Channeling CX: The Ohio Mutual Case Study

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Maintaining a superior customer experience (CX) is paramount for every organization, particularly when it comes to standing out from competitors in a highly competitive industry. Just ask Ohio Mutual.

The savvy property-casualty insurer currently implements a comprehensive VoC program designed to enhance experience and loyalty among its policyholders as well as its independent agent business partners. The program has realized significant results and generated many best practices that are particularly applicable to financial services institutions that rely on a non-captive network of advisors, brokers, and/or agents to represent and market their products and services.

Join Chris Neeson, Customer Experience Leader, Ohio Mutual and Jennifer Passini, Solutions Consultant, MaritzCX for this December 12th Web Cast as they share best practices on how to successfully integrate a VoC program that entails the integration of both customers and independent representatives.

Attend and you’ll learn four crucial steps to designing and establishing better customer experiences:

  • Creating a customer experience culture by obtaining deeper insights and process changes
  • Ensuring that your independent agents are a strength, not a liability
  • Moving the needle to address agent loyalty
  • Changing how you listen … to everyone

“Our decision to pursue a more comprehensive customer experience and closed-loop feedback system was driven primarily by a growing awareness that we need to be very intentional about listening to the voices of our policyholders and agents. If we want to stand out and be a leader, we need to be outstanding in both pursuing and acting on feedback. It’s all about earning loyalty.” – Chris Neeson, Customer Experience Lead, Ohio Mutual Insurance Group


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