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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
Name:Mocker, Martin
URN:urn:nbn:de:bsz:rt2-opus4-5390
URL:http://misqe.org/ojs2/index.php/misqe/article/view/667
ISSN:1540-1960
Erschienen in:MIS quarterly executive
Publisher:Indiana University
Place of publication:Bloomington, Indiana
Document Type:Article
Language:English
Year of Publication:2015
Volume:14
Issue:4
Pagenumber:14
First Page:137
Last Page:150
Dewey Decimal Classification:330 Wirtschaft
004 Informatik
Open Access:Ja
Licence (German):License Logo  Open Access