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Boots aims to personalize experiences for 50 million customers with Adobe Experience Cloud | AEM Community Blog Seeding

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Boots aims to personalize experiences for 50 million customers with Adobe Experience Cloud by Adobe

Abstract

Improve experiences across the full customer journey spanning all channels

Modernize the website and mobile app to meet customer expectations for digital experiences

Create personalized experiences for 50 million Boots customers

Results
Reduced time to update website content from days to minutes

Achieved a 41.5% open rate with targeted loyalty email campaign

Optimized web experiences through A/B testing that increased engagement by up to 5%

Uses audience segments to deliver the right messaging across all digital channels


Whether people are getting a flu shot, picking up baby formula, or even shopping for Christmas presents, Boots is the first stop for millions of shoppers across the United Kingdom. Its popularity is well known, with 85% of the UK population living within 10 minutes of one of Boots’ 2,200+ retail stores.


“Boots has thrived as a bricks-and-mortar business since the first retail store opened in 1849,” explains Fiona Brown, Head of Digital Transformation at boots.com. “Shoppers still like popping around the corner to their closest Boots store but more and more are shopping online and we have big ambitions for how we can use digital channels to improve experiences for our customers.”


Boots customers love the brand for the convenience, familiarity, and great service that they experience every time they walk into a store. However, in recent years digital channels have become an increasingly important way to give customers what they need without requiring in-person contact.



“Customer expectations are just as high for digital experiences as for in-store interactions,” says Richard Corbridge, Chief Information Officer at Boots. “Our goal is to deliver the exact experience that every customer wants, every time they interact with Boots. This means our website and mobile app need to be easy to use and offer personalized experiences that meet the needs of each individual customer.”

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Boots aims to personalize experiences for 50 million customers with Adobe Experience Cloud

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