Onboarding Therapy
Onboarding Therapy
Podcast Description
Customer onboarding in B2B SaaS is changing fast, but the resources for onboarding teams? Not so much. That's why we're kicking off Onboarding Therapy, a podcast that tackles the real challenges onboarding teams face every day.
Podcast Insights
Content Themes
This podcast centers on themes relevant to customer onboarding and success in the B2B SaaS industry, including episode topics like the dynamics between sales and customer success, the evolving role of AI in onboarding, and strategies for reducing friction in customer experiences. For instance, discussions on overcoming the overwhelm myth during onboarding and practical methods for securing leadership buy-in are key focus areas.
Customer onboarding in B2B SaaS is changing fast, but the resources for onboarding teams? Not so much. That’s why we’re kicking off Onboarding Therapy, a podcast that tackles the real challenges onboarding teams face every day.
In this episode of Onboarding Therapy, Kim and Shareil sit down with Em Wingrove, Chief Experience Officer at Aptitude 8, to explore how customer success teams can apply a hospitality mindset to improve retention, build trust, and create effortless customer experiences.
Highlights from the Episode:
- Why Customer Success Needs Hospitality – Em breaks down how hospitality principles help create better customer experiences.
- Anticipating Customer Needs – How small, proactive touches make a big impact on retention and engagement.
- The Role of Authenticity in CS – Why curiosity and genuine interactions matter more than rigid playbooks.
- Setting Service Standards – The key to creating consistent, high-quality customer experiences.
- Lessons from Marketing & Hospitality – How customer success teams can borrow from these industries to elevate CX.
Whether you’re a customer success leader or a CSM, this episode is packed with actionable strategies for applying a hospitality approach to CX.
Key Resources:
- Follow Em Wingrove on LinkedIn
- Learn more about Aptitude 8
- Book mentioned: Setting the Table by Danny Meyer
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