Onboarding Strength: Increasing Automation Is Top Onboarding Priority (New Report)

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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