Adobe Journey Optimizer (AJO) promises real-time, omnichannel customer journeys. But in real-world use, many deployments fall short — not because the tool lacks power, but because the data and design aren’t production-ready.

At Audiencent, we’ve helped teams fix underperforming journeys by identifying common mistakes:

1. Journeys Are Built Without Real Events

Many setups rely on outdated batch triggers — like uploading a CSV into AEP. AJO shines when it reacts to live behavior. We use Streaming Ingestion and Edge Network to feed in real-time data: form submissions, purchases, app events.

2. Identity Resolution Isn’t Set

If your customer data isn’t stitched properly across web, app, and CRM, you’re triggering journeys on partial profiles. We configure Identity Graphs and set proper primaryIdentity fields so the system knows who it’s dealing with.

3. Conditional Logic is Shallow

Don’t just split journeys on email open. We configure complex conditions: last login date + cart value + purchase history + service tier. AJO can handle deep branching — use it.

4. Lack of API Integration

AJO can send email and SMS, but Custom Actions let you do more. We’ve connected journeys to Slack, CRMs, loyalty platforms, and even custom webhooks that trigger operational flows.

The Fix:
We audit data flows, fix schema mappings, validate ID stitching, and rewrite journeys for real-time action. With the right strategy, AJO becomes more than a campaign tool — it becomes your customer engine.