Christian Nelissen
Chief Data and Analytics Officer at National Australia Bank
Expert insights
- We take everything we know about our customer and feed it into the brain. Then the brain is connected to all of our channels… inbound or outbound, human or digital. We can have ...
- You really have to help the whole bank understand what the capability is. We deal with the complexity… so we try not to bring the complexity into the organization
- talk to a customer about what’s most important to the customer—not what’s most important to the bank
- We always start with triggers. Once you really start getting people thinking, 'if I see that, I should do that,' there’s a lot more triggers than you ever imagine
- We have a rule… don’t be creepy. The ability to use our customers’ data to help them is based entirely on the trust that they have in us. That’s more valuable than any given sale
- Before you do something new, there’s a set of decision criteria… and the thing has to pass the ethics assessment
- The cost of experimentation, the cost of failure… has changed significantly