81. The 12-month onboarding experience that runs itself (without losing the personal touch)

What if you could automate almost your entire customer onboarding experience... without making it feel automated?

In this episode, I'm taking you behind the scenes of a recent Done For You client project where I mapped out a 12-month onboarding experience for an evergreen group program.

My client had transitioned from cohort-based launches, where everyone started together, to an evergreen model where students could enrol whenever they were ready.

The problem?

She was still offering plenty of live support, community access and opportunities to get help, but engagement tended to drop a few months after someone joined.

And she couldn't spend her days manually keeping track of where every student was, what they'd completed and who might quietly be falling behind.

So we designed a system that could.

I'm walking you through the three layers we used to create an onboarding experience that tracks the signals students are sending, delivers timely automated nudges, and deliberately brings my client back into the experience when a human touch actually matters.

The result is an onboarding journey that's 95% automated, with the remaining 5% intentionally unscalable.

Because scaling your customer experience doesn't have to mean removing yourself from it.

What we cover:

• Why evergreen programs require a different approach to onboarding
• How I mapped a 12-month customer onboarding journey
• Why we started with customer research rather than automations
• How to identify the milestones that predict customer success
• What you can track to understand whether customers are engaging
• Why automation should support your live customer experience rather than replace it
• How to identify the moments where a personal check-in matters most
• 3 questions to help you start mapping your own automated onboarding experience

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

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Find out how you can get my strategic customer experience brain on your brand here .

Check out my favourite CX tools and resources here.

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