“It seems like more and more headlines are around disruptions and new ventures—all fighting for the same consumers,” Langner says. “There is a need to be agile and flexible more so than ever.” A woman of action, she spearheaded a cross-functional Retention and Base Management team for Cox this past year, helping the company change its internal dialog and focus from mostly an acquisition mindset to a more proactive and reactive customer retention focus. Operational changes included call routing from customer care to retention as well as the launch of a new “Transfer My Services” call center and website.
Who is an inspirational woman you admire, and why?
Robin Roberts, author and co-anchor of “Good Morning, America.” Robin is certainly a pioneer of female sports reporters with her career on ESPN. Personally, she has overcome breast cancer and a bone marrow transplant. She is transparent both personally and professionally and well respected by her peers and fans. Her mother encouraged her “to make her mess her message” and she is doing that with her many books. She is true inspiration.
What’s been the most dramatic change in your sector of the business today vs. three years ago?
Pace of change, innovation and competition. It seems like more and more headlines are around disruptions and new ventures—all fighting for the same consumers. There is a need to be agile and flexible more so than ever.