Case Study: Largest Australian Bank achieves real-time risk management and boosts campaign effectiveness with Lexer Listen

Largest Australian Bank - Customer Case Study

Largest Australian Bank faced a need to monitor complex, sensitive and high‑value issues across customer care, risk, corporate communications and marketing, and to measure campaign impact across social channels. To do this they deployed Lexer Listen to monitor mentions and sentiment across Twitter, Facebook, Instagram, blogs, forums and news sites, using social listening to surface risks, inform responses and amplify campaign activity.

Lexer implemented live dashboards, alerts and on‑the‑fly reports that let teams monitor issues in real time and quickly adjust communications. Using Lexer Listen the bank tracked a contentious resources project and delivered rapid public responses that shifted sentiment from negative to positive, and optimised a national TV/outdoor/online campaign by identifying influencers and detractors and refining messaging. As a result—after more than two years of use—major PR crises have been avoided or turned positive, campaign effectiveness has improved, and leaders are more informed by real‑time customer and industry reaction.