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USAA's Greg Schwartz Keeps IT's Focus On The Customer Experience
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KBurger
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KBurger,
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10/15/2013 | 3:06:39 AM
re: USAA's Greg Schwartz Keeps IT's Focus On The Customer Experience
One of the things I discussed with Greg is the impressive bench strength they have on the management team at USAA. We often hear about team, collaboration, etc., but they have managed to have all these talented, creative people work effectively together -- doesn't seem to be a battle of egos.
Greg MacSweeney
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Greg MacSweeney,
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10/14/2013 | 10:26:06 AM
re: USAA's Greg Schwartz Keeps IT's Focus On The Customer Experience
I remember visiting with USAA's CIO more than a decade ago and even back then, the company had figured out how to provide an integrated customer experience to its customers. I remember we were shocked that customers could see all of their banking and insurance products in one place. They've been doing this very well for a very long time.
KBurger
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KBurger,
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10/12/2013 | 1:45:18 AM
re: USAA's Greg Schwartz Keeps IT's Focus On The Customer Experience
All these comments are on target -- the culture at USAA definitely sets it apart from so many other financial services companies.Not to take anything away from USAA, but I do think the company has one advantage to most other large companies do not have -- a relatively homogenous customer base (active and retired military). Obviously there is a lot of demographic, ethnic & other diversity within that constituency, but at the same time there are consistent needs, expectations, values -- and values that USAA shares. But that doesn't mean that USAA's achievements can't be replicated at other companies, because it all comes down to knowing your customer, anticipating and responding to needs & doing so with outstanding service and a willingness to be on the leading of technology to do so.
Byurcan
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Byurcan,
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10/11/2013 | 12:23:03 PM
re: USAA's Greg Schwartz Keeps IT's Focus On The Customer Experience
I agree, it must be a culture thing. It's not as if USAA has access to technology that nobody else does; yet they are continually rated at the top in customer experience and innovation surveys.
Greg MacSweeney
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Greg MacSweeney,
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10/11/2013 | 10:05:30 AM
re: USAA's Greg Schwartz Keeps IT's Focus On The Customer Experience
A lack of integration between business lines is definitely a culture issue, IMO. Institutional inertia (doing things the same way the company has always done them) is a hard thing to change.

The technology is available to integrate customer data from even the oldest legacy systems. However, you still see many insurers and other financial institutions with fragmented customer facing setups -- separate websites, call centers and often separate advisors for products.
Nathan Golia
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Nathan Golia,
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10/10/2013 | 9:06:35 PM
re: USAA's Greg Schwartz Keeps IT's Focus On The Customer Experience
As you noted Schwartz is the first CIO to be honored by both I&T and BS&T, and I think that speaks to the tight integration between the businesses within USAA. Talk to anyone at the company and you'll see how customer insight is passed from insurance to banking and vice versa, allowing the company to create an overall customer experience that is second to none in the industry. Meanwhile, you still have some multiline insurance companies that can't get life and auto premiums, for example, on the same bill... is this a technology problem or a culture problem?


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