The future of customer onboarding

Most onboarding programs still run on a fixed timeline: a set walkthrough, then silence until renewal. That doesn’t match how often products change now, or what customers expect once the sales process ends.

So what replaces the 90-day model? And when AI can personalize onboarding content and handle scheduling and admin, what’s actually left for the CSM to do?

Join Kadee Acree, Director of Customer Success at UKG, as she breaks down what’s replacing time-boxed onboarding: continuous programs that adjust to each customer, clear lines between what to automate and what needs a person, and new ways to tell if onboarding is actually working.

What we’re covering:

• The end of the 90-day model: Why fixed-timeline onboarding breaks down when products ship weekly, and what’s replacing it.
• The human vs. automation split: Which onboarding tasks (scheduling, file transfer, status updates) should be handed to the customer or automated, and where a CSM still needs to show up.
• AI in onboarding, today: Which AI-driven onboarding uses are already delivering results, and which are still stuck at the pilot stage.

In this session, you’ll learn how to:

• Move from a fixed onboarding period to a continuous, adaptive one
• Separate onboarding admin work from the parts that require judgment
• Give customers a way to progress without waiting on a CSM
• Evaluate which AI onboarding tools are ready to use and which aren’t
• Measure onboarding success without relying on a fixed end date