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Two people are standing in front of a screen; one is holding an award, and the screen displays the blue and yellow circular logo next to the text “ILUNION.”

José Ángel Preciados, Best CX Executive at the DEC Awards

 
 

The CEO of ILUNION Hotels, José Ángel Preciados, was awarded Best Executive in Customer Experience at the DEC Awards yesterday. ILUNION Hotels’ Customer Experience Strategy is based on active listening, paying close attention to data from various measurement tools and thoroughly tracking the customer journey from the beginning to the end of the purchasing process. “We must identify what each customer wants in a personalized way,” they explain at ILUNION Hotels.

The company’s goal is to lead the Spanish hotel sector through a unique operational promise, so that customers choose the brand for its purpose, return, and recommend it—becoming “Brand Lovers.” To achieve this, four key pillars are crucial:

  • Defining a 360º Customer Experience – innovative, hyper-personalized, frictionless, transformative, and excellent, with a strong focus on people.
  • Designing a unique, innovative, and sustainable restaurant business model, aligned with the company’s purpose and inspired by its essence, attributes, and values.
  • Becoming the leading hotel company in accessibility and 360º sustainability by transforming their properties into smart buildings.
  • Creating an innovative, transversal, and inspiring customer ecosystem that blurs the boundaries of the hotel experience.

In the words of José Ángel Preciados, CEO of ILUNION Hotels: “Ours is an organization that places its stakeholders at the core of its strategy, with special emphasis on listening to our employees and customers, aiming to create and maintain a strong connection with them and exceed their expectations.”

The DEC Awards celebrated their tenth anniversary by recognizing companies that work to improve and promote Customer Experience (CX). Previous winners of this award include Nurettin Acar, General Manager of IKEA Spain; Juan Abarca, President of HM Hospitals; and Óscar Herencia, Vice President for Southern Europe and General Manager of MetLife Spain and Portugal.