Conversations: Leadership & Inspiration at CoNexion 2025
Two Perspectives, One Vision: How Leadership and Mentorship Are Shaping the Future of Travel Advising
Interviewed by: Joanie Ogg, CTC, MCC, Co-Owner/Founder of Travel Professional NEWS
Interviewees : Jackie Friedman, CTIE, President of Nexion Travel Group and Rachel Kerr, MBA, Travel Consultant & Owner, Globe-Treks Consulting
At this year’s CoNexion 30th Anniversary Celebration in Orlando, Florida, the Travel Professional NEWS team had the pleasure of sitting down with two incredible women who are shaping the future of the travel industry: Jackie Friedman, CTIE, President of Nexion Travel advice Group, and Rachel Kerr, MBA, Travel Consultant & Owner of Globe-Treks Consulting.
Both conversations brought unique perspectives — one from the helm of a major host agency and one from a successful advisor building a thriving business within that community. Together, these interviews offer a look at leadership, growth, and the future of travel advising.
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Interview 1: Leadership Insights with Jackie Friedman
Jackie Friedman, CTIE, President of Nexion Travel advice Group, is a leader who has guided the host agency for 30 years. Jackie shared her insights on company growth, technological innovation, and the evolving role of travel advisors in today’s market. Her vision and dedication to both advisors and the broader travel community make her perspective invaluable for anyone looking to understand the future of the industry.
Interviewee: Jackie Friedman, CTIE, President of Nexion Travel Group
Joanie Ogg: I appreciate your time today, Jackie. I always enjoy our annual catch-up at CoNexion. Our sincere thanks to you and your team for having us here to share the news and happenings at Nexion with our readers this year. The company’s growth and success is something I’m sure you’re very proud of, as you should be. Your leadership and steadfast support of the Travel advice community is truly inspirational.
We continue to see an increase in new industry entrants in our subscription numbers as well as with our book sales for “How to Start a Travel advice Agency.” With Nexion’s membership growth, can you share some insight on this trend and what types of agents are joining Nexion?
Jackie Friedman: When people reach out to join Nexion, we see all types. Some may be a good fit, and some may not. It’s a wonderful business to be in, without a doubt, and both the individual and our team are able to figure this out pretty quickly. They come in with all the right intentions, which to me is very important. But it is a business, and when you think about the number of hats you have to wear—you have to be prepared and willing to do the work.
Joanie Ogg: You’ve been so open with the attendees, and I know many appreciate your sharing some of Nexion’s history with those who may be newer to our industry. Often, the lessons we learn from history are key to future success. So it’s crystal ball time! Where do you see things headed with growth and direction at Nexion?
Jackie Friedman: Obviously, we want to put more emphasis on technology, and we’ve just hired someone who will be starting at the end of the month to help guide that initiative. Instead of replacing the position that Robbi held, we’re hiring her as the “eyes on the future” to drive our roadmap moving forward.
We’re going to focus on how we can leverage AI to enable our advisors and staff to have easier access to information in a more efficient way. If there are processes that could be automated, we’ll find those opportunities.
Scalability is really important when growth is an objective, as it is with Nexion. Slow and steady growth is key so that we can support our advisors and the company’s growth simultaneously.
We’ll also examine our processes to see what areas need improvement and might be automated to increase efficiencies. Company growth is something we’ll always focus on, balancing what we look at for internal efficiencies—but more importantly, for advisor efficiencies and effectiveness.
Joanie Ogg: AI is certainly the buzzword these days. While some are thrilled about it, others are concerned and hesitant to embrace it. There’s confusion in the Travel advice sector, with some fearing it will replace them. However, that’s what people said when the internet was introduced, and look where we are today. Can you share your thoughts on this?
Jackie Friedman: Yes, the internet was supposed to replace travel agents, but instead it enabled them and brought more growth and success. My advice to advisors is: you need to embrace it. You need to be that blend of high touch and high tech. Moving forward, tomorrow’s Travel advice must be able to balance these two elements. At Nexion, we’re trying to figure this out so we can play a role in making them more successful.
Joanie Ogg: In terms of other host agencies in the Travel advice space, are there any host platforms or tools they use that you feel are particularly successful?
Jackie Friedman: That’s a great question. It’s a little different because there are host agencies and franchises that act in some ways as host agencies. I have envy for some of the platforms that franchise companies use, especially their ability to provide brand marketing. They’re marketing on behalf of their people, which provides great marketplace presence. Franchise models have a good deal of control, but that can be both good and bad.
I see two things happening. Some companies are building their own tech platforms, while others rely on external solutions that appeal to many agencies. It sounds ideal to create a complete in-house system from A to Z, but in reality, it takes too long to finish.
By the time it’s done, it can be outdated because things move so quickly in that world.
