Gartner Research

UX Methodologies for CX Improvement (Nationwide)

Published: 16 August 2018

ID: G00701085

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.

Table Of Contents


Solution Highlights


Business Context

Solution Overview

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

About This Research

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