The Three Roles That USAA Labs Plays

From drones to Alexa skills, bitcoin to facial recognition, few financial services companies are as quick to explore the potential of a new technology as San Antonio-based USAA. Founded in 1922 when a group of 25 Army officers got together to collectively insure their cars, USAA now has more than 11 million members and 28,000 employees.

We spoke with Zachary Gipson, USAA’s Chief Innovation Officer, about how his team is structured; how it takes projects into production; and delivering the “warmth and caring and empathy” that USAA’s members expect over a digital channel.

Gipson also discussed the importance of being “passionately dispassionate.”

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