How USAA Architected its Business for Life Event Integration

Authors

Martin MockerFollow
Jeanne RossFollow
Craig HopkinsFollow

Abstract

By integrating its previously separate insurance, banking and investment products around customer life events (e.g., buying a car, getting married or buying a house), USAA is able to deliver a superior customer experience. To achieve the integration, USAA had to re-architect its business by redesigning structures, roles, incentives, processes and IT systems. The USAA case provides four principles for architecting a business to provide superior customer experience, which will become increasingly important in the digital economy.Click here for podcast summary (mp3)Click here for free 2-page executive summary (pdf)Click here for free presentation slides (pptx)

Recommended Citation

Mocker, Martin; Ross, Jeanne; and Hopkins, Craig (2015) "How USAA Architected its Business for Life Event Integration," MIS Quarterly Executive: Vol. 14: Iss. 4, Article 6.
Available at: https://aisel.aisnet.org/misqe/vol14/iss4/6