When I look at companies like Avoya
with their lead generation management technology—that’s their business, not really the advisors’ business to own. That kind of technology isn’t necessarily going to help others, but their tech platform is pretty impressive. Some of our competitors are embracing third-party tools, while our approach focuses on our AgentMate platform, where we want to enhance workflow management and CRM functionality for our members.
We’re going to look at bringing in live bookings from suppliers and integrating existing solutions into AgentMate instead of reinventing the wheel. The whole thing is a “buy versus build” decision.
With a franchise model, there’s less churn. The host agency world does have churn. On the franchise side, most advisors have to sign a minimum five-year contract, while with a host, it’s typically 30 days.
I know that was a long answer, but we always look at what others in our space are doing because there’s always something to learn. We’re not going the direction of full platform build or full buy. Instead, we’ve combined buy and build with AgentMate—it’s homegrown.
Joanie Ogg: Let’s talk about suppliers for a minute. You have an amazing relationship both personally and professionally with your suppliers. As an example, Travel advice rarely do you see airlines giving such support to other agency groups as they do to yours—it’s impressive, to say the least.
Other suppliers, most specifically cruise lines, seem to have constant leadership changes. Many of us who have been in the industry for some time are seeing friends in leadership roles retire. New leadership is younger, as it should be, so we can see this industry continue to grow and develop.
Some of our mutual relationships in that sector have moved on, and with these new leaders, are you seeing the same commitment to relationships that we’ve enjoyed during our years in travel?
Jackie Friedman:</b> I don’t fool myself into thinking that suppliers aren’t figuring out how to maybe shift the mix a little. I don’t see them ever not supporting Travel advice , though. I think when any company makes a leadership change, they do it because they want to be more profitable and successful. It doesn’t mean the person previously doing the job didn’t do it well—it’s just change.
One reality is that there will be direct booking strategies, and I’m okay with that, as long as the direct strategies don’t compete with agencies. What I don’t like to see is when someone can get a better deal booking direct than through a Travel advice, because that’s a kick to the distribution model. But I think the two can coexist side by side. As long as there are so many new ships launching, they’re going to need us to help fill that demand. Travel advice are aging out, and we need to encourage growth in our sector to continue being relevant to our supplier partners.
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<h4>Joanie Ogg: When I look across the room at attendees, I see many older advisors and also many from the younger g
eneration. It’s great to see such a blend. Do you find that older, more seasoned Travel advice and newer, younger advisors coexist well when it comes to education, sharing, and collaboration?
Jackie Friedman:</b> I often see newer people coming in who have a lot to teach seasoned advisors. If you think about all the hats a travel advisor wears—business owner, marketer, accountant, salesperson—when young people come in with some of those competencies, they may be newer to the travel product side, but they also have things to teach.
You’ll see younger people sharing new ways of looking at things. Sometimes more seasoned advisors might find too many questions from newer agents frustrating. My suggestion for a new agent posting a question on an online travel board could be framed like this: “I have clients looking for an all-inclusive vacation in Mexico. They have kids ages 10 and 11. Beach access is important, and I’ve researched these three properties. I would love and appreciate any advice.” It’s almost like prompting with AI!
Joanie Ogg: I know you travel quite a bit, Jackie. I know much of it is for work, and while the destinations might be amazing, there are still meetings and other commitments to attend. My last question for you today is: Where does Jackie want to go? How does Jackie prefer to travel?
Jackie Friedman: Looking at what’s on my bucket list, I’d love to spend more time in the South Pacific. I’ve been to Sydney for a week—mostly business—but I would love to see more of Australia and also visit New Zealand. I’m at the point in my life where I like to travel with a small group of people who have similar travel styles, interests, and expectations.
I recently traveled to Switzerland with Globus Family of Brands on a curated small group itinerary. It was fantastic, and it was nice to relax and have the peace of mind of a private tour director with us. There were daily outings, but we also had plenty of free time.
Obviously, I love cruising. Right now, I’m leaning toward smaller ocean ships and river ships when I’m traveling. If I’m traveling with my extended family, then the large ships are a great option.
Joanie Ogg: As we end our time together today, would you like to share some final words with our readers?</b>
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<p>Jackie Friedman: If you’re looking to join a host agency and become part of a community that will help you grow and enjoy your business, you shoul
d re
ally consider Nexion. We have folks who are brand new and folks with 40-plus years of industry experience—and everything in between. If you’re looking to join a host, you want to examine the economics, the support, and the relationships to ensure they align with your goals and desires. Don’t just look at it as “I’m getting higher commissions.” Don’t look at it as a commodity relationship. Look at it as a partnership.
