USAA Bank achieved the highest score in Forrester Research's latest Customer Experience Index report, the first time a non-retailer has reached the top of the list, according to a statement.
The company's insurance arm also placed in the top 10. The bank received a score of 89 out of 100, with the industry average of 70; insurance's 83 also put it ahead of that industry average of 71.
Insurance & Technology named Neff Hudson, USAA's assistant VP of emerging channels, one of its innovators of the decade for his foresight in bringing together an entire team devoted to improving the customer experience before it became the buzzword it is today. Now, customer experience is a practice area led by EVP of member experience Wayne Peacock, which Forrester analyst Paul Hagen says helps the company achieve its many experience-related accolades.
"USAA does have what I would call a chief customer officer, so the fact that they have someone at the highest level within the company orchestrating customer experiences is showing," Hagen says.
Nathan Golia is senior editor of Insurance & Technology. He joined the publication in 2010 as associate editor and covers all aspects of the nexus between insurance and information technology, including mobility, distribution, core systems, customer interaction, and risk ... View Full Bio