Adobe Customer Journey Analytics vs. Whatfix

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Adobe Customer Journey Analytics
Score 5.8 out of 10
N/A
Adobe's Customer Journey Analytics is a service built on Adobe Experience Platform that lets the user join all data from every channel into a single interface for real-time, omnichannel analysis and visualization, allowing users to make better decisions with a holistic view of the business and the context behind every customer action.N/A
Whatfix
Score 8.8 out of 10
N/A
Whatfix is advancing the "userization" of application technology, by empowering companies to maximize the ROI of digital investments across the application lifecycle. Powered by GenAI, Whatfix’s product suite includes a digital adoption platform, simulated application environments for hands-on training, and no-code application analytics. Whatfix enables organizations to drive user productivity, ensure process compliance, and improve user experience of internal and customer-facing…N/A
Pricing
Adobe Customer Journey AnalyticsWhatfix
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Adobe Customer Journey AnalyticsWhatfix
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeOptionalOptional
Additional DetailsAll Pricing models are customized and tailor-made according to the customer's requirement.
More Pricing Information
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User Ratings
Adobe Customer Journey AnalyticsWhatfix
Likelihood to Recommend
7.3
(11 ratings)
8.4
(30 ratings)
Likelihood to Renew
9.1
(1 ratings)
7.7
(4 ratings)
Usability
7.2
(10 ratings)
8.5
(11 ratings)
Availability
9.1
(1 ratings)
9.1
(1 ratings)
Performance
7.7
(2 ratings)
7.3
(1 ratings)
Support Rating
7.3
(1 ratings)
9.1
(8 ratings)
In-Person Training
5.5
(1 ratings)
-
(0 ratings)
Online Training
5.5
(1 ratings)
9.1
(2 ratings)
Implementation Rating
8.2
(1 ratings)
9.1
(3 ratings)
Configurability
8.2
(1 ratings)
8.2
(2 ratings)
Ease of integration
7.3
(1 ratings)
8.2
(1 ratings)
Product Scalability
8.2
(1 ratings)
9.1
(1 ratings)
Professional Services
8.2
(1 ratings)
-
(0 ratings)
Vendor post-sale
8.2
(1 ratings)
9.1
(1 ratings)
Vendor pre-sale
8.2
(1 ratings)
8.2
(1 ratings)
User Testimonials
Adobe Customer Journey AnalyticsWhatfix
Likelihood to Recommend
Adobe
The thing which helps me the most is I get to see one apps data on one place for instance if there's my company app and for UX/UI design purposes I need data and analytics Customer journey analytics comes in handy as this tool brings you a whole journey on how customers or users interacts with your company's brand across different channels like on web, social media, mobile phones, etc. which not only helps me as a designer but also helps in marketing also as we can identify the loopholes, the good points, the bad points, the pain point of user and we can have better strategy for marketing as well as better designs for ease of the users. Another point is it not only helps us to understand all this but we can implement the changes and can have insight whether our product is performing well or not and best part is that it also predict and can help us to provide relevant solutions. It can also identify what worked well for you and your company by collecting data and giving you the analytics of on what the users responded the most. My organisation used it for these purposes and so far no complaints except the smoother no glitch interface.
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Whatfix
Currently, we are only using Whatfix with Salesforce but are in the process of implementing on other systems. It is an excellent tool to organize and provide in-app access to training materials already created. It excels at providing guidance about tasks users don't complete often and, therefore, forget what they were trained about the process. The only sort of system it might not work well is one that provides its own robust in-app assistance. More than one type of tip icon being displayed, for instance, could be confusing.
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Pros
Adobe
  • I use this tool primarily to categorize my customers - segmentation option is a big plus!
  • AI driven data helps me curate different metrics together - Much easier to understand dependencies.
  • This tool not only helps the marketing team, but my customer success teams are also happy to know different touch points registered by customer.
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Whatfix
  • Whatfix is a vendor that listens to their client, understands their business challenges, and works with them to achieve their goals.
  • Feature enhancements are released every quarter, often with significant functionality improvements.
  • The support and engineering teams are outstanding - responsive, helpful and nothing is ever too much trouble. Literally, second-to-none!
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Cons
Adobe
  • Learning Curve - I would love to see simpler support, something like short (think TikTok!) video job aids. I don't need my users to be taught everything ... just how to figure out "that one thing" in the moment.
  • Expensive (but worth it!) - the people the approve purchases often have no clue as to the what/why and only look at the $$$. As for CJA, it is worth the investment. We get a lot of actionable data that saves us $ in the future by allowing us to anticipate/fix problems now in the early stages.
  • AI usage/integration - it takes time and a solid team. It is worth it in the end, but ramping up is tough.
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Whatfix
  • The possibility to select content/widgets at the time for "push to production" (some we would like to p2p for one single content, that is not possible at the moment).
  • I wish the filters in the dashboard would stay when you choose a content, currently you have to filter again and again.
  • In the analytics area, I would like the system to remember this for a certain time window after selecting the start date.
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Likelihood to Renew
Adobe
Good product and outputs. Cost to implement --- we are up to speed, I don't wanna have to change over now
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Whatfix
[We feel like] even though Whatfix has its flaws, we are impressed by the speed of development [and] their openness about their future improvements, [but] most important their proactive customer service and customer success team. Whatfix acts more like a partner than a supplier of a 3rd party tool, and we welcome that experience.
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Usability
Adobe
Would rate Adobe Customer Journey Analytics's overall usability at around 7. While it offers powerful insights and flexibility for in-depth analysis, its interface and setup can be complex, especially for new users. The extensive customization options are valuable but can also feel overwhelming, and it would benefit from more intuitive navigation and streamlined workflows to enhance ease of use.
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Whatfix
