The Commonwealth Bank is shifting customer measurement away from satisfaction to Net Promoter Score, looking to simplify offerings and processes, and better tap data analytics to improve customer engagement, as it squares up to issues of misconduct and flawed financial advice identified by regulators.

UTS robotics professor, Mary-Anne Williams, is urging big brands to consider using ‘social robots’ as part of their strategic marketing mix as companies look to intensify and deepen customer engagement and experience.

The Commonwealth Bank has built itself a reputation as Australia’s most innovative banking group, launching a host of pioneering digital offerings and technology advancements that have earned it the title of Australia’s first real-time financial institution. But when it comes to marketing, Vittoria Shortt is looking to reorient perceptions of innovation away from initiatives and to cultural shift.

Woolworths has again been named Australia’s most valuable brand despite a 10 per cent decline in value and a healthy performance by Telstra.

Marketers have historically put too much focus on acquisition and need to recognise existing customers are both a source of growth and influence through advocacy.

Digital channels are driving unprecedented levels of fan engagement for Australia’s leading sporting codes, but more needs to be done to bring digital into the physical experience on the ground.

Commonwealth Bank has reclaimed the top spot on this year’s Australian Brand Finance banking 500 league table from rival organisation, ANZ, after a two-year hiatus.

Social media can make financial institutions seem less dull and better engage customers, according to officials on a panel at the AB+F Retail Financial Services Forum.

Australia’s Commonwealth Bank, ANZ Bank, Westpac and Woolworths have been placed in a new list of the top 100 global brands for 2013.