Key Capabilities & Benefits
Adobe Journey Optimizer is an agile and scalable application for creating and delivering personalized, connected, and timely customer experiences across apps, devices, and channels.
Real-time Customer Insights & Engagement
An integrated profile merges live data from all sources across customer touchpoints. This data includes behavioral, transactional, financial, and operational information. It optimizes personal and contextual experiences for customers at the right time. For example, a travel company automatically sends flight delay notifications based on a customer’s booking and current location data.
Modern Omnichannel Orchestration & Execution
A single canvas harmonizes and optimizes customer journeys for one-to-one engagement and marketing outreach. It helps brands deliver more value throughout the customer lifecycle. Journeys designed in Adobe Journey Optimizer are dynamic and event-based. They react to real-time signals and connect those interactions with scheduled campaigns. For instance, a fitness app automatically sends motivational push notifications to users who haven’t logged a workout in a week. It also schedules monthly progress updates via email.
Intelligent Decisioning & Personalization
Centralized decision-making powered by AI and machine learning predicts insights, automates decisions, and optimizes experiences at scale. Decisioning enables centralized offers across channels through Adobe Journey Optimizer. For example, a streaming service uses AI to recommend personalized content based on viewing history and preferences.
Enterprise-grade Capabilities
Adobe Journey Optimizer offers robust governance, scalability, and seamless integration with the broader Adobe ecosystem. These features ensure that organizations securely manage large-scale operations while maintaining efficient workflows.
Use Cases
Marketing Use Cases
Marketers send individualized communications and audience-based batch messages using Adobe Journey Optimizer. For example, a clothing store sends post-purchase surveys to customers who recently made purchases. It also excludes customers whose shipments were delayed due to weather and sends them personalized apology emails with discount codes.
Marketers leverage real-time behavior-based communications as well. For instance, push notifications inform loyal customers entering a store’s parking lot about items back in stock in their size. These timely and relevant interactions increase customer satisfaction and engagement.
Non-Marketing Use Cases
Operations teams and customer support use Adobe Journey Optimizer for operational updates and process monitoring. For example, amusement park staff notify visitors through the park’s mobile app about rides temporarily closed for maintenance. Similarly, healthcare providers send patients real-time updates about appointment delays or reminders about upcoming medical tests.
Documentation Overview
This documentation is organized into sections to help you navigate key concepts and functionality:
- Architecture & Concepts - Learn about Adobe Journey Optimizer’s structure and the core concepts that power it.
- Functional Areas Guide - Explore detailed information about each component of Adobe Journey Optimizer and how they work together.
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