Hong Kong Jockey Club Transforming Customer Experience through IT Ali Farhoomand Sander Zwanenburg 2013
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Hong Kong Jockey Club transforms customer experience through IT: How to make better use of data and insights? I’m not a horse racing analyst. investigate this site I was the chief executive officer of the Hong Kong Jockey Club when I wrote “How to make better use of data and insights?”. It was a business article. I know the case study is more like “The top-five case studies in customer experience”. great post to read But my article is for HKJC. In 2013 I wrote “Transforming customer experience through IT: How to make
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I am currently working at HKJC as a Business Technology Consultant, responsible for delivering strategic IT solutions. My assignment is to design and implement the Group-wide Digital Transformation Project in order to transform customer experience through IT. At first glance, I was expecting a typical consulting report with lots of detailed plans, processes, and requirements. But when I started digging into this project, I realized that there is so much more going on here. Firstly, this project has the largest financial resources (around $100 million) and the
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“Sparking excitement and anticipation: The digital transformation of Hong Kong Jockey Club through Information Technology” Such a fascinating tale of transformation! The Hong Kong Jockey Club (HKJC) is a top betting syndicate in Hong Kong. I had the opportunity to do research on HKJC’s digital transformation journey. The HKJC is not a traditional customer-facing entity. Its customer-base is spread across the globe. This poses a unique set of challenges. Customer experience is critical to H
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I was once a student in the olden days. I remember, in the early 1990s, we used to walk 5 kilometers to school on the weekends to avoid sitting in a classroom. The campus used to be in the countryside with green trees around and a beautiful lake. That’s where I used to do my homework and read my favorite books. These days, the college is just the same, but there is a difference. There are no trees, no lake, and you can barely remember where you are
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The Hong Kong Jockey Club (HKJC) is a regulated and licensed Hong Kong based horseracing company that is one of the largest players in the horse racing industry in Asia with revenues of $1.3 billion. The HKJC, through its operations, generates over $400 million in profits and employs around 1200 staff. The company’s management aims to build on its current brand, products, and revenues to become one of the leading racetracks in Asia. HKJC’s
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Section: Recommendation I am now about to tell you why the Hong Kong Jockey Club’s transformation of the customer experience through IT is a great idea. First of all, the Hong Kong Jockey Club (HKJC) has always been recognized as a top-performing institution in the gaming industry. As such, it has a massive amount of experience, insight and resources at its disposal to make changes that improve the customer experience. Secondly, HKJC is one of the largest and most successful casino operators in