AJO Customer Experts on Tips for Tackling Complex Journeys & Catching Error Before They Enter in Campaign | Community
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Sukrity_Wadhwa
Community Manager
Sukrity_WadhwaCommunity Manager
Community Manager
August 7, 2025

AJO Customer Experts on Tips for Tackling Complex Journeys & Catching Error Before They Enter in Campaign

  • August 7, 2025
  • 13 replies
  • 5047 views

August 27th, 2025

 

We are happy to welcome Adam Wilson, Director at Air Miles, Canada and David Kangni, Solution Architect at RiteAid for an AMA session about Calming Customer Chaos: Tips for Tackling Complex Journeys in AJO and Catch error before they enter in Campaign. 

 

Our experts:

  • Adam Wilson is the Director of Marketing Operations at AIR MILES where he works at the intersection of technology, data, and marketing. At AIR MILES, he’s been involved in the end-to-end implementation of AEP RTCDP and Journey Optimizer, establishing a multi-channel audience library and integrated customer journeys that leverage real-time customer interactions. He has deep experience in marketing and advertising operations, designing multi-channel digital campaigns and experiences.
  • David, our very own AJO Community Advisor, is a seasoned Solution Architect based in Montreal, Canada, bringing extensive experience in IT consulting, software architecture, and marketing solutions implementation. His career has been marked by a strong focus on delivering end-to-end project excellence ; from requirements gathering and functional design to technical architecture, data modelling, and development. His ability to bridge the gap between complex technical requirements and strategic business goals has consistently delivered measurable value for clients around the world.

 

How this AMA works:

  • This thread will open on Wednesday, August 27, for you to start submitting your questions 
  • Reply to this post with any questions you have for our Experts. They will reply to as many of your questions as possible. 
  • After the AMA is over, the thread will be locked for new replies, but it will remain visible as a resource. 

    13 replies

    Show previous replies
    D
    Adobe Employee
    Dheeraj_Garg07Adobe Employee
    Adobe Employee
    August 27, 2025

    Another question, for the requirement of having multiple IAMs triggered at different stages of the journey using the same trigger, can this be achieved within a single journey?

      DavidKangni
      Community Advisor
      DavidKangniCommunity Advisor
      Community Advisor
      August 27, 2025

      It's not recommended to use the same trigger at the different stages of your journeys. You can try to leverage Rule-based events to identify the relevant events that will trigger your IAMs at the stages. This rule can be based on any field available in the event payload but as best practices do not over engineering.

      Thanks

      David Kangni
        NimashaJain
        Adobe Employee
        NimashaJainAdobe Employee
        Adobe Employee
        August 27, 2025

        Another question that sparked interest was around initiation: does a journey always need to start with a customer action, or can marketers also initiate a journey themselves?

          awilsonL1
          awilsonL1
          Level 2
          August 27, 2025

          Great question!

           

          While customer actions are the most common use case, you occasionally want to trigger a journey based on an event that's not tied to an individual profile. This is where Business Events are useful.

           

          There are a few things you will want to consider when setting these up.

          • What use cases do you want to enable? Do you simply want marketers to be able to trigger journeys ad-hoc or do you want journeys to be triggered on a more general class of events (for example, the start of a sale/promo period).
          • Usage of this feature requires an Experience Event schema so you will need to create a schema based on the scenarios you want to enable.
          • How will marketers send data to the platform? With your data modelled in a schema, event records prepared for this schema will need to be ingested into the platform.

          With these things considered, you can leverage these business events within a journey where the occurrence of one of these events will trigger a journey that subsequently reads an audience of customers for inclusion within the journey you define.

            Sukrity_Wadhwa
            Community Manager
            Sukrity_WadhwaCommunity ManagerAuthor
            Community Manager
            August 27, 2025

            Thanks everyone for joining today’s AMA! Huge shoutout to @awilsonL1 and @DavidKangni  for taking out the time today to share their thoughts and insights. Really appreciate it!

            Sukrity Wadhwa
              awilsonL1
              awilsonL1
              Level 2
              August 27, 2025

              Thank you, @sukrity_wadhwa, and to the community for the great questions!

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