How USAA Optimizes Social Customer Care for Greater E f ficie nc y CASE STUDYWant to learn more? Visit us at Khoros.com or email us at questions@khoros.com Executive Director, Social Business, USAA Heather Cronin USAA’s members expect excellence in customer service from a financial services organization that has served generations of military families.Executive summary Want to learn more? Visit us at Khoros.com or email us at questions@khoros.com The USAA family of companies provides insurance, banking, investments, retirement products and advice to over 12 million current and former members of the U.S. military and their families. Known for its legendary commitment to its members, USAA is consistently recognized for outstanding service, employee well-being, and financi

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