ABSTRACT
This chapter presents a supplementary major case study, proposed by Julian Hagger, Chief Sales and Marketing Officer of the group LUX, which helps to understand the global processes of change and innovation at the heart of the company. It discusses the bringing of the first thoughts and the strategy that comes from this through new practices of team management and human resources up to the final operational stage and marketing approach; the process as a whole being directed towards a final objective: reinforcing the customer experience. LUX* Resorts have been Travel Life certified, showing they meet a vast range of sustainability criteria. LUX* is a member of the Global Reporting Initiative’s Gold Community and we work to international standard such as the International Integrated Reporting Council and the UN Global Compact to ensure high quality sustainable operations. LUX* has grown into a brand with a strong and sustainable financial base.
