Walgreens and imimobile recognized for improving the retail patient experience

Walgreens and imimobile, part of Webex, won the “Best Use of Technology” category at the US Customer Experience Awards 2022

Boca Raton

Walgreens has won the “Best Use of Technology” category in the US Customer Experience Awards 2022 alongside its partner imimobile, part of Webex. This was the inaugural event of its kind in the US and highlights companies that have demonstrated innovative solutions that truly put customer experience first. 

Walgreens was recognized for its pioneering use of Rich Communications Services (RCS) technology to improve customer engagement for its RX refill prescription program to improve refill rates, decrease abandoned prescriptions and improve customer health benefits and retention. RCS is an upgrade to SMS and allows businesses to deliver more engaging and interactive customer interactions through features such as videos, carousels, payment processing, rich cards and much more. This messaging channel also lets brands own a verified profile as a way to build customer trust and strengthen brand recognition.

“So humbled to receive the award on behalf of Walgreens and the imimobile team. Couldn’t be more proud of this partnership and the collaboration each team has showcased in bringing such a delightful customer experience to life," says Ekta Anand – Sr Product Manager, Digital Pharmacy Product & Communication at Walgreens Boots Alliance. “As an early adopter of innovative technology, Walgreens has defined convenience with more than 9,000 drugstores and we pride ourselves in delivering the best possible experiences on customer’s preferred channels and devices. Working with our technology partner, imimobile, we have been able to reimagine the customer experience through digital solutions that connect the digital and physical store pick up process.”

Jay Patel, VP & GM of Webex CPaaS said, “It’s fantastic that Walgreens and imimobile have won this award together to highlight how a communications platform that offers multiple digital channels such as RCS can have a real impact on the overall customer experience. In this case, Walgreens saw an increased number of customers responding to messages as part of their prescription refill program in comparison to SMS, resulting in improved customer health benefits and retention.”

For further information please contact:

Nicole Buckfield, Content & Communications Manager. nicoleb1@cisco.com
+44 (0)7852 566226

About Webex CPaaS Solutions

Webex CPaaS Solutions (previously known as imimobile) provides cloud communications software and services that manage business-critical customer interactions at scale. 

Our enterprise-grade, cloud communications platform (CPaaS), Webex Connect delivers end-to-end customer journeys by orchestrating, automating, and monitoring interactions and integrating with existing, disparate back-end systems. This provides a choice of tools and capabilities for IT teams, developers and line of business teams to build seamless customer experiences

We also provide a set of SaaS applications designed specifically for business users who are looking for pre-packaged applications for use within their organization; these include Webex Campaign, Webex Engage, Webex Notify and Webex Assist.

To put it simply, we help businesses to lower costs, reduce complexity and accelerate IT roadmaps. We believe that customer experience is the key competitive advantage for consumer businesses. So, we’re creating a world where enterprises can stay constantly connected to their customers. A world where every touchpoint, on every channel, is an opportunity to deliver rich, engaging, intuitive experiences.