Help our customers thrive in times of unprecedented change.

Prepare for what's to come in order to be successful today. Get up to speed on the trends shaping society.

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Trends

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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Trends

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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Trends

Transforming CX with Gen AI

How might Nationwide develop and integrate conversational AI capabilities and AI-powered search into our customer experience to build sustainable and empowering innovations for our customers?

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Trends

The efficacy of emotion

90% of the choices a customer makes are based on emotion. Its influence is undeniable, but experiences are rarely designed with emotion in mind.

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Trends

Easily learn the latest about our customers

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.

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