USAA`s Century Old Culture of Customer-Focused Innovation
| Case Code: HROB233 Case Length: 9 Pages Period: 2009-2022 Pub Date: 2022 Teaching Note: Available |
Price: Rs.400 Organization: United Services Automobile Association Industry: Financial Services Countries: United States Themes: Innovation, Organizational Culture, Cross-functional Management,Technology in Financial Services |
Abstract Case Intro 1 Case Intro 2 Excerpts
Excerpts
Generating and Evaluating Ideas
USAA developed an internal ‘employee innovation program’ (EIP) that allowed its employees to develop and actualize their ideas and contribute to the innovation process 24/7. This involved the senior leaders, employees and even customers participating in the ideation efforts..
The Innovation Pipeline
New ideas were developed to continually improve the customer service experience. The results from its employee innovation programs included many new-to-the-world innovations for its members...
Road Ahead
During the Covid-19 pandemic, USAA accelerated its digital roadmap to serve its customers differently. It developed new solutions to help them remain safe and ultimately save money and time through technology and automation. USAA supported employees working remotely to use a workerbot to provide claims services without visiting the house or an accident site. In June 2021, the company also announced its plans to acquire insurtech company Noblr, Inc. to offer usage-based insurance to its members...
Exhibits
Exhibit I: Brand Association Terms - USAA
Exhibit II: USAA Labs Website
Exhibit III: Patent Tree
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