Nationwide Banks on NCR Tech to Transform its Physical and Digital Customer Experience

Nationwide Banks CXConnecting customer-centric technology with a seamless digital customer experience is an ideal way to win brand loyalty. Customers are looking for convenient and simplified ways to engage with brands wherever and however they wish. But even so, brands cannot simply opt for a 100% completely digital customer experience. Not yet, anyway. There is a delicate balance that must be achieved.

This approach lies at the heart of Nationwide Building Society’s retail banking strategy.

In an effort to transform both its branch and digital banking experience, Nationwide, a British mutual financial institution and the largest building society in the world, has chosen NCR to integrate a suite of advanced customer engagement technologies to enhance a myriad of online, mobile, and traditional customer engagement services.

"Achieving the right balance and integration between digital and physical banking channels is a challenge for most banks and building societies in the U.K.," said Rachel Nash, Director Financial Services at NCR U.K. "Nationwide has proved itself fearless when it comes to adopting and rolling out technology to provide value to its members and help drive its business. The deployment of our state-of-the-art multifunction ATMs is just the latest example of innovation at the Society.”NCR software platform

The integration of NCR’s software platform will provide advanced ATM and mobile banking features, which will add value through a host of self-service solutions. Additionally, NCR will also leverage systems that will help Nationwide employees better assist customers in a more traditional setting.

“We’ve listened to what customers want,” said Barnaby Davis, Divisional Director for Group Retail Strategy at Nationwide. “This has led us to focus on the next generation of online and mobile services to complement traditional person to person interactions, creating an ‘always available’ 24/7 banking environment. The Society will continue to invest in its systems and infrastructure with strategic suppliers, such as NCR, to ensure that our members can manage their money wherever and however they choose to do so.”

This month, Nationwide’s Croft branch near Swindon will see the first installation of NCR’s newest and most innovative ATM. The interior of that branch will also undergo the corresponding physical redesign.

Additional branches across London are slated for the same redesign and upgrades later this year.

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