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Customer Insights
Real customers, real stories. Get familiar with the Core Four experiences and why they matter.
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Across Nationwide, associates are taking action to solve customer needs. These are your stories about progress made.
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Featured Spotlights
Celebrating stories from... Retirement Solutions and Personal Lines
Fresh perspectives and happenings
2026 Customer Trends: How Expectations Are Shifting and What It Means
The world around us is changing—and so are expectations.
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Communicating in ways the customer understands
Education is a key opportunity throughout many of our customers' experiences
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Extraordinary things are happening at Nationwide
Year after year, Nationwiders work together to delivery extraordinary care. It can be quite inspiring to hear what's happening and how it improves our customers experiences with Nationwide.
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Customer Experience Tools
Download Nationwide’s Experience Principles (PDF) to use as an everyday guide for delivering extraordinary care.
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Beneficiaries need a high degree of TLC
When beneficiaries need to file claims, they suddenly become Nationwide members by proxy. The circumstances surrounding these claims vary greatly, but there are some common themes: beneficiaries are often uninformed. They’re unsure of what steps need to be taken and might not even realize they’re beneficiaries.
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Academy
Effortless, personal, reassuring – learn about Nationwide’s iconic Experience Principles and much more in the Academy.
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Customer Insights
"Another reason I prefer online is because I am a little bit hard of hearing, and sometimes, I'll miss something. Like talking on the phone, I hate to keep interrupting and saying ‘What?’ and, ‘Oh, can you say that again?"
Balancing the artificial and the authentic
Taking a customer-centric approach is paramount when we think about how we might incorporate generative AI into our experiences. To do that, we must understand the customer perspective.
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Premium increases: avoiding sticker shock
One of the most common reasons members call in to Nationwide?
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Level up your customer understanding and know-how with courses, tools, and resources.
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What Our Customers Value Most
Understand customers' needs and expectations as they Explore, Decide, Manage, and Use Nationwide products
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Your CX journey doesn't stop here
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Customer Insights
Real customers, real stories. Get familiar with the Core Four experiences and why they matter.
Go to Customer InsightsTrends
Be ready for future customer needs and behaviors by becoming versed in what is reshaping society.
Learn About TrendsRecognitions
Associates taking action to solve customer needs. See stories about progress made.
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