As a globally recognized thought leader in customer onboarding and success, Donna brings deep expertise, fresh perspective, and unmatched energy to the virtual stage this year at Onboarding World 2025.
With the event right around the corner, we sat down with Donna to talk about what she’s seeing in the industry, conversations she hopes to inspire, and what makes this moment in onboarding especially exciting. Plus, don’t miss a few fun facts about this year’s master of ceremonies.
Let’s Get Down to Business: Onboarding World 2025
What excites you most about being the keynote speaker at Onboarding World 2025?
Onboarding World brings together the brightest minds in our field. I’m excited to participate and learn. I’m also thrilled to set the tone for the event by challenging us all to think bigger about onboarding: not as a series of steps, but as a growth engine that drives customer loyalty and revenue.
Why is it important for companies to invest in onboarding as a strategic function, not just a phase?
Because first impressions don’t just matter, they last. Customers make decisions in the first weeks that impact whether they’ll stay, grow, or leave. Treating onboarding as a strategic function ensures every customer starts strong, sees value fast, and becomes an advocate. When done right, onboarding sets the foundation for product adoption, customer engagement, and long-term success for both you and your customers.
What kinds of conversations are you hoping to spark at this year’s event?
I’m excited to explore how companies are defining, delivering, and measuring value. After all, onboarding doesn’t matter when it’s not tied to business value outcomes. I'm also looking forward to candid conversations about breaking down silos, aligning teams, and making onboarding the heartbeat of customer-led growth.
What’s one mindset shift you believe every onboarding or client-facing team needs to make in 2025?
Move the focus from your products to your customers. Stop thinking “How do I teach customers to use the product?” and start asking “How do I help customers and their users succeed at what they care about most?” That shift changes everything: how you align teams, adjust priorities, engage with customers, and measure metrics.
Let’s Get Personal: A Few Facts You Didn’t Know About Donna
What sparked your passion for onboarding and customer success?
For years, I’ve been watching the same pattern everywhere: companies pour resources into acquiring customers, then forget about them the moment the contract is signed. Sales teams celebrate deals while onboarding and customer success teams scramble to deliver on promises that were never clearly defined.
Someone needed to wave the flag for the customer. So, I decided that someone would be me. It quickly became clear that when you deliver value at the beginning of the customer journey, customers stick around and buy more.
Do you have any rituals or prep routines before stepping on stage?
I focus on serving the audience. Rather than having all the answers, I’m delighted to share my experience, strength, and hope for customer onboarding. I also take a moment to do a “Wonder Woman power pose,” with a big smile on my face.
What is something people may not know about you?
I’m a whitewater kayaker. Navigating rapids is a lot like onboarding: you stay present, read the currents, anticipate obstacles, and stay agile to safely reach the finish.
Thanks for chatting with us, Donna! We’re excited to have you kicking off Onboarding World 2025 and can’t wait to hear more from you during the keynote.
Don’t miss your chance to be part of the conversation. Join us at Onboarding World 2025!