Nationwide and AWS: Harnessing the Power of Cloud-Based AI

Nationwide, the world’s largest building society, has expanded its partnership with AWS in a new agreement aimed at accelerating digital innovation and enhancing experiences.

Building on its established use of Amazon Connect, AWS’ cloud-based contact centre platform, Nationwide is broadening its use of AI to support real-time decision-making and personalised interactions across branch and digital channels. It also aims to decrease the number of scams on its customers.

The service helps employees deliver faster, more informed customer support while maintaining the strict security and regulatory standards expected in financial services.

Suresh Viswanathan, Group Chief Operating Officer at Nationwide, says: “As we continue our digital transformation, we need cloud technology that can support our ambition to deliver better customer experiences, while keeping safety and security at the forefront.

"With AWS, we can better support our frontline colleagues to help improve member experience and deliver better outcomes for over 17 million customers.”

AI-powered safeguards and member trust

One area strengthened by AWS’ collaboration is Nationwide’s Call Checker service.

Launched in 2025 and powered by Amazon Connect, the tool enables customers to verify that they are speaking to a genuine Nationwide colleague, which is an important safeguard at a time when impersonation fraud remains a major concern. According to Nationwide, these scams accounted for 17% of all incidents reported across 2024 and 2025.

By integrating cloud-based AI tools, the building society is bolstering its defences against sophisticated fraud attempts while streamlining the customer journey.

With AWS underpinning its core infrastructure, Nationwide can roll out new customer-facing innovations faster and at greater scale.

Cloud scale and resilience at the core

The expanded agreement places cloud scalability, speed and resilience at the centre of Nationwide’s digital strategy. The partnership enables the mutual to deploy new capabilities quickly, adapt to growing demand and maintain consistent operational performance across its extensive branch network and digital platforms.

For AWS, this reinforces the growing role of cloud and AI in enabling traditional financial institutions to keep pace with digital-native challengers and fintech disruptors.

Alison Kay, who leads AWS’s business across the UK and Ireland, says: “By consolidating and modernising their workloads on AWS, Nationwide can accelerate innovation, enhance operational resilience and deliver the digital experiences their members expect – all while maintaining the security and compliance standards that are paramount in financial services.

“We are thrilled to support Nationwide in unlocking the transformative power of cloud technology, while equipping their teams with training and skills that will drive meaningful impact for both customers and colleagues.”

Upskilling and co-innovation for personalised banking

As part of the renewed agreement, AWS will work closely with Nationwide to upskill employees through access to AWS training resources with a focus on cloud computing and AI.

The partnership forms part of plans to future-proof Nationwide’s workforce, ensuring colleagues have the digital expertise needed to leverage cloud technologies effectively across departments.

Nationwide aims to set benchmarks for secure and intelligent digital banking. Its union with AWS reinforces that cloud modernisation is essential for the fintech sector, with financial institutions continuing to balance digital acceleration with trust and compliance.

It also illustrates how technology alliances can bridge legacy systems and future-ready digital ecosystems.