PegaWorld 2025: Customer Obsessed: Successes and Insights from National Australia Bank's Customer Brain Journey (Presentation)

NAB is now in its third year of a bold and ambitious implementation of their Customer Brain, built on Pega Customer Decision Hub™. In this session, they will share how they have navigated an enterprise-scale implementation for 8m customers balancing the Service, Sales and Engagement needs across 16 channels, 300 actions, and 2000 adaptive models. How do you manage hundreds of new use cases whilst transforming legacy? How do you bring customer insights to the forefront of your transformation? How much data is too much? Come and find out from the NAB team.