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About Mosaic
1Explore courses on your schedule.
The CX Academy is available for you on demand, anytime you're ready to learn. Our series of video modules will teach you fundamental customer experience skills and concepts.
Academy
Welcome to the CX Academy!
Level up your customer understanding and know-how.
CX Foundations Benefits
Build a solid foundation in CX
Understand your role in the CX
Earn Future of Work credit
Gain credibility and confidence
How to Get Started
2Complete all courses and quizzes.
Watch each video module, and take the quiz to check your knowledge. We recommend starting with the level 1 courses and progressing through levels 2 and 3 in order.
3Receive your FOW credit
You did it! Once you've viewed every video and passed each quiz, you'll earn Future of Work (FOW) credit.
What People are Saying
“With a great mix of introductory and advanced content, these courses offer practical, real-world customer experience insights for everyone!”
Kate Schoenman
Consultant, NF Shared Business Solutions
“These courses equip our associates with the knowledge, tools, and perspective to put the customer at the center of everything we do.”
Sri Sankar
Vice President, Customer Office
“Completing these courses has not only validated my skills but also given me the confidence to tackle new challenges in my role.”
Melissa Loots
Senior Analyst, Personal Lines Business Enablement
Frequently Asked Questions
What is CX Foundations?
CX Foundations is an on-demand series of video-based courses that teach the fundamentals of customer experience (CX). It was designed to ensure that associates doing CX work can learn and grow their skills.
Who are these courses for?
All associates are welcome to take CX Foundations. The content has been broken up into three levels. The content in levels 2 and 3 is most relevant to associates who work on customer-related topics or projects. If you're interested, work with your leader to determine which courses are right for your role and responsibilities.
Are these courses eligible for Future of Work (FOW) credit?
Yes, learners will receive FOW credit under the "Innovate" category. The credit will be automatically tracked in Workday and will be based on the total duration of time spent on the course videos.
Does the CX Foundations courses need to be completed in a certain time frame?
No - associates can take their time in completing the courses. However, in order to receive FOW credit for the year, you must complete the courses by 12/31.
Can I take the courses with a group or team?
Yes! If you'd like to take the courses as a team, we encourage each participant to watch the videos individually, then participate in group discussions. This ensures that each participant receives FOW credit for completing the courses.
Get started
CX Foundations - Level 1
At Nationwide, we believe that every associate plays a crucial role in shaping our customers’ experiences. In the Foundational level, you'll understand the importance of CX and how it aligns with Nationwide’s mission, vision, and values.
Sessions: 3 
Total Duration: 25 min 
Source: Workday What you will learn:
1
How Nationwide puts customers at the center
2
Key principles for customer experiences
Customers At The Center
This course is an introduction to how Nationwide puts the customer at the center of everything that we do. You'll learn the basics of customer experience (CX), how your role plays a part, and how to use the Mosaic customer hub.
Sessions: 1 Duration: 10 minutes Source: Workday
Our Experience Principles
Making customer experience a sustained competitive advantage is our goal. Let's explore some of the key principles that we can use to assure our customers that Nationwide is on their side.
Sessions: 1 Duration: 10 minutes Source: Workday
Build your skills
CX Foundations - Level 2
In Level 2, you will learn about our customers, how we listen to them, and how we design experiences to meet those needs.
Sessions: 4 Total Duration: 40 minutes Source: Workday What you will learn:
1
Why experiences are important
2
Who are our customers
3
How we listen, analyze, and act
4
Fundamentals of CX design
The Value of Outstanding CX
This course will teach you why it's important both to customers and Nationwide to get customer experience right.
Sessions: 1 Duration: 10 minutes Source: Workday
Who Are Our Customers
This course will teach you methods and tools for understanding the age-old question: Who are our customers?
Sessions: 1 Duration: 10 minutes Source: Workday
Listening to Our Customers
This course will teach you about the voice of the customer at Nationwide: what it is, and how we listen, analyze, and act to create better outcomes for our customers and for the business.
Sessions: 1 Duration: 10 minutes Source: Workday
Designing For Our Customers
The course will teach you the fundamentals of customer experience design.
Sessions: 1 Duration: 10 minutes Source: Workday
Advance your skills
CX Foundations - Level 3
In Level 3, you will learn about how we measure the experience and our customer data. You will also learn how to excel as a CX practitioner.
