TABLE OF CONTENTS
Since adopting eduMe, NexusTours has achieved:
- Achieved 88% course completion rates
- Reached 80%+ retention rate
- Seen 93% positive learner feedback
NexusTours, a global destination management company operating across the Caribbean and Central America, delivers end-to-end travel experiences for millions of passengers each year.
From airport meet-and-greet services to hotel transfers, excursions, and in-destination customer support, their frontline teams play a critical role in shaping the traveler experience.
With operations spanning 19 countries and thousands of hotel and airport touchpoints, ensuring consistent service delivery across regions, roles, and cultures presented a growing challenge.
As expectations around speed, personalization, and digital experience increased, NexusTours recognized the need for a more scalable, accessible approach to training and communication.
To achieve this, they partnered with eduMe.
NexusTours Challenge
Frontline teams responsible for delivering consistent high-quality service, including airport greeters and in-hotel sales representatives, operate in fast-paced environments with limited time, variable connectivity, and no access to desktop systems.
The complexity of operating across multiple countries, cultures, and regulatory environments added further friction. Communicating processes clearly, maintaining brand consistency, and enabling new hires to become effective quickly were ongoing challenges.
Training was previously delivered through a legacy LMS that was hard to access and made engagement difficult to evaluate.
The LMS we used to work with was pretty old, and not focused on the frontline. We didn't know if they received the information or not. For the user it was hard to access so they lost interest.
This not only left managers in the dark but complicated the company's ability to standardize onboarding training, successfully scale knowledge across locations, and ensure that execution across 60 different roles - many customer-facing - was consistent.
NexusTours needed a way to reduce onboarding time, improve knowledge consistency, and better connect training to real performance outcomes across their frontline teams.
eduMe's Solution
In eduMe, NexusTours found a mobile-first enablement platform for their frontline that - crucially - embedded within Microsoft Teams.
This allowed them to organically integrate performance-supporting, role-specific guidance into their dispersed teams' most frequently consulted channel, without friction.
NexusTours Strategy for Scalable Frontline Enablement
1. Leveraging high performing communicational tools
NexusTours integrated eduMe directly into Microsoft Teams, their primary communication platform, ensuring training was accessible without requiring additional logins or systems.
Once they receive the notification, it takes them directly to eduMe.
This reduced friction for frontline teams and made it easier to engage employees who are time-constrained and working in dynamic environments.
It's within Microsoft Teams. It's easier for the users - consequentially, we have more participation.
By delivering training where employees already work, NexusTours maximized the opportunity for behavior change.
2. Standardizing onboarding and role-specific training
NexusTours initially focused on two critical frontline roles: airport greeters and hotel-based sales representatives.
Their priority was to standardize onboarding and ensure that employees across all destinations received consistent, high-quality training aligned to operational expectations.
Training was structured around real performance metrics, including app adoption, check-ins, and service delivery processes, ensuring that learning was directly tied to measurable outcomes.
This created a more consistent baseline of knowledge across regions, while supporting faster onboarding and improved readiness.
3. Using AI to accelerate knowledge access and content creation
eduMe’s AI capabilities played a key role in both content creation and knowledge retrieval.
On the creation side, NexusTours adopted a hybrid approach, combining internal documentation with AI-supported structuring and formatting to accelerate course development.
I love the freedom to create. It's very easy and very fast. Whether it’s starting in ‘white space’, using AI, or mixing formats.
For frontline teams, our AI 'teammate' - which supports access to company knowledge conversationally, via a chatbot - unlocked faster access to critical information in the moment of need.
A game-changer was the AI Chatbot. People on the frontline don’t have the time to look for information in a course. It’s faster for them to ask a question. Sometimes we don’t even need to create a lesson, but connect information to the Chatbot. They then don’t depend on their supervisor for a response - we reduce the time of answering.
This reduced reliance on supervisors, minimized delays in decision-making, and ensured employees could access accurate, approved information instantly.
4. Scaling training across roles, regions, and use cases
Following a successful pilot, NexusTours expanded eduMe to support a wide range of roles and use cases across the business.
Training now spans onboarding, operational processes, tool adoption, and ongoing performance reinforcement across more than 60 roles, including sales teams, back-office staff, and corporate functions.
The platform is also used to support certification pathways, enabling employees to progress into new roles with structured, trackable learning.
By centralizing training and communication within a single platform, NexusTours has been able to improve alignment, reduce fragmentation, and scale service quality more effectively across all destinations.
The Results
NexusTours has seen strong engagement and measurable improvements in training outcomes since implementing eduMe.
Course completion rates have reached 88%, with high retention - over 80% of learners go on to complete training once started. Learner feedback has also been highly positive, with a 93% satisfaction rate.
We describe it as a user-friendly, mobile-based platform that helps Nexus deliver scalable guidance and data-driven training.
Beyond engagement, eduMe has enabled NexusTours to improve consistency of onboarding and ongoing performance across locations.
Crucially, the introduction of AI-powered knowledge access has improved speed to information and reduced dependency on supervisors, helping employees operate more independently in fast-paced environments.
We love eduMe.
By embedding learning into daily workflows, aligning training to performance, and scaling delivery across regions, NexusTours has established a more agile and effective approach to frontline enablement
Experience eduMe in <60 seconds
No credit card required. No software to install. Just a hands-on preview of how frontline teams learn with eduMe.
Join 10,000+ frontline leaders
Subscribe to ‘Training the Frontline’ and get weekly insights sent straight to your inbox.
