Case Study: Mutual of Omaha improves customer experience and tests new services with PeopleMetrics

Mutual of Omaha improves customer research with PeopleMetrics

Mutual of Omaha, a Fortune 300 insurance organization, wanted to better understand its B2B customers' experiences to improve interactions, develop new products, and stay informed on the competitive landscape. To meet this challenge, they partnered with PeopleMetrics to implement a Customer Advisory Board.

PeopleMetrics designed a carefully recruited advisory board and used in-depth interviews and short surveys to gather ongoing feedback. This solution enabled Mutual of Omaha to update their employer portal, improve billing and claims processes, and test perceptions of new products. The program, managed using PeopleMetrics' proprietary tools, also supported a new approach to customer journey mapping.

Mutual of Omaha