Case Study: Nationwide Building Society achieves responsible AI adoption with IBM Consulting

Realise the potential of AI with expertise and innovation

Nationwide Building Society, the UK’s largest building society, wanted to safely adopt generative AI to improve customer service, operational efficiency, and risk management while meeting the demands of a regulated financial environment. IBM Consulting helped Nationwide build the strategy, governance, and operating model needed to move from AI experimentation to responsible production use.

IBM and Nationwide created an AI Centre of Expertise powered by Microsoft Azure OpenAI Service to develop, test, pilot, and deploy AI use cases such as contract management, quality assurance, and operational reporting. The result was a stronger AI governance framework, better internal capability, and AI tools that help colleagues handle customer queries faster so they can spend more time on complex issues, improving the overall customer experience and supporting broader operational gains.

Nationwide Building Society

Srinath Kanisapakkam

Chief Data & Analytics Officer