Customer Onboarding 2024 Roundup & 2025 Predictions

It's been a big year for The Onboarding Lab and next year looks to be even better!

Author

Clare Knight
December 19, 2024 • Estimated Reading Time: 4 minutes

Welcome to the last newsletter of 2024 customer onboarding nerds!

This week, I want to do a quick roundup of the year for The Onboarding Lab and give you a sense of what is to come in 2025.

Thank you for the support of this independent newsletter, check out the little gift at the end of the email.

🍾 Back in May 2024…

My first newsletter went out to a very small audience.

I had no idea what it would become.

I’ve sent out a customer onboarding focused newsletter every Thursday since.

32 newsletters with close to 30k words down, many more to go! 😅

👀 What you’ve been saying

❝

“Your post gave me clear insight on how to be better prepared for interviews. Please don't stop posting and talking about onboarding.”

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“I really enjoy reading your content at The Onboarding Lab. I can tell you’re as passionate about customer onboarding as I am!”

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“You're filling a gap - having reasonable actionable ideas out there is definitely giving me food for thought.”

🔗 Your favourite newsletters

🤓 Your biggest 2024 onboarding challenges

  1. Stakeholder alignment & buy in

  2. Internal team alignment

  3. Effective handovers between teams

  4. Keeping customers engaged

My 2025 customer onboarding predictions

1. Hyper-personalised onboarding flows

We’ll use behavioural data and AI will become the norm.

We'll adjust based on each role, industry, and product usage patterns rather than static personas.

2. Collaborative onboarding experiences

A focus on multiple stakeholders. Onboarding will be for more than just the end user.

3. Embedded ROI tracking

ROI visibility will be integrated directly into onboarding workflows.

Platforms will measure and visualise the customer's ROI throughout the onboarding journey.

4. Cross-platform onboarding ecosystems

SaaS vendors partner to create unified onboarding experiences across complementary tools.

👉 What to expect in 2025 from me:

  • Continued free weekly onboarding focused content to help elevate the customer experience.

  • Partner with customer onboarding specific companies, which is very exciting. Watch this space!

  • Help companies review and expand their customer onboarding programs.

🔍 If you would like to work with me, just reach out on LinkedIn or reply to this email to chat.

🎁 Thank you!

Thank you for reading each week.

It’s clear there is a need for the conversation about customer onboarding.

If you have found my content valuable this year, I have a favour to ask.

Please refer your peers to subscribe to The Onboarding Lab.

The more people we can reach on the topic, the more impact we can have in SaaS.

It will help me grow the audience so I can keep creating free content for you each week.