Joanie Ogg: Thank you so much for your time and insight, my friend. It’s always special to me to be able to sit with you, gather your insights, and share your wisdom with our readers. Congratulations to you and Nexion Travel advice Group on 30 years of success!
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Interview 2: Inspiring Advisors – A Conversation with Rachel Kerr
Rachel Kerr, MBA, who received the prestigious Robbi Hamida Ambassador Award during this year’s celebration. Rachel shared her journey from launching her consulting business in 2017 to growing her team and mentoring others through Nexion.
Interviewee: Rachel Kerr, MBA, Travel Consultant & Owner, Globe-Treks Consulting
Insert Photo of Rachel
<h4>Joanie Ogg: Hi. I am here today on behalf of Travel Professionals News at the CoNexion 30th Anniversary Celebration in Orlando, Florida with Rachel Kerr, MBA, Travel Consult
ant and Owner of Glo</b>be-Treks Consulting. This morning at the General Session you received a very prestigious award. Can you share your thoughts on what this means to you?
Rachel Kerr: Yes, I was honored to have received the Robbi Hamida Ambassador Award. The award was previously known as the Ambassador Award. I had the pleasure of knowing Robbi and spending time learning from him. He was amazing. Being the first recipient of this award is humbling and so very meaningful to me.
Before I came in to meet with you today, I spent some time thinking about what it really means to receive it. The award is meant to represent somebody who brings people together and unifies them. It is for being a supporter of and a champion of other advisors.
That’s something I’ve always wanted to be. I’ve always liked being a military child, a mil
itary spouse, volunteering in my community and making sure to be a part of it. Not to take over a group but instead to be somebody that people find encouraging and uplifting. I strive to be that kind of person. I want people to see me and feel a sense of joy and know that they’re genuinely loved by me. So knowing that the award carries this symbolism, I feel like I am accomplishing and becoming the woman I had always hoped to be one day.</span>
Joanie Ogg: That’s beautiful. I love your sentiment and your authenticity. How long have you been in the travel industry and can you also share why you named and branded your business as a consulting business and not a travel agency?
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Rachel Kerr: I opened my business, Globe-Treks Consulting, in 2017 after earning a Master’s Degree in Business Administration. Marketing has always been a passion of mine, and I’ve always had a strong business mindset. Building a legacy mattered to me—I wanted something lasting that I could eventually pass down to my family.
When the company began, my focus was on charging fees to help clients plan their trips rather than booking travel. I assisted them with creating itineraries, researching destinations, and understanding what to do once they arrived. Eventually, friends pointed out that I was leaving money on the table by not handling the bookings myself, so I decided to add that service.
Another reason for naming it a business was to separate it from my personal identity. My vision was for the company to continue beyond me—perhaps my daughters or a future business partner might take over someday. With that in mind, I committed to growing the business and aligning both my goals and its structure.
To me, consulting also sounds a bit more refined—and I’ll admit, I have a taste for the finer things. I appreciate a touch of luxury and pampering, and the name reflects that spirit. My approach goes far beyond simply booking vacations. Clients and I discuss their expectations, safety guidelines, local etiquette, and tipping norms. We also review entry and exit requirements for each destination. In the end, it’s about crafting a complete, thoughtful travel experience—not just a trip.
Joanie Ogg: How did you find out about Nexion and what about the company inspired you to join?
Rachel Kerr: I recall researching online and landed upon it. I think it was divine inspiration that I found Nexion. I was looking into another host agency and had my father-in-law look into it. He felt something was just not right so I continued to search and found Nexion.</p>
<p>When I spoke with Nexion by phone, the conversation was just really easy, comforting, welcoming and I immediately felt right at h
ome. After I had made the decision and shared it with some other agents, I was told it is one of the best host agencies. I made the perfect choice for my business.
Joanie Ogg: What do you think has contributed to your success to date?
Rachel Kerr: I believe it is because I truly do curate their travel plans. I don’t really sell but I guide them to the right choices for their expectations. Many clients tell me they feel that service is what I offer them, not selling. My mindset is repeat referral, repeat referral. Therefore everything that I do needs to be about them being taken care of from start to finish. They will want to come back to me and they will tell everyone else why they too should use my services.
I’m not a one-stop shop who books a trip and checks in only when the final payment is due. I guide clients from start to finish, ensuring every detail I can arrange is handled perfectly. ften say anyone can do this job—but very few can do it well. I want my clients to feel like I’m their person, taking care of every need. Before we even sign a client agreement, we start with a trip vision consultation to ensure the right fit. By the end of their journey, I want them to feel like I’m part of their family. That’s the kind of business I’m building.
Joanie Ogg: What is your specialty or what types of travel experiences do you like to curate?
