at the perfect time. The tool comes packed with valuable features for tracking results, experimenting with different strategies, and making real-time adjustments to campaigns. Integration with other marketing tools is seamless, so I never have to worry about syncing data or managing contacts. I use it frequently, and it saves me a significant amount of time when coordinating efforts across teams or channels. Additionally, having dependable customer support is a major advantage whenever I have questions or need assistance troubleshooting. Review collected by and hosted on G2.com.

Sometimes, getting advanced customizations set up takes longer than I’d like and can be a bit confusing at first. There’s definitely a learning curve to some of the deeper features, so I wish the onboarding were a little more hands-on. Every now and then, integrating new channels or syncing data requires extra steps and troubleshooting, which can slow things down if you’re on a tight deadline. While support is usually good, I’ve found myself wishing for quicker answers when I run into trickier issues. Overall, it’s a solid tool, but there are a few areas that could be smoother or more intuitive. Review collected by and hosted on G2.com.

We used insights from our successful test runs applied Adobe Journey Optimizer's A/B testing to try out different ideas on our website and see what works best for boosting conversions. The tool gives us a lot of ready to use customizable templates, which makes it easy and fun to set up campaigns. Growing our LINE member base has become a straightforward task with it. Another big plus is that Adobe Journey Optimizer has cut down our costs since we no longer need extra IT support to run things smoothly. Review collected by and hosted on G2.com.

We were worried the integration might take a lot of time. But it turned out be really simple. With the support of the Adobe Journey Optimizer team, everything was smoothly, and we didn't even need to involve our own team. Review collected by and hosted on G2.com.

I appreciate Adobe Journey Optimizer for its ability to engage with customers at all levels, which is crucial for comprehensive customer interaction. I love how it helps us automate problem-solving initially and then distributes tasks to our teams, ensuring efficient handling of issues. The documentation provided by Adobe Journey Optimizer is particularly valuable as it generates reports on issues instantly, allowing us to track and address problems in a timely manner. I am impressed by its fast and efficient operation, which enhances our capability to narrow down customer complaints and identify issues promptly. The platform's onboarding process is also fairly easy, and the tutorial assistance makes the initial setup straightforward for us as newcomers. Overall, these features make Adobe Journey Optimizer a powerful tool for improving customer engagement and operational efficiency. Review collected by and hosted on G2.com.

I find it necessary to still program problems to require human help, meaning Adobe Journey Optimizer doesn't fully automate all aspects. While it is fast and efficient, it could be improved by not just addressing current issues and complaints but by optimizing them further. Review collected by and hosted on G2.com.

I like how Adobe Journey Optimizer allows me to manage end-to-end customer journeys from a single platform. This centralized approach reduces complexity and saves time, thereby improving the consistency of customer experiences across various channels. The ability to design, manage, and deliver personalized customer journeys across multiple channels makes the tool very valuable to me. By centralizing and coordinating journeys, I can offer consistent experiences instead of fragmented ones. Adobe Journey Optimizer has greatly simplified my workflow and enabled more effective management of customer interactions. Review collected by and hosted on G2.com.

I find the Adobe Journey Optimizer to have a steep learning curve. The interface is complex and requires numerous clicks, which can be cumbersome, especially when handling large customer journeys. When building these extensive journeys, the canvas tends to become cluttered, making it easy to lose track of steps and conditions. Additionally, the initial setup of the Adobe Journey Optimizer was moderately difficult, adding to the overall challenge of using the tool. Review collected by and hosted on G2.com.

I love how Adobe Journey Optimizer integrates all our customer information into one tool, providing us with a comprehensive view of who we're communicating with, which is invaluable for my marketing agency. The platform's ability to create personalized campaigns easily and swiftly is bolstered by its AI and editor, allowing me to experiment with diverse messaging and instantly assess the outcomes. I particularly appreciate how I can group customers according to their preferences and behaviors, ensuring that my communications are personalized and don't feel robotic. The seamless functionality across different channels such as email, web, or app campaigns saves me a significant amount of time and reduces error rates, as I no longer need to juggle multiple tools. This connected ecosystem improves efficiency, making campaign management much smoother and more efficient. Review collected by and hosted on G2.com.

I find Adobe Journey Optimizer overwhelming due to the multitude of features, making it challenging for new users. A simpler guide or easier onboarding process would greatly aid in understanding and utilizing the tool more effectively. Additionally, the initial setup was time-consuming, as connecting all my data involved several steps and learning where everything was located on the dashboard was not intuitive. This, coupled with the feeling of being desperate with tools, suggests a need for a more streamlined setup process. Furthermore, the pricing could be more accommodating for smaller businesses, and a more user-friendly learning hub would be beneficial. Review collected by and hosted on G2.com.

I like that Adobe Journey Optimizer helps me manage customer data and send the right message at the right time. The journey builder is simple, and I can connect emails, texts, and push notifications without needing extra tools. It feels like everything I need is right there, which makes my work less stressful. Review collected by and hosted on G2.com.

Sometimes the system takes a little time to load when I am working with big campaigns. I also wish it had even easier ways to organize multiple projects at once. Review collected by and hosted on G2.com.

We have several IPs, so theoretically we should be able to send high volumes without worrying about deliverability.

We're an Adobe company now using several products, so theoretically there's a benefit to bundling. We'll revise this review if we find it.

We like pointing out AJO's flaws to the Cyber and IT teams that forced us into AJO when our last ESP was perfect for our needs. Review collected by and hosted on G2.com.

We're still having deliverability issues despite the fact that:

- We're the 6th largest bank in the U.S. with a superb sender reputation.

- We've successfully IP warmed with Adobe's help

- We're throttling emails slowly

Test emails to our own company inbox deliver about 60% of the time and we should be whitelisted.

Basic ESP features (in other ESPs) require help from Adobe software engineers and our own internal MarTech partners. Features are not intuitive to marketers or junior email managers.

Throttling is a huge hassle because AJO doesn't have an out-of-the-box throttling feature. You have to build a complicated program with a bunch of splits to send 250K p/h.

We have about 50 different types of emails with 50 different From Names. We can only use 10 From Names because their UI has a glitch whereby the dropdown box only shows 10.

AJO literally changes HTML code and restructures it which often breaks the template (lose BG colors, breaks table wrappers, breaks 3-column module, etc. Litmus renders the email perfectly across all clients. If I send the email in our old ESP it renders perfectly across the board. But AJO requires “web-ready” HTML, which is not what is required by other MAP/ESP tools and not even a best practice for email development. AJO appears to be the culmination of web developers getting together to make an email product. This is breaking about 30% of our email templates, causing added troubleshooting and delays.

We can't pause or edit live journeys, a FT we had in our last two platforms. You can only stop a live journey, clone it, revise and then start the new journey. Migrating clients midway through the old journey into the new clone is nearly impossible.

The program is massive and therefore runs extremely slow, especially in the afternoon EST time. We get time-outs, things don't save, loss of work and time. We're having to do extra (unnecessary) measures (e.g. lists that auto-delete after a time) to keep the database super lean. This supposedly helps, but we just started in AJO and already getting timeouts. Once we have a hundred programs and things running concurrently, it'll only get worse.

This review is scratching the surface. We have an ever increasing doc several pages long listing out all the glitches, poor functionality, and risks. We expect burnout, churn, and significant revenue loss due to the many delays.

According to a previous direct report, Intuit recently left AJO. They had a very similar experience. Unfortunately, we were too far deep into onboarding and implementation to heed his warning. Now we're likely stuck for a few years so Cyber and IT can try to prove that the platform is worthy of the exorbitant cost. Review collected by and hosted on G2.com.