Thanks. I can well believe my experience (ca. 2014) is a little outdated. I would imagine they is still quite difficult to sell social listening into as a sector, but it makes sense that eventually you have to take your head out of the sand.
Reminds me a little bit of Adverse Event Reporting in pharma. If a drug manufacturer finds out about an adverse event (i.e. a bad reaction) to a drug, it kicks off all sorts of obligations that have the potential to be time-consuming and expensive. So pharma is the one sector you won't see with a "social media listening/analysis" department in marketing. They actively avoid tracking or learning about discussion of their products on social media.