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