Gartner Research

UX Methodologies for CX Improvement (Nationwide)

Published: 16 August 2018

ID: G00701085

Analyst(s): Customer Experience Research Team

Summary

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

Overview

Solution Highlights

Challenge

Business Context

Solution Overview

Early Involvement of UX

Up-Front Barrier Identification Workshop

Results

Recommendations

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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