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Walgreens Boots Alliance logo

Walgreens Boots Alliance Marketing

To help people lead healthier lives by reimagining local healthcare and wellbeing for all communities in America

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To help people lead healthier lives by reimagining local healthcare and wellbeing for all communities in America

Strengths

  • PRESENCE: Vast physical footprint with 8,600+ U.S. locations
  • LOYALTY: 99M+ myWalgreens members providing valuable data insights
  • PARTNERSHIPS: Strategic healthcare alliances with VillageMD & CareCentrix
  • INTEGRATED: Omnichannel capabilities connecting physical and digital
  • PRESCRIPTION: Market leadership in prescription volume and specialty

Weaknesses

  • DIGITAL: Lagging digital experience compared to tech-first competitors
  • MARGINS: Pharmacy reimbursement pressures impacting profitability
  • PERCEPTION: Brand viewed as traditional retail vs. healthcare destination
  • ANALYTICS: Underutilization of customer data for personalization
  • WORKFORCE: Pharmacy staff shortages and retention challenges

Opportunities

  • HEALTHCARE: Growing demand for accessible community healthcare services
  • AGING: Increasing senior population needing medication management
  • OMNICHANNEL: Personalized engagement across physical-digital touchpoints
  • DIVERSIFICATION: Healthcare service expansion beyond prescription fills
  • TELEHEALTH: Integration of virtual care with physical locations

Threats

  • COMPETITION: Amazon, CVS Health & disruptive healthcare startups
  • PRICING: Prescription drug cost pressures and reimbursement challenges
  • MAIL-ORDER: Growing consumer preference for home delivery of Rx
  • REGULATORY: Changing healthcare legislation affecting business model
  • TECHNOLOGY: Rapid digital health innovation by tech-native competitors

Key Priorities

  • HEALTHCARE: Transform stores into true healthcare destinations
  • EXPERIENCE: Create seamless omnichannel customer journeys
  • DATA: Leverage customer insights for personalized experiences
  • TECHNOLOGY: Accelerate digital capabilities and innovation
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To help people lead healthier lives by reimagining local healthcare and wellbeing for all communities in America

REIMAGINE CARE

Transform our stores into true healthcare destinations

  • EXPANSION: Deploy 50 new VillageMD clinics adjacent to Walgreens locations by Q3 2025
  • SERVICES: Launch 3 new in-store health services generating $15M new revenue by end 2025
  • TRAINING: Certify 100% of pharmacists in expanded clinical services delivery by Q4 2025
  • AWARENESS: Increase healthcare destination perception score from 42% to 55% by Q2 2025
SEAMLESS JOURNEY

Create intuitive omnichannel customer experiences

  • INTEGRATION: Launch unified healthcare app with 85%+ customer satisfaction score by Q3 2025
  • ENGAGEMENT: Increase cross-channel active customers from 38% to 50% by end 2025
  • TOUCHPOINTS: Reduce steps in prescription journey from 7 to 4 across all channels by Q4 2025
  • ADOPTION: Achieve 25% of all transactions through digital channels by end Q2 2025
DATA ADVANTAGE

Leverage customer insights for personalized experiences

  • PLATFORM: Deploy unified customer data platform connecting 100% of touchpoints by Q3 2025
  • SEGMENTATION: Implement 15 AI-powered customer segments with tailored journeys by Q4 2025
  • RELEVANCE: Increase personalized offer engagement rate from 12% to 22% by end 2025
  • RETENTION: Improve 90-day customer retention rate from a baseline of 67% to 78% by Q2 2025
TECH ACCELERATION

Build market-leading digital capabilities and innovation

  • ARCHITECTURE: Complete cloud migration for 85% of customer-facing systems by Q3 2025
  • AUTOMATION: Implement AI pharmacy workflow tools reducing fill time by 30% by end 2025
  • INNOVATION: Launch 3 new digital health offerings with 250K+ active users by Q4 2025
  • TALENT: Hire 50 specialized digital/data/AI professionals by end Q2 2025
METRICS
  • VISITS: 1.2B total customer visits across physical and digital channels
  • REVENUE: $5.2B in healthcare services revenue (28% growth YoY)
  • NPS: Increase Net Promoter Score from 32 to 45 across all channels
VALUES
  • Trust and care for our customers and patients
  • Innovation in healthcare delivery and experiences
  • Community-focused care models
  • Inclusion and diversity in approach and offerings
  • Accountability to stakeholders and the planet
Walgreens Boots Alliance logo
Align the learnings

Walgreens Boots Alliance Marketing Retrospective

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To help people lead healthier lives by reimagining local healthcare and wellbeing for all communities in America

What Went Well

  • GROWTH: U.S. retail pharmacy segment showed 4.7% comparable sales growth
  • EXPANSION: VillageMD clinics increased to 400+ locations nationwide
  • DIGITAL: 13% increase in digital sales through Walgreens.com platform
  • LOYALTY: myWalgreens membership grew by 8M new members reaching 99M+

Not So Well

  • PROFITABILITY: Operating income declined 13.2% due to reimbursement
  • FOOTPRINT: Announced closure of 150 underperforming U.S. locations
  • STAFFING: Continued pharmacy workforce challenges impacting operations
  • INNOVATION: Digital health initiatives lagging behind key competitors

Learnings

  • INTEGRATION: Healthcare services perform better when fully integrated
  • CONVENIENCE: Patients prioritize accessibility in healthcare choices
  • PERSONALIZATION: Data-driven engagement drives stronger customer retention
  • HEALTHCARE: Clinical service expansion produces higher margin growth

Action Items

  • TRANSFORMATION: Accelerate transition to healthcare-focused destination
  • EFFICIENCY: Implement cost optimization program targeting $1B savings
  • EXPERIENCE: Redesign digital platforms for improved customer experience
  • ANALYTICS: Deploy advanced data analytics for personalized marketing
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To help people lead healthier lives by reimagining local healthcare and wellbeing for all communities in America

Strengths

  • DATA: Massive customer and prescription dataset for AI applications
  • CONNECTIVITY: Digital ecosystem connecting patients with providers
  • SCALE: Infrastructure to deploy AI solutions across 8,600+ locations
  • TESTING: Capability to pilot AI initiatives across diverse markets
  • PARTNERSHIPS: Existing tech and healthcare alliance opportunities

Weaknesses

  • TECHNICAL: Limited in-house AI and machine learning expertise
  • LEGACY: Aging technology systems limiting data accessibility
  • CULTURE: Traditional retail mindset hindering digital innovation
  • INTEGRATION: Siloed data systems preventing unified customer view
  • INVESTMENT: Competing priorities limiting AI funding allocation

Opportunities

  • PERSONALIZATION: AI-powered customer journey optimization
  • OPERATIONS: Workflow automation and predictive inventory management
  • HEALTH: Preventative care recommendations based on patient data
  • ADHERENCE: AI tools to improve medication adherence rates
  • EXPERIENCES: Virtual care assistants and symptom checkers

Threats

  • COMPETITORS: Big tech companies leveraging superior AI capabilities
  • TALENT: Difficulty attracting top AI and data science professionals
  • PRIVACY: Increasing regulations around health data usage
  • EXPECTATIONS: Rapidly rising consumer demand for AI-driven experiences
  • DISRUPTION: AI-native healthcare startups reshaping the industry

Key Priorities

  • PLATFORM: Build unified data foundation for AI applications
  • CAPABILITY: Develop AI expertise through strategic hiring/partnerships
  • PERSONALIZATION: Implement AI-powered customer experiences
  • AUTOMATION: Deploy AI solutions to improve operational efficiency