#688: Building a Customer Brain and how it benefits customers and the business with Christian Nelissen, National Australia Bank

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?

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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