Customer Journeys

Customer Journeys addresses the ability for brands to proactively engage and communicate with their customers through channels such as email, SMS, and mobile alerts. Orchestration tools can also be integrated with other interaction channels such as with inbound channels for web/mobile personalization by sharing audience state with the other channel specific decision engines. A number of factors go into what applications and deployment options should be used for Customer Journeys but it can be summed up in two different approaches: react to a customer as they engage (triggered) OR react to a group of customers as they engage (scheduled).

Today there are two options for Adobe for customers to select from when wanting a Customer Journey solution:

  • Adobe Campaign Managed Cloud Services
  • Adobe Journey Optimizer
Blueprint Description Architecture
Journey Optimizer Natively built on top of the Experience Platforms Real-Time Customer Profile enabling marketing teams to react in real-time to changing customer behaviors and meet them where they are at in any channel at any time Reference architecture for Journey Optimizer Blueprint
Adobe Campaign v8 Next generation campaigning tool that is optimized for highly complex data management and campaign processes. Enables customers to combine discover and create rich marketing campaign communications Reference architecture for Campaign v8 Blueprint
Adobe Campaign v7 Traditional campaigning tool built for batch-based marketing campaigns across channels such as email, SMS and direct mail. Enables customers to orchestrate and manage the various customer communications in a single place Reference architecture for Campaign v7 Blueprint

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