CASE STUDY USAA Customer Sector: Financial Background: USAA is renowned for pioneering innovative solutions in banking, insurance, investment and retirement services. Founded by members of the military, the company offers a wide range of financial solutions to over 10.7 million military members and their families. With brick and mortar customer locations in just 11 states, USAA’s business model leverages online and mobile applications to support its services to all states and U.S. territories, as well as military members stationed or deployed overseas. This progressive approach aligns well with its fastest-growing customer segment of internet-savvy millennials, who prefer to do their business online and on-the-go. Challenge: Everyone has seen the security questions when setting up va

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