How AI Is Reshaping Customer Onboarding: Lessons From CS Leaders at Harvey, Xplor, Brandwatch & OnRamp
Customer onboarding has always been the make-or-break moment in the customer journey. But right now, something fundamental is shifting - and the leaders who recognize it early will have a significant edge.
AI is no longer a future consideration for customer success teams. It's actively changing how top companies compress time-to-value, scale personalized onboarding without scaling headcount, and turn what used to be a manual, resource-heavy process into a strategic growth lever. The teams that get this right aren't just onboarding customers faster - they're retaining them longer and expanding them sooner.
But with that opportunity comes real complexity: How do you implement AI in onboarding without losing the human touch that builds trust? Where does automation help, and where does it hurt? And how are CS leaders actually making the case internally to change a process that's worked "well enough" for years?
Join us for a candid conversation with four senior CS leaders who are navigating exactly these questions - in real time, at scale, across different industries.
You'll hear from:
Frank Auger, COO at Onramp
Mollie Navarro, VP of Customer Experience at Xplor
Molly Gilson, Head of Customer Success, Operations & Strategy at Harvey
Yayun Cheng, Global Director of Customer Onboarding at Brandwatch
Here's what we'll dive into:
How AI is being used right now to reduce onboarding time-to-value - and what's actually driving results
Where automation wins, and where the human element is non-negotiable
How senior CS leaders are building the internal case for AI-driven onboarding change
What separates the teams pulling ahead from those still figuring it out
Here's what you'll take away:
A clear framework for identifying where AI can have the highest impact in your onboarding motion
Specific tactics and tools that leaders at Xplor, OnRamp, Harvey, and Brandwatch are using today
A gut-check on your current onboarding process - and concrete next steps to modernize it
Talking points to bring back to your team and leadership to drive alignment
If you're an operator or leader in CS, onboarding, CX and you're thinking about where AI fits into your team's strategy, this hour is worth your calendar.