Nationwide Building Society Customer Experience Challenge Increase Profitable Wallet-share in Mortgage Lending

Customer Experience
Nationwide Building Society
Increase Profitable Wallet-share in Mortgage Lending
Improve customer satisfaction
Close more mortgage sales in branches
Reduce business losses to competitors
Digital Transformation
Customer-facing “Virtual Advisors” enabled by Cisco
Branch access to central pool of mortgage advisors
Better manage ad-hoc and scheduled meetings
Business Outcomes
Two-thirds improvement in new mortgage business
Double digit improvement in customer net satisfaction
Two-thirds reduction in cost of sale
“We've now helped 30,000 customers up and down the
country with 5,000 interviews a month, while creating 230
new roles in 300 operations centers up and down the UK.”
Mark Goldman
Divisional Director
Nationwide Building Society
Random flashcards
State Flags

50 Cards Education

Countries of Europe

44 Cards Education

Art History

20 Cards StudyJedi

Sign language alphabet

26 Cards StudyJedi

Create flashcards