January 28, 2026
Nationwide Deepens AWS Partnership to Personalise CX and Tackle Impersonation Scams
Nationwide Building Society has expanded its relationship with Amazon Web Services (AWS) as part of a broader move to modernise how it serves more than 17 million members, without compromising on trust, security, or service quality.
The new agreement strengthens Nationwide’s use of AWS across business-critical workloads and places customer experience firmly at the centre of its cloud strategy.
Nationwide is modernising its tech stack to deliver faster, more personal service, give frontline colleagues better support, and reduce exposure to fraud at a time when customer expectations are rising, and scams are becoming harder to spot.
Built on Amazon Connect, Nationwide’s recently launched Call Checker service allows customers to verify that they are speaking with a genuine Nationwide colleague, directly addressing a growing risk in day-to-day banking interactions. Impersonation scams made up 17% of all scams reported at Nationwide during 2024 and 2025, turning what used to be a trust issue into one of the most persistent threats facing members.
Rather than asking customers to rely on instinct or reassurance alone, Call Checker introduces a simple verification step that restores confidence during live conversations.
Building CX Consistency at Scale
Amazon Connect already underpins Nationwide’s contact centre and branch operations, providing AI-powered tools that support both digital and human interactions. The expanded agreement builds on this foundation, enabling Nationwide to roll out new capabilities more quickly, scale services when demand spikes, and adapt its technology stack as customer needs evolve.
Behind the scenes, Nationwide has also been working to establish a common technology foundation across the group. This standardisation is designed to reduce complexity, improve resilience, and make it easier to introduce new services without fragmenting the customer experience across channels. Whether members choose to engage digitally or through the UK’s largest single-brand branch network, the goal is consistency and reliability.
Suresh Viswanathan, Group Chief Operating Officer at Nationwide, said: “As we continue our digital transformation, we need cloud technology that can support our ambition to deliver better customer experiences, while keeping safety and security at the forefront. With AWS, we can better support our frontline colleagues to help improve member experience and deliver better outcomes for over 17 million customers.”
As part of the agreement, Nationwide is investing in employee training, giving teams access to AWS training across cloud and AI capabilities. The intent is to ensure staff can make effective use of the tools available to them, rather than treating innovation as something outsourced to platforms.
