KHM Travel Group welcomed 500 travel advisors, supplier partners, and team members aboard Norwegian Encore for our annual Crystal Conference, a week dedicated to education, connection, and community.
The event also featured the annual Crystal Award ceremony, recognizing top-performing advisors across 48 categories and celebrating excellence within KHM Travel Group.
During the general session, our Vice President of Sales & Marketing Geoff Cox shared highlights of the record-breaking year for the host agency, including $458 million in total sales, enhanced functionality and user experience within MyTravelAgentPortal, and expanded in-person and virtual educational opportunities. Cox also delivered the event’s keynote address, encouraging advisors to lean into your humanity in an AI world.
“The key takeaway is for us is use AI to remove friction but never to remove connection.
Let AI handle pricing, availability, and logistics. But you own empathy, storytelling, trust, and calm, especially when things go wrong. This is where travel agents don’t become less valuable in an AI world…they become more valuable.” – Geoff Cox.
President Rick Zimmerman spoke about the importance of a travel advisor’s professional identity, while Norwegian Cruise Line’s Senior Vice President and Chief Sales Officer John Chernesky reflected on the impact of innovation, referrals, and building a lasting brand.
Vice President of Agent Engagement Bill Coyle reinforced the power of community throughout the week.
“We chose this year’s theme of ‘Seas the Moment’ very intentionally. Because all the moments we share are so important. The travel industry has changed. Our businesses have changed. We have changed.
And yet, here we are–still booking, still learning, still adapting, still advocating for our clients, and still showing up for each other. That doesn’t happen by accident. It happens because of community and commitment.” – Bill Coyle
On February 22, we announced the winners of the 2025 Crystal Awards. Taking home the biggest honors of the evening were Beth Rasor (2025 Agent of the Year), Emily’s Travel – Emily Bookey (2025 Agency of the Year), and Elizabeth Westman (2025 KHM Travel Group Agent Hall of Fame Inductee). View the full list of winners here.
In between announcing giveaways from our supplier sponsors, team members revealed another set of winners – agent recipients of the KHMMYs. Based on self- or peer-nominations, the KHMMYs honor those who have made a meaningful impact on the travel community and their fellow agents. Categories ranged from Accessible Advocate, Mentor on the Spot, Video Star, Game Changer, Agent Cheerleader, Social Media Standout, and more.
Educational sessions throughout the week included:
- Building a Travel Industry Where Everyone Belongs
- Launch into Luxury with Vice President of Industry Relations Anita Pagliasso and Education Manager Carolyn Orf
- DE&I Agent Panel moderated by DE&I In Action Agent Winner Rebecca Smiley
- It’s a Relationship Business with Vice President of Business Development Lori Speers
- Your KHM Advantage with Cruise Group Space
- Agent Hall of Fame and Team Member Panels
- Support System – designed for attendees’ guests to better understand the business
- Supplier roundtable sessions
To view photos from the 2026 Crystal Conference, visit khm.io/crystal26photos.
KHM Travel Group’s 2027 Crystal Conference will take place on Sky Princess from March 1-7, 2027.
