How Okta Drove 3x Feature Adoption with Goal-Based Digital Success Plans

Okta is the leading independent identity provider. Its mission is to free anyone to safely use any technology. From workforce identity to customer identity, Okta powers secure access for some of the world's most forward-thinking organizations.

The Challenge

Okta's Digital Success team needed a scalable way to deliver success plans to accounts without CSM coverage. They already had a strong internal framework, the Okta Identity Maturity Model, which gave customers a clear road map to success based on what they were trying to achieve. What they lacked was an efficient way to activate it across their digital segments.

Key challenges:

• No structured way to capture and activate customer business goals at scale.
• Business goals discussed during pre-sales were buried in Salesforce notes and couldn't be used programmatically.
• Product usage data lived in Databricks but wasn't connected to planning workflows or digital engagement.
• Success plans for unmanaged accounts had to be built by hand, which didn't scale.
• Any new framework had to run without adding manual work for CSMs.

Okta needed a digital-first system that could combine goal capture with live product data to deliver contextual, automated success plans, fully integrated with Salesforce and the rest of its stack, and agile enough to evolve quickly.

We needed a platform that could dynamically personalize recommendations, based on real-time product usage and customer goals. EverAfter by Base AI made that possible.

The Solution

Okta used EverAfter by Base AI to launch an automated, embedded success plan experience that personalizes every customer journey at scale. By connecting Databricks, Gainsight, Salesforce, and Pendo, Okta created a self-serve planning experience that adapts in real time.

• Goal capture embedded in the flow: Customers start by selecting their business goals from a curated list. Those goals sync directly into Gainsight and power personalized messaging, adoption prompts, and lifecycle journeys.
• Real-time personalization: EverAfter by Base AI pulls live usage data from Databricks to place each customer on the maturity model. Based on which features are enabled, a dynamic plan is generated.
• Success plans that update live: Completed actions are checked off automatically. Remaining steps map to both goals and adoption gaps, and the plan changes as customer behavior changes.
• Delivered where customers already work: The experience is embedded in Okta's Customer Success Hub, built on Salesforce Experience Cloud. No new tools or portals.
• Feedback drives iteration: Customer feedback is collected inside the experience and used to shape the next cohort. Language, structure, and content evolve with each rollout.

The Results

EverAfter by Base AI gave us the infrastructure to operationalize a personalized experience, backed by data, across a large segment.

The results proved Okta could deliver personalized, data-driven programs at scale, and improve the customer experience without relying on one-to-one human support. The 3x lift in feature adoption showed that when recommendations are tied to customer goals and live product usage, customers act on them. Capturing 20% of customer goals in the first week, from a less engaged segment, opened new options for segmentation, targeting, and tailored engagement. And because the experience was fully automated, the model was scalable from day one.

Okta chose EverAfter by Base AI because it worked with its existing systems, not against them. It integrated directly with Databricks, Salesforce, and Gainsight, and embedded natively in the Customer Success Hub. Flexible data connections, fast implementation, and no disruption to internal workflows let Okta launch quickly, iterate confidently, and extend the model across the lifecycle.

What's Next

Following the success of the unmanaged rollout, Okta is extending the experience to more teams and more stages of the customer journey. Each new use case runs on the same foundation, real-time data, goal-based personalization, and embedded delivery, so the team can iterate fast without adding manual effort:

• High-touch accounts: Bringing the experience to CSM-supported segments with shared visibility, collaborative planning, and maturity-based actions.
• Customer onboarding: A guided onboarding flow that helps newly activated customers complete key setup and adoption milestones.
• Lifecycle success reviews: A year-in-review experience that shows adoption progress, impact delivered, and next best actions.
• Pre-sales enablement: A version of the interface for product marketing, so prospects can see what success looks like before they buy.