Nationwide commits $1.5 billion to tech and AI transformation
Nationwide is making one of its largest technology bets to date — a $1.5 billion investment through 2028 aimed at embedding artificial intelligence across its operations, customer experience, and workforce. The Columbus-based Fortune 100 company will dedicate $100 million annually over the next three years specifically to AI initiatives designed to boost productivity, modernize service, and improve risk management.
The effort reflects a strategic shift toward what Nationwide calls “human-machine collaboration,” positioning AI as a tool to enhance—not replace—its workforce. By next year, the company wants 90% of employees using everyday AI tools in their work, while customers will see more personalized products and faster, data-driven support.
Why it matters
From insurance underwriting to claims management, AI is rapidly redefining how financial services firms compete. Nationwide’s investment underscores how Ohio’s largest companies are leaning into digital transformation as a source of long-term advantage and customer trust.
“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,” said Nationwide CEO Kirt Walker.
The details
Nationwide said its new funding will focus on three pillars:
Human + machine collaboration: Employees are being trained to use AI in daily work, with a goal of 90% adoption by next year.
AI-driven customer tools: Six AI initiatives have already scaled, with 18 flagship use cases identified—from telematics-based driver risk scoring to AI-powered claims summarization.
Modern operating model: The company plans to evolve its structure for faster decision-making, greater productivity, and “always-on” customer service—supported by reskilling and AI-readiness programs.
Behind the scenes
Since 2015, Nationwide has spent $5 billion modernizing its technology stack. Two internal groups—the Blue Team and Red Team—guide AI development. The Blue Team focuses on efficiency and customer-service innovation, while the Red Team evaluates compliance, security, and risk.
“We have been advancing artificial intelligence capabilities for more than 15 years, and we believe that AI should be people-connected and machine-enabled,” said Nationwide Chief Technology Officer Jim Fowler. “This investment will help Nationwide deliver on its promise to harness AI thoughtfully and boldly, empowering employees to use AI productively and responsibly.”
The big picture
Nationwide’s investment marks a new chapter in Ohio’s growing AI economy, where insurers, manufacturers, and health systems are all racing to integrate intelligent systems into their operations. For Nationwide, the plan blends technology modernization with workforce empowerment—an approach the company believes will define the next era of customer trust and competitive strength.