Nationwide Building Society Uses Cost Transparency To Achieve Customer Obsession

Nationwide Building Society's excellent customer service has enabled it to challenge far bigger UK banks for consumers' business. But it isn't sitting still: Nationwide is thriving in the age of the customer by continuously enhancing its product and service offerings and making new investments in business technology (BT). However, the rules of running and evolving the business have changed, and the technology management (TM) organization must keep pace. The CIO's team must ensure that the business understands the crucial role that technology plays and that technology costs are visible to business stakeholders. Only then can the firm decide how to allocate funds to encourage a more performance-based culture. Infrastructure and operations (I&O) professionals can use Nationwide's experience of leveraging data and other information to collaborate with the business to find the right path for their own journey toward customer obsession.