Walgreens teams with Adobe and Microsoft for customer insights platform

Walgreens Boots Alliance (WBA) announced that it's joining forces with Microsoft and Adobe to launch a digital experience and customer insights platform that’s able to deliver personalized healthcare and shopping experiences.

WBA aims to increase its customers’ access to key services while also driving convenience and providing customers with options tailored to address their unique needs.

The strategic partnership between WBA, Microsoft and Adobe focuses on providing Walgreens customers with world-class customer service experiences.

Microsoft Dynamics 365 Customer Insights will provide WBA with a complete view of its customers while also unlocking the insights needed to drive personalized customer service experiences, while Adobe’s Customer Experience Management (CXM) solution will deliver customer analytics, content management, campaign orchestration and more.

Vineet Mehra, global chief marketing officer for WBA, said: “At WBA, our mission is to deliver extraordinary experiences that enrich our customers’ lives.

"Capabilities to combine previously disparate customer data sets, including information from more than 100 million members of our loyalty programs, into a more singular, unified view of the customer - powered by these modern technology platforms - will enable us to truly personalize our omnichannel healthcare and retail offering.

“This digital magic coupled with the valued knowledge and quality of care provided by our pharmacists and team members is what allows us to best serve our customers".

When detailing precisely how the personalization platform will work, WBA says Walgreens plans to launch a tailored prescription experience for its patients while also enabling Boots Beauty Consultants to provide customers with custom product recommendations.

The platform will also improve WBA’s marketing effectiveness and enable it to provide its customers with personalized offers.