Hong Kong Jockey Club Transforming Customer Experience through IT Ali Farhoomand Sander Zwanenburg 2013 Case Study Solution

Hong Kong Jockey Club Transforming Customer Experience through IT Ali Farhoomand Sander Zwanenburg 2013

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Title: Hong Kong Jockey Club: Transforming Customer Experience through IT Section: Conclusion The Hong Kong Jockey Club (HKJC) is a high-profile event venue in the city of Hong Kong. The club hosts some of the biggest horse racing and gaming events in the world, including the legendary Hong Kong International Races and the biggest international gaming event, the Asian Poker Tour. But despite its high profile, the HKJC has struggled with a range of IT-related issues for many years

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In 2013, Hong Kong Jockey Club was looking to enhance their customer experience. In this regard, they invested in technology to transform their service and ultimately improved their customer engagement. To achieve this goal, the Jockey Club had to make significant changes in terms of their operating model and how they executed their strategy. By working closely with our company, our team, and other industry experts, we were able to identify four critical areas of focus. These areas included: 1. Understanding customer needs Customer needs have to be well understood. great site In

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Hong Kong Jockey Club (HKJC) is a sports betting company and bookmaker that started operations in Hong Kong in 1978. In 1991, the company had to reorganize and restructure itself into a sports betting provider, which was successful in expanding the brand’s market penetration, while simultaneously restructuring its marketing and customer services organization. This case study examines the process of transforming the customer experience through IT, which has had significant impacts on HKJC in

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Ali Farhoomand Sander Zwanenburg’s article about the Hong Kong Jockey Club transforming customer experience through IT can be an inspiration for any reader who is looking for new ideas on how to improve customer service and delight in the customer experience. As Ali mentions in the article, Jockey Club, a horse racing club in Hong Kong, was a traditional entity with the same set of problems faced by any such businesses, which were mainly: 1. Difficult to acquire new clients, as they were a conservative organization. 2. Not

Case Study Analysis

Ali Farhoomand and Sander Zwanenburg are two brilliant professionals who came together to drive a cultural change at Hong Kong Jockey Club. They have made sure that the entire organization underwent an extensive IT transformation that has transformed its customer experience from the inside out. To do so, Farhoomand and Zwanenburg implemented their “Five Practices” for IT Transformation in the Jockey Club’s three distinct customer touch points: racehorse betting, racehorse viewing, and horse welfare. The Five Practices

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The Hong Kong Jockey Club (HKJC) is a leading international racing and entertainment company established in 1958 with a headquarters in Hong Kong. The company operates 11 offices in Asia, Europe, North and South America, and Australia, along with several race tracks in Hong Kong, China, Macau, and Australia. The company is responsible for organizing high-profile horse racing events, such as the Hong Kong Cup and Shanghai Golden Mile, which attract a substantial number of spectators worldwide. The Hong Kong Jockey Club emplo