USAA's Latest Customer Experience, Insurtech Innovation: An AI Collaboration With Google Cloud

If you're trying to stay up to date on customer experience and customer service best practices and innovation, it helps to closely follow USAA, the giant in insurance, banking, financial services, car retailing, and other disciplines (all of which are services that USAA offers to its member base worldwide, which consists primarily U.S. servicepeople and their families). I've made a point of doing that myself, as a customer service consultant and author. There's anextensive discussion of USAA's customer experience and customer service-related innovation and the culture of customer service excellence that powers them in my Forbes article here and in my upcoming book, Ignore Your Customers (And They'll Go Away), which HarperCollins Leadership is on the cusp of releasing. USAA's leadership in innovation related to customer service and customer experience is unparalleled. It has over 900 patents based on innovations suggested by employees, most often, incredibly, by employees who are not in technical positions.