Upcoming
Closing The Onboarding Gap: How To Build A More Consistent and Scalable Customer Experience
New Thinkific research shows 69% of leaders say onboarding is fully documented and followed consistently, while only 46% of practitioners agree.
Join us for a 30-minute conversation on why that gap exists and how to close it.
This can only be seen after you unlock it! Remember there is a skeleton key 🔑
Your onboarding process is documented. But is it the one your team actually runs?
In this live conversation, we’ll explore why leaders and practitioners see the same onboarding process so differently.
We’ll answer one practical question: how do you build onboarding that’s consistent enough to scale, but flexible enough to deliver real customer outcomes?
What you’ll learn:
- Find where gaps are hiding:
Spot where your onboarding varies from person to person, and where that creates repetition or friction. You’ll leave with “The Onboarding Reality Check“, a short self-assessment, to run on your own team. - Decide what to standardize, automate or keep human:
Separate the repeatable 80% from the 20% that deserves a personal touch, so your team’s time goes where it matters most. - Connect onboarding to what comes next:
Look beyond completion to the signals that show onboarding is leading to adoption, retention and expansion.
FAQs
Is this a live session?
Yes. We’ll be live on Zoom on November 10 at 10am PT, and the session runs 30 minutes, including Q&A.
By joining us live, you’ll also get “The Onboarding Reality Check”, a short self-assessment that helps you identify gaps and oportunities in your onboarding process.
Will there be a recording?
Yes. Everyone who registers will receive the recording and slides by email after the session.
Who is this for?
Customer success, customer support and professional services teams, along with learning and development professionals who help build or run customer onboarding.
Do I need to read the report first, and is there a handout?
No. The research is the starting point for the conversation, but you don’t need to have read it. If you’d like to see the full findings first, you can read the State of Customer Onboarding, 2026 report.
By joining us live, you’ll also get “The Onboarding Reality Check”, a short self-assessment that helps you identify gaps and oportunities in your onboarding process.
Meet your hosts
Three perspectives, one conversation: customer education, customer success and an expert in leveraging learning products come together to talk about what makes onboarding work at scale.
Dave Derington
Co-Founder, Customer Education Laboratories (CeLab)
Dave Derington co-founded CELab and has built customer education programs at Outreach, ServiceRocket and Atlassian. He champions customer education as the core of customer success, and will share what it takes to make onboarding scale.
Sam Amin
Product Marketer, Thinkific
Sam is a product marketer specializing in go-to-market strategy and product launches in B2B SaaS. She’ll bring a product and customer lens to what it takes to make onboarding clear and consistent.
Tyler Comrie
Customer Success Manager, Thinkific
Tyler is a Customer Success Manager at Thinkific, where he partners with businesses to build learning programs that deliver real results for their customers.
He’ll share what that looks like in practice, from getting customers started to keeping them engaged.
Join us live and bring your toughest onboarding question.
We’ll save time at the end for live Q&A.
You’ll also get “The Onboarding Reality Check“, a self-assessment that shows where your own onboarding process varies, plus a simple four-step framework to take straight to your team.
Can’t make it live? Register anyway and we’ll send the replay.
