Personalizing Onboarding at Scale With Hands-On, Continuous Learning

BY Tabitha Cabrera | December 01, 2025

As organizations grow and adopt new technology, delivering onboarding that is both personalized and scalable has become increasingly challenging. Whatfix aims to solve that challenge by helping companies get more value from their digital tools throughout the entire application life cycle, supported by Gen AI. Its product suite includes a digital adoption platform, simulated application environments for hands-on training, and no-code application analytics.

“How do we actually get our people to use the technology we invest in, especially in an age of constant updates, new tools and now with the explosion of AI?” asks Sunil Kumar, product marketing specialist at Whatfix. Kumar spoke during a From Day One webinar about “Personalizing Onboarding at Scale With Hands-On, Continuous Learning.”

The company has been focused on this challenge since its founding in 2014, and it’s even more relevant in the age of AI. “AI is adding complexity for users rather than reducing it, because it’s centered on the application instead of the user,” said Kumar. 

Relationships cannot be built with the user if their first experience is one of friction, confusion and complexity. Even after training, many workers struggle to integrate new technology into their daily workforce, Kumar says. Users find it hard to seek help when the poor knowledge retention sets in. “They pause, they search, they ask around, and that’s a direct loss and productivity, not just from themselves, but even the person that they are asking that assistant from,” Kumar said. 

Getting the Most Out of Training

Sunil Kumar, a strategic product marketing leader at Whatfix, led the webinar (company photo)

Kumar emphasized three essentials. First, organizations should leverage L&D technology to enable learning in the flow of work, creating experiences that give employees instant access to the information they need.

Second, they should prioritize upskilling and reskilling to bridge skill gaps and improve agility, rather than treating training as a simple completion exercise. 

And third, they should embrace continuous learning by moving away from one-and-done events and adopting microlearning and ongoing reinforcement to strengthen knowledge retention. “When you execute this strategy, the user is truly at the center,” Kumar said. 

Restructuring the Onboarding Process

One company was able, by using Whatfix, to reduce 19 learning modules to one onboarding course resulting in a 95% automation so that delivery teams could now focus on selling rather than doing manual work, Kumar says. This was done by creating interactive on-demand training in the flow of work, and they were able to create personalized assistance that was specific to the users. 

Additionally, this client had a global team spread across Europe and the U.S., and they implemented language translation to eliminate the need for manual translation, says Kumar. 

By implementing these strategies you “create a habit and kind of a rhythm, and it makes work more satisfying when one has the right tools. If you don’t have the tools, it can be emotionally frustrating,” he said. A core value at Whatfix is the importance of userization, the idea of making technology intuitive for users rather than expecting users to become tech savvy.

It’s important for companies to keep up with technology, but by making it user friendly, employees face a shorter learning curve during training. Whatfix addresses this challenge by providing technology designed to be intuitive and user savvy, Kumar says. 

Editor's note: From Day One thanks our partner, Whatfix, for sponsoring this webinar. 

Tabitha Cabrera, Esq. is a writer and attorney, who has a series of inclusive children's books, called Spectacular Spectrum Books. 

(Photo by metamorworks/Shutterstock)

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