Case Study: Walgreens Boots Alliance achieves a personalized omnichannel pharmacy experience and measurable digital growth with Adobe Experience Cloud

How Walgreens Boots Alliance turned a century of service into a next-gen digital experience

Walgreens Boots Alliance (WBA), the century‑old pharmacy leader formed from Walgreens and Boots, faced the challenge of turning its neighborhood‑pharmacy experience into a personalized, omnichannel digital service at massive scale—an imperative made urgent by the COVID‑19 pandemic. Delivering frictionless, touchless, hyper‑personal experiences across mobile, web, in‑store and drive‑thru required close marketing–IT collaboration and technology that could orchestrate billions of personalized moments.

WBA partnered with Adobe and Microsoft, building on Azure and Adobe Experience Cloud (Analytics, Audience Manager, Campaign, Target, Experience Manager, Workfront and Creative Cloud Libraries) to create intelligent segments, automate personalized messaging, streamline asset delivery, expand drive‑thru and same‑day fulfillment, and launch a high‑capacity COVID portal. The results: myWalgreens app usage up 30%, overall digital traffic up 50%, 155 basis points of sales lift, nearly 100 million app downloads approaching, contactable customers doubled to over 50 million, and more than 52 million vaccinations and 20 million tests delivered.

Walgreens Boots Alliance

Vineet Mehra

Global Chief Marketing Officer