Rachel Kerr: I do lots of FITs and bespoke travel. I love to work on Europe itineraries. Really enjoy planning multi-destination experiences and all the moving parts and logistics that they require. I am also very interested in immersion travel. For example, when my clients visit somewhere, I make sure they are not just going in and doing a walking tour. I plan for them to enjoy things they really like, such as specialty cooking classes or perhaps even dancing classes based on the culture of the destination that they are in. My niche is taking the FIT and making it very bespoke and very customized.
I’m also starting to get into hosting my own group tours. I just did a cider and English food tour that I created completely on my own with my brother, who’s a cider maker. It was awesome.
<b>Joanie Ogg: What would you say you have experienced as a challenge being a travel curator?
Rachel Kerr: Here is my challenge. I am a military spouse and part of our life is moving. I’m living in my fourth state since I started my company, so I actually had to sell and resell myself many times in a new location. The bureaucracy of changing a company in another state is certainly a challenge. Right now I am headquartered in Minnesota. Wherever I go I still have to close and open, close and open a new business entity. So that’s a big challenge for me.
I am also a mom of young kids, and my husband has a very demanding career.
Balancing everything while running my business can be tough. One of my biggest challenges is avoiding overwhelm from the workload. I’m a workaholic and sometimes put in 10–12-hour days, which leads to burnout. In travel, it often feels like feast or famine. At a certain point, time management becomes essential to prevent overload. I also try not to neglect my personal life while striving to be the perfect travel curator. It’s always a balancing act.
Joanie Ogg: Well it certainly seems as if you have a great head on your shoulders and are already so successful and will be more so very soon. Have you thought about that and how you will be able to handle the growth moving forward?
Rachel Kerr: Yes thankfully this year, my plan got to be put into action. As I mentioned before, my company was never supposed to be about just Rachel Kerr. I was able to hire my first employee this year. She is my client relations and marketing manager. I just added two more independent contractors as well. We are now a team of four. It has been a goal for me to grow like this and to mentor other people.
Joanie Ogg: Can you share with me a memorable client experience where you went way above and beyond the call of duty when it was needed?
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achel Kerr: <span style=”font-weight: 400;”>I had clients that were going to be flying through Berlin and then down into Bucharest to take a ri
ver cruise. They had not left the country in 20 years. So this was their very first time taking a big trip like this. Think it was Tuesday and they were leaving on Friday when we heard that Berlin was shutting down air traffic due to a strike.
<span style=”font-weight: 400;”>I took action and found I could confirm them to leave two days ahead of their planned departure. I basically just told them to trust me. We’re gonna get you an extra hotel night stay and therefore you will be there in plenty of time to make your river cruise departure. Of course, it took some planning and moving things around but it enabled them to breathe easier and enjoy their adventure. I am a firm believer in contingency plans.</span>
Joanie Ogg: What advice would you give to a new travel advisor that is just getting started with Nexion? How could they best make use of all there is to offer at Nexion and where should they focus their attention
Rachel Kerr<b>
I believe it’s about volunteerism. New advisors should plug into Nexion, use the available trainings, attend CoNexion, and get involved. Finding a mentor is also key. I’ve had a few mentors at Nexion who’ve guided me for years. I often tell them they’re a big reason for my success and growth. Mentorship is powerful—it helps you build your business, and later, you can pay it forward by supporting others.
I have started volunteering within Nexion. helped to start some networks and I joined the advisory board as well. I now co-lead the Nexion Military and the Nexion Professional. believe it is important to make the commitment to really get connected and involved.</span>
Would also tell new agents that choosing a niche is a very good idea. It is important to stay focused and on track. So, volunteering, taking advantage of the education and getting involved with others are keys to success.</span&gt;
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Joanie Ogg: If you had a crystal ball looking at our travel industry and see changes in the making, how do you best prepare for those changes?</
b></h4>
Rachel Kerr: Well, I definitely don’t think the travel industry is going away! Jackie actually shared the importance of technology and touch and I think that’s where we’re going. We will be blending technology and the human touch so that they will walk side by side to enable travel advisors to be even more successful than ever.</span>
I also believe we will see fewer people wanting to DIY their travel planning. More and more people are wanting immersive Travel advice experiences and customized trips.
Joanie Ogg: Rachel, what a joy it has been to spend this time with you. You are so intelligent and so very driven. I see nothing but tremendous growth in your business and sense that the joy you will experience along the way will enrich you and your beautiful family’s life in so many ways. Thank you for your honesty and willingness to take us on part of your journey to success.
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Final Thoughts
Both Jackie and Rachel highlighted a common theme: the power of community, mentorship, and blending high-tech with high-touch service</b>. Jackie focuses on using AI and scalable technology at Nexion, while Rachel is dedicated to creating personalized travel experiences and mentoring new advisors. Together, their stories show that the future of travel advising is bright, innovative, and collaborative.