Most onboarding programs fail. Here’s how to fix yours at scale

​165,000 Users a Year. One Chance to Get It Right.
Learn how to design onboarding that scales, sticks, and drives real value — fast.

​In his last role, Lewis Willoughby helped onboard 165,000 users annually — and built systems that formed lasting product habits without burning out the CS or Product teams. Now, he’s sharing the mindset and tactics you can steal to drive better activation and usage from Day 1.

​You’ve got one shot to make users fall in love with your product. And most onboarding flows blow it — because they treat activation as a checklist, not a behaviour change.

​That first experience isn’t just “welcome” — it’s make-or-break.
CS teams get buried in reactive tickets. Product teams track the wrong metrics. And worst of all? Your users bounce before they ever build a habit.

​This isn’t about adding more emails or videos. It’s about understanding what good usage really looks like — then guiding users toward that behaviour, fast. In this strategy session, Lewis will share:

​🧠 What you’ll learn:

• ​The mindset shift that helped his team onboard 165,000 users a year

• ​Why most activation metrics are flawed — and what to track instead

• ​3 onboarding improvements you can make tomorrow

• ​How to align Product + CS around user behaviour and business impact

• ​A framework to design onboarding around value loops, not feature lists
  

​🎤 Who’s speaking:
Lewis Willoughby is the former Head of Account Management at Kognity, where he scaled onboarding to serve over 165,000 users annually. He’s now Head of International Sales & CS at Lexplore, bringing product-led growth and human-led activation together at scale.

​🙌 If you lead CS, Product, or Onboarding — this is your blueprint to doing it better, faster, and smarter.
⏳ Limited seats. No replays unless registered.