For more than a century, Omaha has been home to Mutual of Omaha, one of the nation’s most trusted insurance companies. Founded in 1909, the company has grown into a Fortune 500 leader while keeping its roots firmly planted in Omaha.
With its balance of tradition and transformation, Omaha is proving to be more than just a home for insurance — it’s a launchpad for innovation.
Mutual of Omaha has implemented new technologies, including AI, to improve the experience of its customers and assist employees and sales representatives in working more efficiently and effectively to deliver on the company’s customer-focused mission.
That spirit of innovation has permeated the entire organization.
“We are constantly thinking about how to expertly leverage emerging technologies to better serve our customers,” said Brian Poppe, Senior VP of Income and Wealth Planning Solutions at Mutual of Omaha. “Using AI is a natural extension of that thinking and we have been eager to adopt it to advance our mission in many different ways.”
Today, Mutual of Omaha is pioneering the use of AI to assist employees, redesign processes to be more efficient and create enhanced customer experiences. Every Mutual of Omaha employee has access to AI capabilities, and teams are using machine learning to streamline enrollment, speed up quotes and reduce bias in decision-making.
“We recently built a chatbot for our sales representatives,” said Mindy Chen, VP of AI and Analytics at Mutual of Omaha. “It’s better to give advisors and brokers an experience that enables self-service, especially after hours. Helping our sales partners is an important part of how we help our customers.”
AI is becoming part of daily operations. Call center representatives get real-time prompts to guide conversations with customers based on state-specific requirements. And they’ve adopted software developer tools that cut weeks of coding down to days.
Even with rapid innovation, Mutual of Omaha’s philosophy remains rooted in simplicity and transparency for customers. The company emphasizes easy-to-use products and clear communications, helping customers understand policies in straightforward language rather than being weighed down by complexity.
This commitment to customer-focused innovation has been a constant throughout Mutual of Omaha’s 116-year history. The company’s strong connection to Omaha factors into its pioneering spirit as well. Omaha is a strategic choice built on a centralized location, available talent, community partnerships, low cost of doing business and opportunity to grow.
“Our decision to build a new 44-story headquarters downtown reflects our commitment to Omaha as a strategic hub for innovation, collaboration and growth,” said Gail Graeve, VP of Social Impact at Mutual of Omaha.
Looking ahead, Mutual of Omaha’s new headquarters will be designed for hybrid work, wellness and collaboration — all elements that help attract and retain talent in a competitive industry.
For companies considering expansion, Graeve offered this advice: “Omaha offers a compelling mix of affordability, talent, infrastructure and community support. Companies should engage early with the Greater Omaha Chamber and local partners to tap into incentives, workforce programs and strategic development opportunities.”
With Mutual of Omaha serving customers in all 50 states, Omaha’s location offers a distinct advantage, enabling efficient service across the country.
“Being centrally located helps us streamline operations and customer support,” Graeve said.
Beyond geography, Omaha’s workforce gives companies like Mutual of Omaha a competitive edge, especially from area colleges and universities, which “provide a steady pipeline of talent in finance, insurance and technology.”
“Mutual of Omaha benefits greatly from Omaha’s highly skilled and dedicated workforce,” Graeve noted.
As companies look to grow, Omaha’s cost advantages cannot be overlooked.
“Omaha’s cost of doing business is below the national average,” Graeve said. “Office space, labor and utilities are more affordable allowing Mutual of Omaha and other Omaha-based businesses to invest more in our employees and our mission. The city has been essential to our success and we’re proud to call Omaha home.”