Sara Chi, Global Lead, Social Insights COE at the Royal Bank of Canada discusses her background in analytics and how she transitioned into social media measurement and analytics. She emphasizes the importance of engagement as a key metric and the need to understand the context of sentiment analysis. Sara also highlights the value of social listening in reputation management and crisis response. She advises organizations to start listening and reacting quickly to both negative and positive conversations. Sara shares examples of brands that have successfully leveraged social media for earned media opportunities and emphasizes the importance of empathy in social media listening.