Customer Journey Analytics (CJA) is here, and it's a game changer. Built as the next generation of Adobe Analytics, it offers a more powerful, connected view of the customer journey across all touchpoints.
But getting it right takes more than simply deploying the tool – it requires smart planning, cross-functional alignment, and the expertise of a trusted partner.
Here’s a video that offers a glimpse into Adobe CJA and how it can elevate your customer’s journey.
With a strong relationship spanning more than a decade, a premier retailer partnered with Concord to migrate from Adobe Analytics to CJA.
Concord developed a two phase approach designed to tackle both implementation and training aspects simultaneously:
Part I - Deployment: Focused on foundational, engineering, and operational setup.
Part II – Training and Enablement: Aimed at preparing business users to adopt and operate the new platform effectively.
Concord worked closely with the client’s onboarding team and CJA stakeholders to migrate data from legacy Adobe Analytics to CJA. Key preparation activities included:
In support of a seamless transition, Concord rebuilt key metrics & dimensions, migrated existing reports, and developed a repository to document definition differences between platforms.
To ensure successful adoption, Concord created a custom training program to onboard over 150 users—from analysts to executives—and align them around a shared data strategy.
With Adobe Analytics being phased out in 2025, the four-stage curriculum (Awareness, Understanding, Proficiency, Mastery) helped bridge skill gaps through:
To increase engagement, the program featured gamification, awarding badges for quizzes and digital certificates for completing each stage, many of which participants proudly displayed.
A top financial services firm partnered with Concord to implement Adobe CJA, with a strong focus on foundational activities like audits, stakeholder interviews, and detailed requirements gathering. Concord developed a three-phase plan:
Part I – Define Requirements & Identify Data Sources
Part II – Onboard Data Sources & Validate Data
Part III – Build Custom Dashboards
Concord partnered with department leads and product owners to align on business questions and reporting needs. Through structured interviews and working sessions, we created a master requirements list and helped the client focus on an MVP that included:
Each source was evaluated for complexity and estimated implementation effort to guide planning.
With requirements and sources defined, Concord worked closely with the client’s engineering team to activate data in Adobe Experience Platform. This included:
This phase also prompted full documentation of key metrics and their definitions, creating a trusted foundation for reporting.
To promote adoption and self-service, Concord created “starter” dashboards tailored to business users. These included pre-defined metrics, segments, and calculated fields. Training sessions covered essentials like:
The result: empowered users and a strong foundation for long-term value with CJA.
Adobe CJA represents a shift in how organizations think about collecting, connecting, and activating customer data.
CJA works best for organizations with the right mix of data maturity, business goals, and internal capabilities. Here’s when it makes the most sense:
If your business spans web, mobile, offline, CRM, and more, CJA brings those data streams together into one unified customer view.
CJA runs on AEP. If you’re already using the platform for data collection or identity resolution, it’s a natural next step.
CJA empowers analysts, marketers, and product teams to build dashboards, explore data, and segment audiences—without relying on IT.
CJA performs best with structured, well-integrated data. Whether you’re already there or need help getting there, Concord can help set you up for success.
Namespaces are essential for identity stitching across devices and channels. We help you select and implement the right approach—usually Adobe’s predefined options—for seamless and scalable customer resolution.
Your schema is the foundation of your CJA implementation. We help you avoid common mistakes like selecting the wrong data types, which can limit flexibility down the line. When in doubt, we default to string to ensure adaptability.
Discrepancies between Adobe Analytics and CJA often come from how bot traffic is handled. We proactively configure bot filtering at the data view level to keep your dashboards clean and performance strong.
Effective migrations depend on strong documentation. We create a single source of truth in tools like Confluence, Notion, or SharePoint to track platform differences, rebuild needs, and key decisions—keeping your team aligned.
CJA does not automatically integrate data across sources. We unify your web, mobile, CRM, and other systems to create a complete and reliable customer view.
CJA has a steep learning curve. Our team delivers live workshops, customized training, and ongoing support to help your users ramp quickly and confidently.
We design dashboards and automated alerts using BI tools and custom scripts. You’ll stay informed about performance trends, spikes, and drop-offs without waiting for weekly reports.
From identifying the right data sources to validating inputs and defining segments, we help business users navigate complex data volumes with clarity and speed.
CJA schema design impacts scalability. Concord ensures the right data types and architecture are in place to support long-term adaptability and flexibility.
Stitching together interactions across touchpoints is central to CJA’s value. We combine Adobe’s predefined namespaces with our implementation expertise to deliver a true 360° customer view.
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