330 Wirtschaft
Refine
Document Type
- Journal article (5)
- Conference proceeding (4)
- Report (1)
- Working Paper (1)
Language
- English (11) (remove)
Is part of the Bibliography
- yes (11)
Institute
- ESB Business School (11)
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.