From 12 months to 4 weeks: how Despegar accelerated its transformation 15× faster with Horizon
170 collaborators interviewed through AI-driven conversations: from manual reviews to a complete discovery in only four weeks.
Conversation Hours
Average Satisfaction
Initiatives Generated
The Challenge
Despegar is the leading travel technology company in Latin America, with operations in more than 20 countries and over 3,900 employees.
Commercial operations were manual and poorly integrated. Information was dispersed across different tools and systems. Teams duplicated tasks, managed inconsistent data, and made decisions with delays.
The opportunity: simplify and standardize processes to reduce manual work and errors; improve end-to-end visibility from campaign activation to billing and collections; align Product, Commercial, Finance, and HR areas for CRM migration, with clearly defined roles and standards.
Methodology
The Horizon Approach
Horizon gathered information from more than 170 collaborators in Media Sales and HR through conversational interviews. The platform analyzed more than 124 hours of conversations, detecting patterns, gaps, and improvement and automation opportunities.
In less than four weeks, Horizon delivered: key insights on campaign activation, reporting, billing and collections processes; a dashboard with 45 initiatives, prioritized by impact and effort; concrete recommendations to guide CRM migration and strengthen collaboration across areas.
Traditional consulting comparison: 12 months vs. less than 4 weeks.
The Results
This pilot proved that AI-driven discovery can accelerate complex operations, reducing months of manual interviews to a few weeks and capturing what really happens inside the organization.
It allowed Despegar to build a shared vision between Media Sales and HR, convert 124 hours of conversations into 45 initiatives, and prepare CRM migration with solid governance.
Horizon transforms discovery into a continuous process, helping Despegar continue learning and improving over time.
Key Results
+124h
Conversation Hours
9.1 / 10
Average Satisfaction
45
Initiatives Generated
What People Said
“What I valued most from Horizon was the speed. Interviewing 200 people in two weeks would have been impossible manually, and the type of findings we obtained would not have been achieved with a form.”
Associate Product Owner