Since adopting eduMe, NexusTours has achieved:
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.
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.
At the same time, the business needed to balance digitisation efforts with the expectations of customers, some of whom maintain preference for in-person interaction and troubleshooting.
We need to all the time improve this and try to go with the market, but also listen to our market.
Training was previously delivered through presentations and in-person sessions, making it difficult to standardize onboarding, scale knowledge across locations, and ensure consistent execution across teams.
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.
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 embed performance-supporting, role-specific guidance into their dispersed team's most frequently consulted channel in an organic, friction-free manner.
NexusTours integrated eduMe directly into Microsoft Teams, their primary communication platform, ensuring training was accessible without requiring additional logins or systems.
This reduced friction for frontline teams and made it easier to engage employees who are time-constrained and working in dynamic environments.
We have more participation, because eduMe is within Microsoft Teams and the user doesn’t waste time with log in.
By delivering training where employees already work, NexusTours increased the transfer potential of organizational knowledge.
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.
What we wanted to do the first year is to stabilize the onboarding material that they received.
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.
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.
It’s very easy and very fast to create in eduMe.
For frontline teams, our AI teammate - which supports access to company knowledge, conversationally - unlocked faster access to critical information in the moment of need.
People in the frontline, they don’t have the time to look for the information… so it’s faster for them to ask a question.
This reduced reliance on supervisors, minimized delays in decision-making, and ensured employees could access accurate, approved information instantly.
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.
The second one is try to use this tool as a certification tool for the people who wanted to move to a different position.
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.
NexusTours has seen strong engagement and measurable improvements in training outcomes since implementing eduMe.
Course completion rates have reached 88%, with over 80% of learners completing training once started. Learner feedback has also been highly positive, with a 93% satisfaction rate.
eduMe is really user friendly.
Beyond engagement, eduMe has enabled NexusTours to reduce onboarding time, improve consistency across locations, and better connect training to operational performance metrics.
The integration with Microsoft Teams and automated enrollment processes have significantly reduced administrative overhead, while increasing participation across frontline teams.
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.
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