Nationwide Building Society and Umpqua Holdings to Collaborate

A new collaboration project is announced today between Nationwide Building Society and Pivotus Ventures, a subsidiary of Umpqua Holdings Corporation. The Pivotus collaboration project provides the opportunity for Nationwide and Umpqua to lead the way in innovation, bringing together some of the best thinking in the world to develop new digital banking propositions that transform customer experience. The collaboration will leverage combined resources, knowledge and customer insight within the Pivotus innovation studio in Silicon Valley.

The arrangement with UK based Nationwide, the world’s largest building society and US-based Umpqua Holdings, recognised for its award-winning customer experience, adds an international scope and resources to the Pivotus innovation studio.

The collaboration is underpinned by Nationwide’s and Umpqua’s shared sense of social purpose as both organisations look to deliver innovative new ways to offer world class customer service, market leading digital initiatives and customer centric products. Nationwide, as a mutual, is owned by and run for the benefit of its 15 million customers and members. Umpqua, a leading US retail community bank, has embedded corporate responsibility and customer experience within its culture to ensure that those values are reflected at every stage of the organisation’s business decisions.

We’re living through a period of unprecedented technological change that’s transforming how people live, work, shop and bank,” said Tony Prestedge, COO of Nationwide Building Society. “As a member owned organisation, Nationwide is excited to work with Pivotus to create new digital experiences that will engage and inspire customers well into the future. Our focus on innovation is driven by evolving customer needs and the emphasis on providing customer choice, so customers can manage their money where, when and how they want. Digital developments provide the opportunity for Nationwide to offer even greater access and convenience to customers as we focus on the next generation of online and mobile services to complement traditional face to face interactions and continue to offer market leading levels of customer service.”

This collaboration project is the latest in a history of world class, customer centric innovations from the Society. Nationwide NOW which offers the personal touch through a high-speed video link is now available in around 400 branches across the country.   In 2014, Nationwide became the first high street provider in the UK to offer 24/7 customer service on social media with its @asknationwide Twitter Team, became the first financial services provider in the UK to offer a wearable banking app which was rolled out to Apple Watch during the Summer of 2015 and in 1997 was the first to offer an Internet bank in the UK. This builds on sustained investment in the core banking system with the first deployment of a real time SAP banking platform in Europe outside Germany.

Like Umpqua, Nationwide Building Society is focused on creating a differentiated customer experience – and recognises the increasingly important role technology plays in bringing that to life,” said Ray Davis, president and CEO of Umpqua Holdings Corporation. “Through strategic collaborations like this, Pivotus is able to tap the agility and customer experience of companies like Umpqua Bank and Nationwide to create a banking experience for the future that builds value for customers and communities. We’re very pleased to begin working with Nationwide and look forward to the potential for additional collaborators in the future.”

Umpqua Bank is known internationally for reinventing retail banking in the United States and for its innovative customer experience. Alongside a full suite of mobile and digital customer tools, Umpqua has worked to reinvent the customer banking experience with innovations including:

o   App Walls: These large-format interactive touchscreens in Umpqua locations feature bank products and services as well as a collection of in-house and curated mobile apps.

o   The President’s Phone: To provide customers with a direct connection to leadership all Umpqua stores include a phone that connects directly to the CEO’s desk.

o   Local Spotlight: Umpqua makes its commitment to small businesses real by showcasing and selling products from local companies, and returning all proceeds directly to those businesses.

Author: Dylan Jones

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