{"version":"1.0","type":"rich","provider_name":"Acast","provider_url":"https://acast.com","height":250,"width":700,"html":"","title":"#688: Building a Customer Brain and how it benefits customers and the business with Christian Nelissen, National Australia Bank","thumbnail_width":200,"thumbnail_height":200,"thumbnail_url":"https://open-images.acast.com/shows/6a0c9379b23d275dcea75cd0/10655d647059f763b977b8fa63356f0c.png?height=200","description":"

Agility at enterprise scale means building systems that not only make millions of micro-decisions, but also keep humans at the center — creating experiences that are timely, relevant, and respectful of the customer.
What if your data knew your customers better than your frontline employees — and used that insight to serve, not sell?

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Today we are here at PegaWorld 2025 at the MGM Grand in Las Vegas, and we’re going to talk about how National Australia Bank has built what they call a \"Customer Brain\" — a centralized, intelligent decisioning layer that unifies engagement across service, sales, and relationship-building at scale.
To help me explore this, I’d like to welcome Christian Nelissen, Chief Data and Analytics Officer at NAB.


RESOURCES
National Australia Bank: https://www.nab.com/au https://www.nab.com/au

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