What If Onboarding Is Where It All Goes Wrong?

Most companies focus on customer experience. But what if the real problem starts before the customer even exists? In this episode of the DesignRush Podcast, host Kia Johnson sits down with Janell Scott, Vice President of Talent and Delivery at Hugo Inc., to explore why your first customer is actually your new hire, and how onboarding directly impacts performance, retention, and revenue. Janell explains that one of the biggest gaps in modern organizations is the disconnect between executive expectations and frontline execution. While leadership focuses on growth, KPIs, and customer satisfaction, the employee experience is often overlooked.

This creates a breakdown where the people responsible for delivering customer experience are not set up for success from day one. The conversation dives into the critical first 30 days, where new hires form lasting impressions about leadership, culture, and their future within the company. When onboarding is rushed, overly automated, or lacks personal connection, it can negatively impact engagement, confidence, and long-term performance.

The episode also explores how artificial intelligence is transforming onboarding and training. From AI-powered simulations to real-time feedback systems, Janell shares how companies can accelerate learning, improve time to proficiency, and scale teams more effectively, without losing the human connection that drives retention.