How USAA architected its business for life event integration
- 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.
| Author of HS Reutlingen | Mocker, Martin |
|---|---|
| URN: | urn:nbn:de:bsz:rt2-opus4-5390 |
| URL: | https://aisel.aisnet.org/misqe/vol14/iss4/6 |
| ISSN: | 1540-1960 |
| Published in: | MIS quarterly executive |
| Publisher: | The Kelley School of Business, Indiana University |
| Place of publication: | Bloomington, Indiana |
| Document Type: | Journal article |
| Language: | English |
| Publication year: | 2015 |
| Volume: | 14 |
| Issue: | 4 |
| Page Number: | 14 |
| First Page: | 137 |
| Last Page: | 150 |
| Article Number: | 6 |
| DDC classes: | 330 Wirtschaft |
| 004 Informatik | |
| Open access?: | Ja |
| Licence (German): |  Open Access |
