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Embracing CX Transformation in the Digital Age

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Ohio Mutual Insurance Group is a property-casualty insurer founded in 1901 and based in Bucyrus, OH. They write more than $220 million in premiums each year—covering homes, autos, farms and commercial properties in seven states through 400 independent partner agents.

Their President and CEO, Mark C. Russell, knows the value of leveraging people and technology to maintain a competitive edge, and shortly after assuming his current role he set a goal to help the company stand out from the competition in the minds of our independent agent partners and their policyholders. To do this, they developed an official Voice of the Customer (VoC) program.

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