customer centricity

Full fields. Harmonized rules. Modernized wagering systems and protocols. Transparent officiating. Can these be the future of North American horse racing, and of the greater sport around the world? "Our customers, the bettors, must be at the center of everything we do," Hong Kong Jockey Club (HKJC) Chief Executive Officer Winfried Engelbrecht-Bresges told the Thoroughbred Idea Foundation (TIF) last week. "This approach applies to everything we do as a sport. Customers must be satisfied with our approach to horse welfare, to harmonizing betting rules, interference rules, the race schedule we...