American Pharoah captured the imagination of the thoroughbred racing world this year as he became the first Triple Crown winner since Affirmed achieved that prodigious feat in 1978. For the New York Racing Association−which oversees Aqueduct, Belmont Park, and Saratoga thoroughbred racetracks−American Pharoah capped a huge Belmont Park meet that saw customer experience levels reach new heights.
Lynn LaRocca, NYRA’s SVP, Chief Experience Officer, participated in an intriguing interview with Loyalty360 to talk about....