"The social listening landscape is vast. It can't be someone's fourth or fifth job."
CX-WISE Podcast
Turning Digital Noise into Powerful CX Insights: Seana Siekman on Social Listening
Summary
Social listening isn’t just about reacting, it’s about anticipating. In this episode of CX-WISE, Seana Siekman, VP of Analytics and Optimization at Athena Global Advisors shares how leading brands are using real-time insights to stay ahead of crises, competitors, and customer expectations.
In this episode find out:
- Why customer experience includes every touchpoint—both intentional and unintentional—from billboards to overheard conversations, and how these "invisible" interactions shape brand loyalty more than direct customer service
- The critical shift from reactive customer care to proactive social intelligence, where brands must break down silos between data collectors and insight generators to truly understand their customers
- Why most brands fail at social listening by treating it as someone's "fourth or fifth job" instead of making the proper investment in people, processes, and tools needed for real competitive advantage
- Her leadership approach for managing high-stakes, high-stress teams that deal with brand crises daily, including the power of collaboration, memes, and finding levity in dark moments
Tune in to discover why competitor intelligence is the easiest entry point for proactive social monitoring and hear Seana's framework for transforming Fortune 50 companies from reactive customer service to strategic social intelligence powerhouses.
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