In a recent LinkedIn post, Adrian Swinscoe discusses a Punk CX podcast episode about National Australia Bank’s approach to customer experience, including its use of agentic AI and decisioning. This article reports on Swinscoe’s post and the topics he says the episode explores; it does not represent the podcast guest’s remarks beyond his summary.
“the discussion this week focuses on how National Australia Bank (NAB) has transformed their customer experience with the Customer Brain”
A framework for personalization
Swinscoe describes the “Customer Brain” as a motoring analogy for how NAB combines agentic AI with decisioning. According to his post, the episode examines how that approach could support one-to-one personalization across a customer base of more than 10 million. The post does not detail the system’s design or provide performance figures, but it identifies personalization at scale as a central theme of the conversation.
“what they are able to achieve in terms of 1-to-1 hyper-personalisation at scale, with over 10 million customers”
That scale raises questions about how a bank can tailor interactions while maintaining consistent treatment. Swinscoe says the discussion addresses how NAB manages conflict consistently, alongside the customer and business outcomes associated with its approach. His post frames these as subjects covered in the episode rather than offering specific examples or quantified results.
What the episode is set to cover
Customer and business outcomes
The guest is Jessica Cuthbertson, identified by Swinscoe as an Executive in Data & Analytics at NAB. He says she leads work spanning data, analytics, decision science and AI to improve customer experiences, business performance and decision-making. That role gives the conversation a perspective from within the bank’s data and analytics function.
“what’s next for NAB when it comes to CX, agentic AI and decisioning?”
Swinscoe’s post also points readers to a clip in which Cuthbertson discusses “what real personalisation looks like.” The teaser offers a practical entry point to the episode’s broader subject: how the bank defines personalization and connects it to its technology and decision-making practices.
A look ahead for banking CX
Rather than presenting a detailed account of NAB’s results, Swinscoe’s post serves as an introduction to the podcast conversation and its themes. It signals that the episode will consider both the current use of AI and decisioning and what may come next for customer experience at the bank. The post directs listeners to the episode on podcast platforms and to a linked page with highlights.
📝 About This Content
This article is based on insights shared by Adrian Swinscoe on LinkedIn.
📅 Originally posted on November 5, 2026 | View original post on LinkedIn →