Today, virtually every industry is ripe for disruption. The $3.7 trillion insurance industry is no exception. In many ways a perceptually commoditized business, those companies that win – like the famously customer centric USAA – are those that create differentiation through the experiences they deliver, and the ways their customers feel as a result.
Yet USAA and a handful of others like it are the exception. As most established companies tend to move slowly to use their current size....