Triumphant Mutual and Victorious Insurance Co. seem like two peas in a pod. They’re similarly sized property/casualty insurers that write personal lines and small-business insurance. But look closer. Victorious is growing while Triumphant stagnates. Agents and customers are leaving because Triumphant’s website is dated and doesn’t allow self-service and its phone reps don’t have client information at their fingertips.

What’s the difference? Victorious Insurance has a CIO who knows how to leverage technology and process for competitive advantage. Triumphant Mutual doesn’t.