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The COVID-19 pandemic added urgency to a challenge that had already been looming in the retail healthcare industry for years — delivering customer experiences that are on par with other industries. Walgreens Boots Alliance (WBA) — the holding company that owns the retail pharmacy chains — has stepped up efforts to modernize and transform its company to better serve the changing needs of its customers. The company is moving toward becoming a customer-first organization that places a priority on interactions that combine the physical and digital worlds into a single experience.
In a chat between Llanor Alleyne, executive editor at VentureBeat, and Mike Maresca, chief technology officer at WBA, during VentureBeat’s Transform 2022 virtual conference, Maresca describes how WBA relies heavily on its extensive global presence in the retail, pharmacy and healthcare sectors. It also relies on strategic alliances, digital channels and data to better serve its clients and patients with the aim of establishing enduring connections with the clients.
Integration of customer experiences
Maresca said customer experience is “constantly evolving how you interact with your customers.” He noted that organizations are prioritizing such interactions, whether in stores or online, to give their customers remarkable experiences. According to Maresca, what WBA has been able to do across its major businesses — retail, pharmacy and healthcare — is to ensure that the company creates an experience that meets the customer where they need it.
“The experience may be from when they’re trying to get some retail products or medicines to serve their health needs. It could also be f …