Customer and Product Development

 

Customer and Product Development

 

Customer and Product Development

CUSTOMERS COME FIRST IN ALL OUR RACES

Meeting customer needs has two elements. The first is about understanding customer behaviour. It’s about being aware of what they’re doing and why they’re doing it.  The next element is about taking that knowledge and applying it. It’s about building an efficient and effective business operation that can give customers what they want.

TRANSFORMING OUR CUSTOMER JOURNEY

Everything within our Customer Strategy, Insights and Innovation (CSII) team is focused on customers. Our insights about owners, members and customers shape how we evolve and innovate in Digital and Retail. The quicker we see an emerging need or changing pattern of behaviour, the more the Club, and Hong Kong, benefits.  The digital transformation of our customer journey is a particular focus as we draw on AI and the latest connective technologies to match their evolving needs and capture the excitement of sport.

MANAGING AND DEVELOPING CUSTOMER OPERATIONS

Our Wagering Products (WP) team drives the Club’s growth by developing wagering products for horse racing, football and the Mark Six lottery. We manage operations and product development, driving revenue in a socially responsible way. Beyond this, we lead our international commingling business and manage co-operation with the Mainland Sports Lottery.

We have a number of specialist teams dedicated to quality and efficiency and supporting our Retail and Telebet network as well as building out our Digital Services.