Case Study: Nationwide Building Society boosts market share with Pitney Bowes Portrait 360° customer-view solution

Pitney Bowes Portrait software helps building society improve market share

Nationwide Building Society, the U.K.’s largest mutual financial institution with about 15 million customers, needed a more comprehensive, multi‑channel view of customer interactions (including mobile and internet banking) to deliver highly personalized offers and grow market share. To address this, Nationwide partnered with Pitney Bowes and extended its existing Portrait Foundation CRM with a tailored "Knowing You" solution and Portrait Interaction Optimizer decisioning software.

Pitney Bowes implemented a "scoping wheel" that coalesces customer data into a real‑time, 360° view and uses Portrait Interaction Optimizer to score interactions and deliver targeted offers across branches, call centers and online channels. The solution streamlined referrals, increased relevant cross‑sell and up‑sell opportunities, and improved customer retention and satisfaction—helping Nationwide align offers to individual needs and better capture market share while treating each of its 15 million members as “one in 15 million.”

Nationwide Building Society

Alex Bannister

Head of retail strategy division