KEYNOTE – Transmitting Excellence: Transforming Utility Customer Service with the USAA Way

For more than a century, United Services Automobile Association (USAA) has delivered on a simple, yet meaningful mission: to empower our members (military, veterans, and their families) to achieve financial security through competitive products, exceptional service, and trusted advice. USAA has worked hard to build a company that supports our people and our mission. Backed by its core values, the company has created a culture that encourages and promotes respect, inclusion, creativity, and passion, all resulting in exceptional service for our members.

 

In this keynote presentation, our presenters will highlight how USAA consistently delivers, and is recognized for, exceptional service by aligning to mission and core values and sets high standards for performance and behaviors – all while engaging the audience in a powerful discussion of how this winning formula can be applied to the utility industry.

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Speakers:

 

• Angela Alanis, Vice President of Property and Casualty Service, USAA

Angela Alanis began her career with USAA 25-years ago as a frontline customer service representative.  During her tenure at USAA, she has held various positions from frontline to leadership in Property & Casualty (P&C) Insurance, Banking, and Product Management.  Angela currently serves as the Vice President of the P&C Service contact center team.  She holds an MBA from The University of the Incarnate Word.  Angela is married and has three children. 

 

• Tom Grothues, CEO, Tom G. Consulting

Tom was a Senior Vice President at USAA, wrapping up a 30-year career in 2020.  Tom held senior executive leadership positions across many disciplines including sales, service, marketing, product management, and culture transformation.  He currently serves on the Board of Trustees for St. Mary’s University, his alma mater, as well as the Chair of the Greehey School of Business Advisory Council of Executives, and as a board member of the Children’s Chorus of San Antonio, a community-based non-profit organization.  While mostly retired, Tom currently is a part-time Program Director for The Conference Board, a global non-profit think tank, facilitating a group of senior customer experience executives (CX) from across diverse industries, sharing best practices and innovative thinking in the CX space.  Tom is also an adjunct “encore” facilitator for USAA’s New Employee Orientation program.  Tom is married to Yvonne Grothues, and they have an adult daughter, Caroline, who lives in San Diego. 

 

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