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DTSTART;TZID=UTC:20260826T160000
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CREATED:20260720T092951Z
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SUMMARY:The future of customer onboarding
DESCRIPTION: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. \nSo 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? \nJoin 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. \nWhat we’re covering:\n\nThe end of the 90-day model: Why fixed-timeline onboarding breaks down when products ship weekly\, and what’s replacing it.\nThe 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.\nAI in onboarding\, today: Which AI-driven onboarding uses are already delivering results\, and which are still stuck at the pilot stage.\n\nIn this session\, you’ll learn how to:\n\nMove from a fixed onboarding period to a continuous\, adaptive one\nSeparate onboarding admin work from the parts that require judgment\nGive customers a way to progress without waiting on a CSM\nEvaluate which AI onboarding tools are ready to use and which aren’t\nMeasure onboarding success without relying on a fixed end date
URL:https://practicalcsm.com/event/the-future-of-customer-onboarding/
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