The client, a European bank, was facing a challenging situation in the context of an internal data leak. The client had caught the leak and wanted to prepare its crisis group for when the information was going into the public domain where it could significantly affect customer perception and degrade the bank’s reputation. Therefore, the Digital Intelligence Services team started to monitor media mentions prior to the release of the first news story and then tracked how and where the news spread, key influencers and ultimately assessed the potential reputational damage.
Within 24 hours of the incident, the monitoring service was activated to catch any mention of the client’s brand on news sites, blogs, forums, or within social media postings. Several indicators were extracted from the platform to monitor the leak:
Then, a real-time dashboard was constructed along with volume alerts to notify the client when the incident was reported on and enable client to review the posts immediately, evaluate potential risks, and quickly respond or react, if necessary.
Director, PwC Luxembourg
Tel: +352 49 48 48 6102