Rob Goren
Delta Dental of Missouri
Title: President and CEO
Industry: Dental Insurance Agency
Website: www.deltadentalmo.com
What’s the smartest thing your company did in the past year?
We made significant investments in technology to improve the experiences of our key stakeholders: dentists, insurance brokers, employees and clients. We believe a complicated world doesn’t have to be complicated. Simplicity, reliability and accuracy are highly valued – but technology without the warmth of people is a short-sighted approach.
What sets us apart is how we build solutions. We engage members, dentists, office staff and clients early, test prototypes with real users, listen closely to feedback and make improvements quickly. We believe technology creates value only when it solves real problems. By keeping the end user at the center of every decision, we’ve created simpler, more intuitive experiences that strengthen service and help us meet the evolving needs of those we serve.
How do you differentiate your business from others in your industry?
Our non-profit status fundamentally sets us apart from nearly all of our competitors. While we work every day to deliver exceptional value, service and access to care, we’re equally committed to improving the health of the communities we serve.
In 2025 alone, Delta Dental of Missouri invested more than $2 million in community initiatives and charitable causes that benefited more than 390,000 people. As our business succeeds, we reinvest in our communities. That investment goes beyond financial support. Through programs like Land of Smiles®, free dental care events, oral health education and community partnerships, we’re helping improve lives beyond the dental and vision benefits we provide. Business success and community impact go hand in hand.
What have been the keys to success for the business?
Success comes from staying focused on what matters most to our members and customers. People shouldn’t have to worry about their dental and vision benefits. They want to know their dentist is in-network, that they’re receiving strong value for the insurance plans they’ve purchased and that if there’s a problem, someone on the other end of the phone cares.
For more than 65 years, we’ve remained focused on delivering exceptional service. Rather than concentrating on traditional call center metrics, we prioritize first-call resolution. Whether assisting a dentist’s office, insurance broker or employer, we strive to address issues promptly and effectively on the first call. Our customers know they can depend on us. That consistency, combined with a service-first culture, has helped us build lasting relationships and earn the trust of more than 2.4 million members.
What is your best advice for other business owners to find success in business?
Business is still fundamentally about trust. Trust is earned through relationships with people who know you, like you and believe you’ll do what you say you’re going to do – and you do it! While it’s easy to get distracted by the latest trend, technology or management philosophy, long-term success comes from staying focused on people.
Listen to your customers. Invest in your employees. Build authentic relationships with partners and your community. Do the right thing consistently, especially when it’s difficult. Technology and business models will continue to evolve, but trust remains timeless. Organizations that prioritize people, deliver on their promises and create genuine value build the strongest foundation for sustained success.