In 2016, the MIT Sloan Center for Information Systems Research (CISR) investigated how companies are generating business value with the Internet of Things (IoT). In the first phase of this research (Q1–2 2016), we interviewed executives at ten large companies across nine industries to...

USAA, a diversified financial services firm serving the U.S. military, had long been recognized for outstanding customer service. The company had never operated branches, instead providing services through remote channels, such as the telephone, Internet (USAA.com), mail, fax, and any bank’s...