GoNexus Group and Peregrino redefine customer journey efficiency with next-generation omnichannel technology

GoNexus Group, a leading group in tourism experiences and mobility, and Peregrino, a digital transformation consultancy that helps companies adopt and scale technology with measurable impact on business, announced outstanding results after six months of operation of their next-generation omnichannel service and automation platform.

The performance metrics published today cover a continuous 90-day measurement period (August–October 2025), during which the solution operated at full scale. During this time, the platform handled 12,737 conversations and 120,322 messages, averaging 140 cases per day.

In its initial phase, the system achieved 40% automation, with projections to exceed 70% once transactional capabilities are fully implemented. Other key performance indicators during the first 90 days include:

Case resolution accelerated by 29 times, driven by automated workflows and intelligent prioritization

Reduction of operating costs by 52%, thanks to the elimination of manual tasks and a more efficient allocation of equipment

95% traveler satisfaction, driven by faster response times and more proactive communication

68% reduction in pending cases, supported by total operational visibility and continuous monitoring

34% increase in sales of additional services, enabled by more relevant and contextualized interactions

The alliance, initiated in early 2025, has transformed the way GoNexus Group manages its customer service operations — from confirmations and documentation to real-time destination support — through the integration of intelligent automation, centralized communication and operational visibility.

Rubén Gutiérrez, president of GoNexus Group, comments: “Our mission is to develop technology that solves real, everyday challenges in travel. The results with Peregrino demonstrate the impact of intelligent automation when applied strategically: it not only drives cost efficiency but also significantly improves service quality and traveler satisfaction.”

The next phase, launching in 2026, will incorporate transactional capabilities, allowing agent AI to assist in creating bookings, tracking payments, and supporting travelers with changes and cancellations, reinforcing both companies' position as leaders in modernizing tourism operations in the region.

About GoNexus Group
GoNexus Group is a leading conglomerate in tourism experiences and mobility with more than 25 years of experience.

GoNexus Group integrates three leading brands:

NexusTours, a leading destination management company (DMC);

NexusCube (powered by Juniper Travel Technology), an innovative B2B marketplace for the distribution of mobility experiences and services, built on Juniper's robust technology infrastructure;

NexusLab, a hub dedicated to innovation, drives cutting-edge advances in travel experiences through product development, consulting services, and technological solutions.

With operations in more than 170 countries and a presence in 6,600 destinations, the company offers a broad portfolio of services, including 8,000 mobility options in more than 3,500 airports, 220,000 experiences, 100,000 car rental services and access to more than 3,000 theme parks.

Managing the travel needs of more than 7.4 million travelers annually, transporting 6 million passengers and 511,000 tour bookings, GoNexus Group collaborates with more than 17,000 B2B partners worldwide, consolidating its position as a global leader in the tourism sector.

GoNexus Group is prepared to lead the redefinition of the future of travel through innovation and service excellence, guided by a commitment to creating extraordinary travel experiences on a global scale.

Source: Peregrino / GoNexus Group.