Nationwide Building Society gives member communications the personal touch
Nationwide isn’t like most other financial services organisations. Because we’re owned by our millions of members across the UK, we can invest everything back into the business. Our mission is to provide outstanding services that make life better for our members—and our product offering includes personal banking, credit cards, mortgages, and more. As the CIO for customer experience platforms, I’m responsible for everything relating to customer communications—from account statements to the latest information on our products and services. The aim is to deliver personalized, relevant and consistent experiences to each of our 16 million members. Communication is a crucial topic for our business, sitting at the intersection of data, tools and technology. It’s a fast-evolving space, which means it’s an exciting and engaging area to work in. It’s also a timely topic: the Consumer Duty regulation from the UK Financial Conduct Authority now mandates all players in the UK financial services industry to provide clear communications to their customers. Transforming customer communications In the past, we worked with an external provider to build and manage our print communications; however, we wanted to do things differently. We wanted to move much, much faster. Working together with OpenText, we’ve transformed our approach to customer communications. With OpenText Exstream deployed securely in the Microsoft Azure cloud, we can now create compelling, personalized content faster than ever. Of all the solutions we considered for our transformation project, Exstream stood out as the strongest performer. Despite being extremely easy to use and deploy, the solution offers enterprise-class flexibility and scalability. I didn’t have to take OpenText’s word for it; I’d already deployed Exstream in a previous role, so I knew first-hand that the solution was powerful enough to meet our needs. Migrating with zero disruption I was anticipating a smooth deployment but OpenText Professional
Nationwide Building Society gives member communications the personal touch