The reality of B2B onboarding is that there’s a lot more at stake in those first
precious months than simply preparing a customer for success.

The paradox, as Moxo’s The Future Of Customer Onboarding 2025 Report calls it, is that “while customer onboarding remains the cornerstone of a lasting
success, it’s also where most companies stumble.”

In fact, of the more than 300 organizations surveyed, only a third (34%) consider their
onboarding process to be very efficient.

“Beyond surface-level challenges lies a deeper story of organizational adaptation,” the
report says. “As companies strive to balance efficiency with personalization, their success hinges on understanding
the nuanced interplay between process ratings, customer experience, and operational rhythms.”

As the report spells out, automation
is more than just a technological evolution, but a “transformative force reshaping how organizations approach client
relationships and process efficiency.” 93% of those surveyed say automation is crucial for future success, and 60%
said increasing automation is their highest priority for improving onboarding in 2025 (second only to the 64% who
said enhancing the customer experience was their top priority).

(Source: Moxo)

“By liberating teams from repetitive tasks like document processing and approval chains,
automation creates space for what truly matters: building stronger client relationships,” the report says. “The
impact flows beyond efficiency gains, touching every aspect of the customer journey from faster activation times to
more consistent experiences.”

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