Published: 16 August 2018
Analyst(s): Customer Experience Research Team
Nationwide’s CX leaders helped reduce call volumes and improve customer loyalty by following user experience principles to identify opportunities to shift customers into digital channels only when customers wanted to shift.
Early Involvement of UX
Up-Front Barrier Identification Workshop
Q&A With Jennifer Dean, Marketing and Customer Experience Strategy Leader, and Heidi Munc, AVP of User Experience
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