One journey, from first search to recurring revenue.
PetSmart's omnichannel model, loyalty focus, and services business make it uniquely suited to unified journey analytics. Traditional web analytics only sees the digital slice — CJA follows the whole path.
Digital research
Reviews & inventory checks
Loyalty engagement
Treats activity
Store visit
In-store purchase
Grooming / vet
Service adoption
Replenishment
Repeat buying
Autoship
Recurring revenue
This journey connects digital research to lifetime value — showcasing why unified customer journey analytics is materially more valuable than traditional web analytics for PetSmart.
Each phase adds data and unlocks new questions.
Lead with Phases 1–2: fewest new integrations, fastest measurable value, and the identity foundation the omnichannel phases depend on. Complexity — and monetization — build from there.
Digital commerce optimization
Fewest new integrations · Fast time to valueObjective: improve digital conversion, marketing performance, and acquisition efficiency.
New data sources
- Website clickstream
- Mobile app analytics
- Ecommerce transactions
- Email · SMS · push campaigns
- Product catalog
- Search & content interactions
Key questions
- Which channels drive the highest-converting traffic?
- Where are customers abandoning checkout?
- Which products are viewed but not purchased?
- Which content & promotions influence purchases?
- Which journeys lead to Autoship enrollment?
Illustrative value potential
Time to value: Fast
Loyalty & customer intelligence
Identity foundationObjective: increase retention, repeat purchases, Treats engagement, and lifetime value.
New data sources
- Treats Rewards loyalty data
- CRM / customer profile data
- Identity stitching across channels
- All Phase 1 sources
Key questions
- Which journeys create the highest-value Treats members?
- What behaviors predict Member → Bestie → VIPP?
- Which first purchases generate the highest LTV?
- How does Autoship impact long-term value?
- Which loyalty benefits drive retention?
Illustrative value potential
Time to value: Moderate
Omnichannel retail analytics
Digital-to-store revenueObjective: connect digital engagement to store revenue and fulfillment outcomes.
New data sources
- POS & store transactions
- BOPIS transactions
- Store inventory
- Loyalty-linked store sales
Key questions
- How much in-store revenue is influenced by digital?
- Which online behaviors drive store visits?
- What additional purchases occur during pickup?
- Which fulfillment journeys convert best?
- Which omnichannel customers generate the highest LTV?
Illustrative value potential
Time to value: Moderate–high
Services & lifecycle growth
Services attach & LTVObjective: increase adoption of grooming, training, veterinary, boarding, and pharmacy.
New data sources
- Grooming & training
- Veterinary & pharmacy
- Contact center
- Appointment systems
Key questions
- Which digital experiences lead to grooming appointments?
- Which retail customers are most likely to adopt services?
- Which product purchases predict service adoption?
- What drives veterinary engagement?
- How can support contacts be reduced?
Illustrative value potential
Time to value: High
Retail Media Network (RMN)
Vendor monetizationObjective: create a scalable advertising and supplier-insights platform.
New data sources
- Retail media ad server
- Sponsored product data
- Vendor campaign data
- Paid media platforms
Key questions
- Which supplier placements drive sales?
- Which vendors generate the highest return?
- Which campaigns drive store and digital revenue?
- Which audiences are most valuable to suppliers?
Illustrative value potential
Time to value: Strategic
Pet-parent use cases, not generic retail.
The strongest use cases center on the things that make PetSmart PetSmart: services, consumables, loyalty, Autoship, grooming, veterinary, training, pharmacy, and store pickup.
Analyze cross-channel touchpoints
- Online-to-offline journey analysis
- Abandoned cart analysis
- BOPIS & pickup basket expansion
- Call deflection
- Segment discovery & activation
Optimize experiences across devices
- Cross-device path to purchase
- Mobile app interactions & impact
- App flow & friction optimization
- Grooming, refill & Autoship flows
Measure marketing performance
- Cross-channel attribution
- Outbound journey & campaign analysis
- Content, offer & placement performance
- Product, category & profitability insights
- Advertising performance & ROAS
Power the Retail Media Network
- Onsite advertising performance
- Vendor analysis & ROAS benchmarking
- Self-service vendor reporting
- Offsite / paid media analysis
Differentiated CJA capabilities
- Unify identity across channels & devices
- Full journey view: flow, fallout & cohorts
- Attribution across online and in-store
- Activate audiences to RT-CDP & Journey Optimizer
Example: online-to-offline
- A pet parent researches premium dog food, reads reviews, checks local inventory…
- …then buys in-store on a weekend visit.
- CJA credits every online touchpoint for that in-store sale.
How value compounds across the phases.
The result isn't just better reporting — it's a decisioning framework to optimize every stage of the pet-parent lifecycle, from acquisition through loyalty, services, and replenishment.
| Phase | Primary outcome | Value type |
|---|---|---|
| Phase 1 | Digital conversion & marketing ROI | Revenue growth |
| Phase 2 | Loyalty & customer lifetime value | Revenue growth |
| Phase 3 | Digital-to-store revenue visibility | Revenue + attribution |
| Phase 4 | Services growth & contact-center efficiency | Revenue + cost reduction |
| Phase 5 | Retail media monetization | New revenue stream |
Disclaimer: ROI estimates and projections are modeled using industry averages and benchmarks. Actual results may vary based on PetSmart's implementation, data maturity, and business conditions.
Investing in what matters to PetSmart.
As PetSmart evaluates next-generation analytics beyond Google Analytics 4, Adobe continues to invest across customer identity, omnichannel journey analysis, merchandising insights, Databricks integration, governance, data quality, and AI-powered analytics.
Identity, data trust & AI
Dataset preview & stitching validation
Validate identity stitching before production — lower risk, more trusted cross-channel reporting.
AEP Data Mirror (GA)
Sync Experience Platform datasets with Databricks; keep analytics and warehouse aligned.
MCP server for CJA
Let AI assistants securely query analytics in natural language.
Data storytelling
Turn Workspace projects into executive-ready presentations, faster.
Deeper retail, enterprise data & governance
Sub-event segmentation
Analyze below the event level for SKU, basket, and category insight and precise audiences.
Data feeds & proactive AI insights
Export enriched journey data to warehouses; surface anomalies automatically to speed root-cause analysis.
AI-powered validation for migration
Compare Adobe Analytics and CJA outputs at scale to de-risk the GA4 transition.
Consent Navigator
Add CDN log data — bot traffic, consent signals, AI-crawler activity — for stronger governance.
Adobe Confidential. Roadmap disclosures are informational only, are not a guarantee of any future feature or functionality, and are subject to change at any time. They must not be relied upon as a contractual commitment. Certain capabilities may require a higher CJA edition than currently licensed — consult your Adobe representative for availability.
Let's map Phase 1 for PetSmart.
A focused working session to align on data sources, priority use cases, and the fastest path to measurable value.
Schedule a 30-minute working session