SCENARIO
The pandemic has accelerated and heightened a revolutionary time of change on a global scale. While some influences were introduced because of the pandemic, many were precursors that intensified.

These facets, and many more, impact customers as they face unrelenting change and its influence on their lives. Their reaction has led to emerging behaviors and heightened needs as they navigate compounding change. Starting in 2024, this page will surface trends reshaping the customer landscape.

 

What would you like to learn about? Mosaic makes it easier for you to learn about customer trends and how it applies to your work— whether it be a quick win project or a longer-term strategy. Send us an email and list the trend topics that interest you most. We’ll use your feedback to inform our 2024 plans. Email: customerexperience@nationwide.com 

 

Here’s what’s on our radar, but we’d love to hear from you!

  • Weather-related events and risk mitigation
  • Inflation and the perception of a recession
  • Labor shortages
  • Trust and protection
  • Wealth migration and living in retirement
  • Human-like smart technology
  • Customer-centric operating models
  • Digitally-empowered personalized experiences
  • Change saturation and chronic stress
  • Social and political unrest
  • Fraud prevention and heightened security
  • Managing CX (Customer Experience) and EX (Employee Experience) changes
  • Innovation and customer-led solutions
  • Subtractive innovation
Takeaways
1
The customer landscape is changing
2
Continue monitoring the changes
Customer
Members, Professionals
Organization
Enterprise, Nationwide Financial, Property & Casualty, Enterprise Business Enablers
Principles
Effortless, Personal, Reassuring
Goal
Staying ahead of what's next