‘Customer Onboarding’ is an umbrella term that describes the entire process that users go through when they start their customer journey. The onboarding experience can define the ongoing relationship your customer has with the product/service. In other words, customer onboarding is highly important to get right.
Customer Onboarding Orchestration normally refers to the user journey that begins at first contact and extends to the point when a prospect becomes a customer – and often beyond. ‘Orchestration’ suggests that a high level of automation is incorporated and that organizations are looking to use technology to remove the ‘human-from-the-loop’ wherever possible. Even in our digital era, many companies continue to struggle to bring customer user journeys and data together to produce seamless customer onboarding experiences.