Nationwide has a well-stated vision to be the first choice for financial services in the UK. A big part of that is investing in what we call the Digital Society, moving toward the channels of choice that our customers want. The service-based journey that I've taken my division on is a really key part of that. …Making sure that we're more focused on end-to-end services and what they mean for our internal customers, our colleagues and our members, is the real center point of our strategy.
Debra Bailey
Group Services Director for Nationwide Building Society

Nationwide Building Society is the United Kingdom’s fifth-largest financial services provider. An organization with a well-established reputation for customer service, Nationwide is using Technology Business Management (TBM) to turn that culture inward. Find out how cost transparency transformed the business, elevated IT to a role of a service provider, and encouraged a more performance-based culture.

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