How a Nordic bank built an AI-powered personalized newsletter in Customer.io

Nordnet is the leading digital platform for savings and investments in the Nordics, with over 100 billion in savings capital and the largest share of trades on local exchanges. In this fireside chat, we sit down with Richard Meurlin, Head of Growth Marketing, and John Lindahl, Engineering Manager, to hear how their team built a lifecycle marketing engine that sends 90 million emails per year—with open rates consistently in the 60 and 70 percent range. Their team walks through two standout use cases: The first is an AI-powered personalized newsletter that matches stock market news summaries to each customer's actual holdings, delivered weekly with zero manual work. After sending over 200,000 of these emails in Norway, not a single customer has opted out of the topic—and a holdout group showed significant uplift in platform logins. The second use case shows how Nordnet uses Customer.io's custom objects to manage event signups, confirmations, reminders, and post-event follow-ups by modeling each event as an object and each attendee as a relationship. What makes Nordnet's story especially interesting is the regulatory context. As a bank subject to strict bank secrecy laws, they can't expose customer data to third parties, which shapes everything from their data architecture to which platform features they use. They run Customer.io with native BigQuery integration (setup took 15 minutes), a small team of 3 engineers and 2-3 marketers, and a funnel-based measurement approach that tracks awareness through conversion across long decision windows. Speakers: Mark Hughes and Chris Shaw, Customer.io | Richard Meurlin and John Lindahl, Nordnet Chapters 0:00 What is today's webinar about? 0:26 What is Nordnet and what do they do? 2:06 Who are the speakers from Nordnet? 3:30 What was Nordnet's marketing setup before Customer.io? 4:34 Why did Nordnet choose Customer.io over other platforms? 5:30 How does the Google and BigQuery integration work? 6:20 How did the implementation go? 7:15 How does Nordnet trigger real-time onboarding emails? 7:50 What results is Nordnet seeing on the platform? 8:45 How does Nordnet personalize onboarding by signup behavior? 9:36 How does a small team manage Customer.io at scale? 10:30 How often does Nordnet work with Customer.io support? 12:00 How does bank secrecy affect the support relationship? 13:00 How does the AI-powered personalized newsletter work? 15:00 How is the newsletter content generated and matched to each customer? 16:48 How does Nordnet personalize stock news without violating bank secrecy? 18:00 What results has the personalized newsletter driven? 18:49 How does the holdout group prove the newsletter's impact? 20:00 How does Nordnet use custom objects for event management? 21:06 How are event signups modeled as object relationships? 22:30 What automated campaigns support the event lifecycle? 23:15 What is Nordnet planning to do next with Customer.io? 24:00 How is Nordnet navigating regulatory constraints with the SDK? 25:00 How is Nordnet using the MCP server? 25:36 How do you measure success when financial decisions take months? 27:30 What funnel-based KPIs does Nordnet use for lifecycle campaigns? 28:00 What is your favorite part of Customer.io? 29:00 Wrap-up and closing remarks Resources Nordnet: https://www.nordnet.se Customer.io features: https://customer.io/features/ Custom objects: https://customer.io/features/custom-objects BigQuery integration: https://customer.io/features/data-warehouse MCP Server: https://docs.customer.io/ai/mcp-server/ Customer.io for fintech: https://customer.io/solutions/fintech Book a demo: https://customer.io/demo/