Amazon Web Services (AWS) has announced a new agreement with Nationwide Building Society to accelerate digital innovation and improve customer experiences for more than 17 million customers.
The agreement centers on helping Nationwide deliver more personalized experiences faster, while keeping safety and security front and center.
Nationwide’s announcement is a reminder that “digital transformation” is no longer a back-office program. It is a customer experience strategy, and the organisations making progress are those connecting technology choices to outcomes that customers actually feel.
In this case, Nationwide says it is using AWS across a range of business-critical workloads, including Amazon Connect, AWS’s cloud contact center service, Suresh Viswanathan, Group Chief Operating Officer at Nationwide, added.
“As we continue our digital transformation, we need cloud technology that can support our ambition to deliver better customer experiences, while keeping safety and security at the forefront.”
This matters for CX teams because Amazon Connect increasingly sits at the intersection of service operations, AI assistance, and omnichannel journey design.
“Call Checker” Is A Practical Example Of Trust As CX
One of the clearest details in the announcement is Nationwide’s Call Checker service, powered by Amazon Connect. Nationwide says Call Checker is designed to give customers confidence that they are speaking to a genuine Nationwide colleague. That is not a “nice-to-have” feature in 2026 banking.
Nationwide notes that impersonation scams accounted for 17 percent of all scams reported at Nationwide during 2024 and 2025, which frames the service as a CX intervention with measurable risk reduction goals.
For CX and contact center leaders, this points to a wider shift: authentication, verification, and scam prevention are increasingly part of the service journey.
If a customer has to second-guess whether a call is real, every other investment in empathy, agent experience, and personalization gets undermined.
A Common Cloud Foundation, Built For Faster Change
Nationwide also says it has established a common technology foundation with AWS that can adapt to future requirements across the group.
This is important because many CX roadmaps fail when point solutions scale faster than governance, data strategy, and operating models. Alison Kay, Managing Director at Nationwide pointed out:
“By consolidating and modernizing workloads on AWS, AWS UKI VP Nationwide can accelerate innovation, enhance operational resilience, and deliver the digital experiences members expect, while maintaining security and compliance standards required in financial services.”
Skills And Enablement: The Quiet Part Of Transformation
This example also highlights investment in colleague learning and development through AWS training, including cloud and AI capabilities.
This is worth calling out because the gap between “we bought the platform” and “we changed the experience” is often a people and process problem, not a technology problem.
For Nationwide, the stated ambition spans multiple service environments, including digital channels and what it describes as the UK’s largest single-brand branch network.
If that experience is going to feel consistent, frontline teams need the skills to adopt new tools, and leaders need the operating discipline to keep those tools aligned with member needs.
What CX Teams Should Watch Next
Financial services CX is moving toward a model where trust, verification, and resilience are as central to the journey as speed and convenience.
As more banks and building societies apply AI in the contact center and across digital channels, customers will reward the organisations that make these capabilities feel simple, transparent, and safe.
The next wave of differentiation will come from how well teams connect cloud foundations to human outcomes, including confidence, clarity, and control.
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