Digital pioneer
Nationwide Building Society has taken a significant step in its digital transformation journey by partnering with Amazon Web Services (AWS) to leverage their cloud platform with artificial intelligence capabilities. This move is aimed at enhancing member experiences and supporting digital innovation within the organisation.
As part of the extended agreement with AWS, Nationwide will benefit from a range of services, including staff training, to ensure that their frontline colleagues are equipped to deliver exceptional customer experiences. One of the key services being utilized is Amazon Connect, a cloud-based contact centre solution that integrates AI-powered tools for improved branch and contact centre operations.
Suresh Viswanathan, Group Chief Operating Officer at Nationwide Building Society, emphasized the importance of leveraging cloud technology to deliver better customer experiences while prioritizing safety and security. With AWS, Nationwide aims to empower its staff to enhance member experiences and cater to the needs of over 17 million customers.
Beyond Amazon Connect, Nationwide has a broader relationship with AWS to adopt the latest cloud technologies that support customer services. This includes utilizing a wide range of AWS services to deliver modern, secure, and scalable capabilities efficiently.
By investing in staff training in cloud and AI through AWS, Nationwide is aligning itself with the digital transformation trends in the financial sector. Working with tech giants like AWS enables UK finance firms to bridge the gap with their US counterparts who have been leading the way in AI adoption.
Research from Evident highlights the importance for UK banks to emulate the success of US banks by adopting AI technologies at a faster pace. The top US banks have accelerated their AI adoption, leading to significant gains in productivity and customer experience enhancements.
According to recent studies, AI-driven productivity gains in the finance sector have been on the rise, with a growing number of firms attributing business growth and improved customer insights to AI technologies. This trend is driving finance companies to increase their spending on AI in the coming years.
As a digital pioneer in the industry, Nationwide’s commitment to digital transformation since 2008 has positioned them as a leader in innovative IT solutions. The £1 billion transformation initiative following the collapse of Lehman Brothers has set Nationwide apart as a digital leader in the finance sector.
