With the ongoing spread of the COVID-19 pandemic, people across the globe have had to quickly pivot and adapt to new and different ways of learning, working, shopping, socializing and collaborating — accelerating the adoption of digital technologies in nearly every facet of our lives. Out of necessity, consumers are finally embracing digital experiences at scale — forcing businesses of all sizes, across every industry to adopt a digital-first mindset to stay competitive and thrive in these uncertain times.
While the concept of being a digital business is nothing new — most organizations were already on this journey pre-COVID-19 — the pandemic simply forced organizations to prioritize going digital-first to get work done more effectively and efficiently. This, combined with increasing customer expectations for fast, frictionless and highly personalized experiences across touchpoints, created an unprecedented demand for enterprise-grade customer experience platforms that can deliver these seamless, exceptional digital experiences across every interaction a customer has with their brand.
When COVID-19 hit in 2020, it prompted the rapid adoption of digitized services due to mandated social distancing and safety measures. Walgreens Boots Alliance turned to Adobe to enhance the shopping and wellness experience, while driving a mass personalization effort. In the U.S., that meant activating a loyalty program with over 100 million members. Adobe Experience Cloud solutions brought a set of tools that produced deeper customer insights, while delivering more relevant customer experiences that were integrated across channels like the website, mobile app, and in-person retail. Walgreens launched an online portal for COVID-19 vaccines, providing an easy way for users to determine their eligibility, register for appointments, receive reminders for second shots and even schedule Uber rides to get to a Walgreens location. An updated myWalgreens customer experience platform (launched in November 2020) took this a step further, allowing customers to order and collect items in as little as 30 minutes, expanding delivery options and delivering new services such as 24/7 pharmacy chat and personalized health advice. In Q1 2021 earnings, Walgreens shared that 155 basis points of sales increases came through mass personalization efforts, another signal that consumers respond better to experiences that are aware of their needs and interactions with the company. Even more, overall digital traffic is up by more than 50 percent YoY.