Sessions: 3 Total Duration: 30 minutes Source: Workday What you will learn:
1
How to measure customer journeys
2
How to leverage customer data
3
Essential skills of a CX practitioner
Measuring The Experience
This course will teach you the basics of Customer Experience measurement including different types of metrics and how to apply these practices to customer journeys.
Source: Workday
Understanding CX Data and Insights
This course will teach you about customer data including the types of data we gather, sources of customer data, and how to leverage data into actionable customer insights.
Source: Workday
Essential Skills for CX Practitioners
This course will teach you five essential skills of being a Customer Experience practitioner.
Source: Workday
Enterprise Customer Insights
Customer Experience Principles Overview
Find out what effortless, personal, and reassuring experiences look and feel like from a customer's perspective.
Experience Principles Overview (PDF)
Customer Experience FAQs
Explore frequently asked questions to enhance your knowledge, and learn how to apply Customer Experience Principles effectively in your daily interactions with customers.
Experience Principles FAQs (PDF)
Core Four Experiences Overview
Learn about the most impactful experiences for our customers, and what makes - or breaks - those moments.
Core Four Overview (PDF)
Brand Reputation and Trust Study (2024)
Annual benchmark of Nationwide’s reputation and trust in the marketplace.
Watch VideoCustomer Insights by Business Unit
Voice of Customer Reports
The Customer Office conducts internal studies to understand how satisfied our members and intermediaries are with the experiences they have with Nationwide as well as how we are doing compared to our competitors.
Go to SharePoint SiteState of Customer Reports
Every few months, the Customer Office provides an integrated view of how our customers view Nationwide. The report includes key customer metrics and business results, as well as customer comments.
Go to SharePoint SiteEmerging Trends
Macro Trends (2023)
Broad shifts are shaping customer mindsets and behaviors: persistent instability, simplification and ease, empowered workforces, and shared value creation.
Macro Trends (PDF)Emerging Consumer Trends (2022)
Looking ahead to four key changes influencing customers, and how companies are responding: balancing digital, evolving individually, amplifying care, earning trust.
Emerging Consumer Trends (PDF)Memorable Moments (2023)
The pandemic has accelerated global change, intensifying existing trends and introducing new ones: embedding emotion, increasing value, personalizing moments.
Memorable Moments (PDF)Digital and Innovation Customer Insights
Insights Development Resource
A guide to producing valuable customer experience insights.
Go to SharePoint Site
Digital Intelligence Hub
A continuous feed of curated reports specific to digital and innovation, competitor intelligence, and industry benchmarking and trends.
Go to the Teams Channel
Insights Hub
Access the Enterprise Innovation and Digital organization’s compilation of research studies and project readouts all in one place.
Go to SharePoint Site
Experience U
Weekly forum to learn, share, and apply innovative and human-centered practices.
Go to SharePoint SiteJourney Mapping
Journey Indexes
See a strategic, bird's eye view of the journeys that matter most to customers by business unit.
Go to SharePoint SiteJourney Mapping Foundational Guide
Your guide to preparing to map, creating a map, and using a map.
Journey Mapping Foundational Guide (PDF)Journey Mapping SharePoint Site
Access resources or get help with cxomni, journey mapping, and journey measurement.
Go to SharePoint SiteJourney Measurement
Journey Measurement Toolkit
A training and resource guide for customer experience professionals at Nationwide to grow the skills, adoption, and effectiveness of customer journey measurement.
Journey Measurement Toolkit (PDF)Journey Measurement SharePoint Site
Access resources or get help with journey measurement.
Go to SharePoint SiteResources for Leaders
Customer Experience Principles
Help your associates understand and apply effortless, personal, and reassuring principles to their everyday work. Start by encouraging them to take Nationwide's Experience Principles courses.
Go to Academy CoursesCurated Experiences
Designed to bring people together, spark creativity, and enhance team dynamics, our guest speakers can help your team learn more about Nationwide and gain new skills.
Go to SharePoint SiteJourney Centricity Playbook
The importance of journey-centricity and how we get there: a playbook for using journeys to drive results.
Journey Centricity Playbook (PDF)1:1 Consultations
Speak with a Customer Experience Expert
The Customer Office can help you advance your team’s CX competencies
Whether building a customer-centric culture or taking it next-level, the Customer Office exists to support you. We offer Voice of Customer data and insights, tailored CX curriculums or presentations, journey mapping and measurement, and more.
Source: SharePoint
Contact Us
Want to learn more?
There's a lot to dig into. We'd recommend connecting with us if you have specific questions or you're curious what info pertains to your effort. We'd be happy to relate what matters to you most!