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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.

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Metadaten
Author of HS ReutlingenMocker, Martin
URN:urn:nbn:de:bsz:rt2-opus4-5390
URL:https://aisel.aisnet.org/misqe/vol14/iss4/6
ISSN:1540-1960
Erschienen 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):License Logo  Open Access