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Customer experience, Network Mar 27, 2021

BT to support transformation of Walgreens Boots Alliance’s customer experience in the UK and Ireland


Continued partnership will enhance experience for customers and colleagues and help accelerate cloud innovation on next-generation network

BT announced a new, multi-year agreement with Walgreens Boots Alliance (WBA) to continue to be the company’s network partner in the UK and Republic of Ireland. Under the agreement, BT will work to transform WBA’s networking and enhance the customer and colleague experience with the deployment of next-generation technology.

Steve Rempel, senior vice president and international chief information officer, WBA, said: “We chose BT because we share a focus on delivering standout customer experiences. Our digital plans demand full visibility, control and security of applications and data crossing our network so we can join up in-store and online experiences for customers and colleagues alike.”

Joris van Oers, managing director, resources, manufacturing and logistics & Europe, BT, said: “Connectivity is central in the new digital environment WBA is creating for its customers. Our managed network will provide secure and reliable access to applications and data in the cloud and support innovation by providing agility to deploy new services faster.”

BT’s network will provide faster, more responsive access to applications and data and simplify the roll out of new customer service innovations as part of WBA’s digital transformation.

The new, managed service will support the shift of business applications and data in the UK and Republic of Ireland to the cloud and will enhance the customer and colleague experience by improving the reliability and performance of connectivity in the company’s stores, warehouses, distribution centres and support offices.

Designed with joined-up, omnichannel retailing in mind, the network provides WBA with the agility to respond to new opportunities in a fast-changing market. The solution includes the transformation of voice services across Boots UK and Republic of Ireland stores, cyber security to protect customers, colleagues and devices, and extending mobile connectivity – with plans to include 5G – for service resilience and to rapidly expand capacity to support peaks in demand.