CVS 2012 Annual Report Download - page 20

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We’re enhancing the
customer experience
in multiple ways.
Enhancing our digital strategy
is a key enterprise growth initiative.
The model for engaging with consumers and delivering health care services is fundamentally changing due to
unparalleled innovation in digital technology. CVS Caremark sits at the crossroads of health care, retail consum-
erism, and technology, which presents us with the unique chance to more meaningfully engage consumers on
their path to better health. Mobile, social media, and other digital platforms – coupled with advanced analytics
– create a significant opportunity to reshape how we connect with customers to influence their behavior and
improve health outcomes, patient engagement, and adherence. The complexities of prescription management
can be challenging, especially for someone who has to handle the health care needs of an entire family. Through
our enterprise digital strategy, we are expanding on our core strengths in pharmacy care to create a seamless,
more personalized experience for customers. In addition to connecting with customers in store, by mail, or on
the phone, we are connecting through smartphones, tablets, and the web.
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CVS CAREMARK 2012 ANNUAL REPORT
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