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How Walgreens Boosted Revenue Using The Latest Digital Technologies

Mark Fidelman profile picture
Mark Fidelman


  • Find out how Walgreens obsesses over customer feedback, offers customers the power of choice and focuses on simplicity to ensure they create shareholder value.
  • This 116-year-old company still understands the power of innovation.
  • Walgreens' digital strategy and focus on customer experience is leading the way.

Technological advances are impacting marketing decisions and the consumer experience in ways that are yet to be fully understood. The pace at which these changes occur have created significant challenges for marketers and businesses alike. In short, it’s hard to keep up. To stay innovative, current, and ahead of the curve.

Data is a primary driver of marketing decisions, but translating this information into informed decisions about customer experiences is a different story.

A surprising innovator in the field is 116-year-old chain store Walgreens (NASDAQ:WBA). The $117 billion global destination is at the forefront of delivering digital experiences that engender excellence, efficiency, and trust online, much in the same way that the company incorporates geolocation, a digital wallet program, and an Internet of Things strategy to enhance their in-store experiences.

Leading the charge is Deepika Pandey, Group Vice President, Customer Experience, Direct and Digital Marketing at The Walgreen Company. One of the top tech influencers in retail according to Chain Store Age, she has developed an intimate understanding of technology advances while maintaining a laser focus on the customer experience.

I recently interviewed Deepika to understand how Walgreen’s multi-channel digital experience has contributed to $47 billion in annual revenue since she joined the brand in 2008.

Ms. Pandey has been able to demonstrate that when consumers engage through multiple channels, their worth increases significantly. For instance, customers who engage the brand in-store and online are 3.5x more valuable, but when consumers engage in-store and online through a mobile device, they are 6x more valuable.

This is quite significant considering that 70% of Walgreens’ customers engage with the company through mobile platforms and 50% of digital sales are derived from the same source.

Here are five ways that others can follow Walgreens’ lead and push to the forefront of innovation.

#1: Leverage

This article was written by

Mark Fidelman profile picture
Mark Fidelman is the founder of SmartBlocks.Agency, His experience includes more than two decades of technology sales, marketing and customer experience with organizations including NFT leader WAX.io   Mark has been named a 2017 Top 20 influencer of CMOs by Forbes Magazine, a Top 25 Social Media Keynote Speaker by Inc Magazine, and a Huffington Post Top 50 Most Social CEO.  Mark hosts the popular Cryptonized! YouTube channel at www.youtube.com/fanaticsmedia on the hottest crypto trends   Mark is a globally recognized thought leader on the subject of cryptocurrency and ecommerce.  He was a writer for Forbes and has interviewed hundreds of Global 3000 CXOs and speaks and writes regularly about how they are impacting today’s business. Follow Mark on twitter at http://twitter.com/#!/markfidelman

Analyst’s Disclosure: I/we have no positions in any stocks mentioned, and no plans to initiate any positions within the next 72 hours.

Business relationship disclosure: I have a business relationship with Oracle but not with Walgreens.

*Disclosure:  CX Factor is sponsored by Oracle, a client of Fanatics Media. Walgreens is not a client.

Seeking Alpha's Disclosure: Past performance is no guarantee of future results. No recommendation or advice is being given as to whether any investment is suitable for a particular investor. Any views or opinions expressed above may not reflect those of Seeking Alpha as a whole. Seeking Alpha is not a licensed securities dealer, broker or US investment adviser or investment bank. Our analysts are third party authors that include both professional investors and individual investors who may not be licensed or certified by any institute or regulatory body.

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