Innovation that Delivers on the Brand Promise at USAA

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23 July 2014
Michael Fitzgerald
The announcement today (http://www-03.ibm.com/press/us/en/pressrelease/44431.wss ) of the use of IBM’s Watson platform by USAA demonstrates several of the current research themes at Celent. The move is an excellent case of innovation at the intersection of brand, risk management and technology. First and foremost, this is another example where USAA is delivering on its brand promise – to improve the lives of active duty and veteran military members and their families. The company will use Watson will to answer the questions of service military members who are transitioning to civilian life. An firm’s brand promise is at the foundation of the Celent customer experience model. It is the key characteristic that signals the evolution from a customer relationship management (CRM) to an experience approach. Second, this development is an illustration of an increased focus on prevention and risk mitigation. Traditionally, insurance has been a backward-looking, financial indemnification product (we pay you when there is a loss). This approach shows how insurers will innovate to apply technology to help insureds more effectively manage the risk in their lives (reduce or, avoid risk, altogether). This redirection will occur in commercial, as well as personal lines (see previous post on this blog: "My Risk Manager is an Avatar"). Finally, this is a business application of a computing approach that, up to now, has been closely held in the laboratory, in select pilot accounts, and in a custom, controlled environment (such as Jeopardy!). It will be fascinating to see what we humans, and the machine, Watson, learn in from this insurance debut.

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