Inside ZoomInfo: How Scaled Onboarding Became a Customer Lifecycle Engine

Scaled onboarding is an operating strategy, not a portal

Scaling the customer experience takes more than launching a self-service destination. Behind every effective digital journey is an operating model connecting segmentation, routing, milestones, content, data, governance, automation, and human intervention.

Join Nate Alcorn, Manager of CX Operations at ZoomInfo, and Shachar Avrahami, VP of Product at Base AI, to learn how ZoomInfo moved beyond high-touch by default and turned an onboarding capacity solution into a broader customer lifecycle engine.

They will unpack where human support improves outcomes, how the team responds when customers disengage, and how automation frees people to focus on moments requiring judgment and empathy.

What you’ll learn

• Why scaled onboarding is more than a customer portal
• How to move beyond high-touch by default
• How onboarding can become a lifecycle engine
• What disengaged customers can teach you
• How to make low-touch experiences feel personal
• How automation creates better human moments

Who should attend

This session is designed for customer leaders building connected post-sale journeys:

• Chief Customer Officers
• VPs of Customer Success
• Customer Experience and Operations leaders
• Digital Customer Success leaders
• Customer onboarding leaders
• Lifecycle and customer engagement teams
• Customer marketing leaders

Scale the journey. Elevate the moments that matter.

See how ZoomInfo built a faster, more intentional model for customer engagement without making the experience less personal.

• How to use AI to scale onboarding
• Turning onboarding into a lifecycle engine
• Making low-touch experiences feel personal
• How automation creates better human moments
• Why onboarding should be part of a full post-sale system
• Moving beyond high-touch by default
• What disengaged customers can teach you