While they've made a lot of improvements in the last year, there are still challenges with walkthroughs and how beacons can be created. They are aware of these limitations and are actively soliciting customer feedback to help them remedy these shortcomings.
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Reliability and Availability
Adobe
Rare errors/outages If something is happening, there is good notice and support comms/reachouts
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Whatfix
No answers on this topic
Performance
Adobe
The real time data analysis function monitors clients and it helps us to increase our sales and efficiency.
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Whatfix
Sometimes there is a delay to showcase all whatfix elements
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Support Rating
Adobe
Good enough tools and offline support. We had a model of "hypercare" that was mostly good, sometimes not good. But that was more personality/people based, rather than established processes. Overall the support was timely and effective
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Whatfix
Whatfix is THE best vendor I've ever worked with when it comes to supporting their customers. The support team is friendly, helpful and always willing to listen to your suggestions and ideas. This also applies to the Engineering team who I've spent several hours on calls with debugging a few of the more challenging scenarios we have in place. Nothing is ever too much trouble for Whatfix and they are truly best-in-class when it comes to their support model.
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In-Person Training
Adobe
Should be staged differently. It should be Do online stuff, get basic skills/qual. Then do "homework" type tasking, then come to class with an instructor. We got the traditional "start from 0, then step 1, then step 2..." training. This usually saps energy/focus. All training should be like a lab/practice session. If someone needs information or basic knowledge ... put it in a elearning, FAQ, job aid, or resource page.
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Whatfix
No answers on this topic
Online Training
Adobe
Should have more of this for the 101-level stuff. No one needs a Zoom class covering the basics. I need a "guide on the side" when I'm learning new stuff. I want support while I practice.
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Whatfix
While helpful, the feedback from our employee was, that [they felt] the training was very high-level - sometimes confusing. It would be great to have some kind of sandbox environment for new users to train certain scenarios.
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Implementation Rating
Adobe
Get trained up early, get your people in it and using/testing it.
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Whatfix
Although Whatfix make the process relatively straightforward (they will provide Group Policy Scripts to install a Google Chrome extension specific to your organisation) its important to ensure your network deployment teams (if you have more than one) understand their role and what they need to do to test deployment once they undertaken the work.
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Alternatives Considered
Adobe
One major reason is no one can beat adobe in customer service even if we have problem they are their to help you out immediately. The amount of features and the ease of using tool customer journey analytics provide is sufficient for my organisation as other platforms are bit complicated and take ample of time to learn them properly whereas this is just super easy and to get hold of it and as per the price area this is the best available in market
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Whatfix
There is no comparison - Whatfix is the clear winner with us from the very beginning. As Whatfix continues to grow and innovate their product, engage with it's customers on a level beyond any I have every seen. They work as Partners with us, their teams from bottom to top are incredible - Customer Service, Collaboration Teams, Innovation, Sales, Success Mangers and everyone I missed are incredible. One team in particular I want to call out for there outstanding service, care and innovation to help us launch one of our systems is the Professional Services Team. Ganish, Joel, and everyone else who has been on our calls and worked behind the scenes to hit our incredible tight deadline in August - KUDOs for a job well done, You ROCK, THANK YOU words cannot describe how great you guys have been with us on this project, but on all of them. Whatfix's team definitely understands, the customer is first, they align with our values and we will continue to grow with them
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Scalability
Adobe
Been rock solid for us. Issues are rare, but when they happen ... they get resolved before anything turns into an "all hands on deck" situation
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Whatfix
No answers on this topic
Professional Services
Adobe
Good offline/non-human resources (guides, FAQs, vids) Great support from people
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Whatfix
No answers on this topic
Return on Investment
Adobe
  • I have seen a huge difference in the profits invested for even penny - My profit percentage has improved by 13%.
  • Negative touchpoints were addressed and I was able to retain close to 71 customers.
  • In terms of optimization, found 2 key areas for improvement.
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Whatfix
  • Reduced Training Costs: By cutting traditional training time by 40%, Whatfix has saved significant resources while increasing learning efficiency.
  • Improved User Productivity: Faster onboarding and fewer errors have led to a 25% improvement in user performance metrics, directly contributing to operational efficiency.
  • Decreased Support Requests: Self-service guidance has reduced support tickets by 30%, freeing up teams to focus on strategic initiatives and cutting support costs.
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ScreenShots

Adobe Customer Journey Analytics Screenshots

Screenshot of Graph-Based Stitching in Adobe Customer Journey AnalyticsScreenshot of Derived Fields in Adobe Customer Journey AnalyticsScreenshot of Data Views in Adobe Customer Journey AnalyticsScreenshot of Data Governance in Adobe Customer Journey AnalyticsScreenshot of AI Assistant in Adobe Customer Journey AnalyticsScreenshot of Attribution Models in Adobe Customer Journey Analytics

Whatfix Screenshots

Screenshot of the analytics of the Whatfix Digital Adoption Platform, that help determine what’s working (and what’s not) so  adjustments can be made to DAP content as necessaryScreenshot of Whatfix's Analytics. This produces reports on flow usage, queries served, drop-offs, and other engagement metricsScreenshot of Beacon - Used to create alerts to guide users to changes and new featuresScreenshot of Data validation - Tells users in real-time if the data they entered is accurate, based on pre-established criteriaScreenshot of In-app guidance - Step-by-step guided walkthroughs to take the user through every step of a taskScreenshot of Self-Help - Self-service support contextualized based on user role and location in the application