TY - JOUR U1 - Wissenschaftlicher Artikel A1 - Mocker, Martin A1 - Ross, Jeanne A1 - Hopkins, Craig T1 - How USAA architected its business for life event integration JF - MIS quarterly executive N2 - 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. Y1 - 2015 U6 - https://nbn-resolving.org/urn:nbn:de:bsz:rt2-opus4-5390 UN - https://nbn-resolving.org/urn:nbn:de:bsz:rt2-opus4-5390 UR - https://aisel.aisnet.org/misqe/vol14/iss4/6 SN - 1540-1960 SS - 1540-1960 VL - 14 IS - 4 SP - 137 EP - 150 S1 - 14 PB - The Kelley School of Business, Indiana University CY - Bloomington, Indiana ER -