Amazon Web Services (AWS) has announced a new agreement with Nationwide Building Society to accelerate digital innovation and improve customer experiences for more than 17 million customers.
The agreement centers on helping Nationwide deliver more personalized experiences faster, while keeping safety and security front and center.
Nationwide’s announcement is a reminder that “digital transformation” is no longer a back-office program. It is a customer experience strategy, and the organisations making progress are those connecting technology choices to outcomes that customers actually feel.
In this case, Nationwide says it is using AWS across a range of business-critical workloads, including Amazon Connect, AWS’s cloud contact center service, Suresh Viswanathan, Group Chief Operating Officer at Nationwide, added.
“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.”
This matters for CX teams because Amazon Connect increasingly sits at the intersection of service operations, AI assistance, and omnichannel journey design.
“Call Checker” Is A Practical Example Of Trust As CX
One of the clearest details in the announcement is Nationwide’s Call Checker service, powered by Amazon Connect. Nationwide says Call Checker is designed to give customers confidence that they are speaking to a genuine Nationwide colleague. That is not a “nice-to-have” feature in 2026 banking.
Nationwide notes that impersonation scams accounted for 17 percent of all scams reported at Nationwide during 2024 and 2025, which frames the service as a CX intervention with measurable risk reduction goals.
For CX and contact center leaders, this points to a wider shift: authentication, verification, and scam prevention are increasingly part of the service journey. If a customer has to second-guess whether a call is real, every other investment in empathy, agent experience, and personalization gets undermined.
A Common Cloud Foundation, Built For Faster Change
Nationwide also says it has established a common technology foundation with AWS that can adapt to future requirements across the group.