With Adobe Analytics, WBA started off on the right foot by gaining a deeper understanding of their customer base. The company had the good fortune of already possessing a rich source of customer data thanks to their roughly 100 million customer loyalty program members. This made it easy for WBA to use Adobe Audience Manager to create intelligent customer segments for their retail operations and start delivering the most relevant messages to every customer with Adobe Campaign.
To meet the demands of mass personalization and produce tens of thousands of assets annually, Walgreens creative operations team turned to Creative Cloud Libraries. Everyone who needs it now has direct access to unified and organized assets. With everything in one place, content creators and marketing teams can roll out in-store signage and digital updates in a flash.
With Adobe Target, WBA can personalize their new omnichannel retail experiences at scale — and perform all the necessary testing to ensure that each experience is optimal.
Adobe Experience Manager gives WBA visibility into their new customer experience, making sure that customers receive seamless, consistent, meaningful experiences across every channel for both pharmacy and retail transactions. And with Adobe Workfront as WBA’s work management platform accelerating these efforts, WBA is moving with greater efficiency to deliver new digital experiences and content to its expanding audience online.
For example, customers get personalized recommendations based on past purchases right when they’re about to run out of a product they’ve taken regularly for years. If the customer chooses, she can pick up her purchase via drive-thru — a capability that, until recently, had only been available for prescriptions. And when she arrives at the drive-thru window, the staff will already have any filled prescriptions on hand for her to pick up. They’ll also remind her that she’s due for her annual flu shot.
The result is just what Harker was aiming for. Now, WBA can meet customers wherever they are. Literally. From mobile to laptops to drive-thru or in-store experiences, WBA shows up for customers when and where they need it.
And they made it all happen in the middle of a global health crisis.