@article{MockerRossHopkins2015,
  author    = {Mocker, Martin and Ross, Jeanne and Hopkins, Craig},
  title     = {How USAA architected its business for life event integration},
  journal   = {MIS quarterly executive},
  volume    = {14},
  number    = {4},
  issn      = {1540-1960},
  url       = {https://aisel.aisnet.org/misqe/vol14/iss4/6},
  institution = {ESB Business School},
  pages     = {6},
  year      = {2015},
  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.},
  language  = {en}
}