Nationwide announced a $1.5 billion investment through 2028 to accelerate technology innovation, with $100 million allocated annually to advancing artificial intelligence over the next three years. And Nationwide stated that the strategy is designed to deliver more personalized and dependable service to customers, while enabling innovative solutions and more efficient support for business partners.
The company stated that this investment will enable more profound and more customized experiences for customers while maintaining robust data protection practices. Nationwide said it intends to expand its capabilities across key priority areas. One focus is on collaboration between employees and AI, to have 90% of employees actively using everyday AI platforms by next year. These tools are integrated into workflows to help employees focus on tasks that deliver greater value.
A second area of focus involves expanding AI tools that support customer problem-solving, including enhanced customer service tools powered by trusted data. Nationwide said it has already scaled multiple AI initiatives and identified additional use cases such as telematics-based driver risk scoring and AI-powered claims summarization.
The third area focuses on refining the company’s operating model to enhance productivity, decision-making speed, and provide around-the-clock customer service. As part of this effort, Nationwide plans to provide training, support, and reskilling programs to prepare employees for working effectively in an AI-driven environment.
Nationwide noted that since 2015, the company has invested $5 billion in technology modernization. It also highlighted two internal teams dedicated to assessing AI from both innovation and risk perspectives. The Blue Team focuses on developing and testing AI-driven use cases to support customer service and business efficiency, while the Red Team evaluates compliance considerations and potential risks.
KEY QUOTES:
“The world is in the next industrial revolution. It’s happening now, and it’s powered by artificial intelligence that is transforming how all of us work. Our modern mutual structure, which combines the long-term vision of a mutual and the agility of a public company, allows Nationwide to capitalize on this revolution. We’re using new tools to drive deep partnerships, manage risk more proactively, innovate with agility and engage our communities – focusing on the benefits for our customers.”
Kirt Walker, CEO, Nationwide
“We have been advancing artificial intelligence capabilities for more than 15 years, and we believe that AI should be people-connected and machine-enabled. This investment will help Nationwide deliver on its promise to harness AI thoughtfully and boldly, empowering employees to use AI productively and responsibly.”
Jim Fowler, Chief Technology Officer, Nationwide
