Why Win with CX Wins at CX as a Service™

Gartner recently made headlines by dropping the term CXaaS (Customer Experience as a Service), citing industry pushback and confusion. The analyst firm admitted that what they were calling CXaaS never fully captured the end-to-end customer experience, and instead it was largely a bundle of contact center technologies like CCaaS, CPaaS, and CRM integrations.

In their own words, “the term wasn’t quite accurate, since there is more to CX than flows through these platforms.” Instead, Gartner has pivoted to a new label—Omnichannel Conversational Platforms (OCP)—focusing solely on the tools that handle interactions rather than the full journey customers take with a brand. (Click here for the full article)

With Gartner moving away, that’s exactly why Win with CX embraces the term CX as a Service—because we actually mean it.

Gartner Mistook Toolset for Experience

Gartner’s version of CXaaS was inherently technology-centric, describing a world where companies “buy CX” as a pre-packaged stack of software. It was:

• Platform-first – Framed as CCaaS + CPaaS + service CRMs, ignoring upstream and downstream experience
  
  
• Contact-center bound – Defined by call routing and interaction flows, leaving marketing, onboarding, and renewals outside the conversation
  
  
• Not outcome-driven – Tools don’t deliver value unless they’re embedded in a holistic CX strategy
  
  

It’s no wonder the market pushed back. Companies need more than an acronym—they need results: reduced churn, increased lifetime value, and customers who advocate for their brand.

Win with CX: The True CX as a Service (CXaaS™)

At Win with CX, we embrace CX as a Service because we actually deliver it.

Unlike Gartner’s tech bundle approach, our CXaaS is end-to-end—a mix of leadership, operations, and insights designed to drive outcomes across the entire customer journey.

Here’s how we bring CXaaS™ to life:

1. Fractional CX Leadership
   We embed senior CX leaders who create strategy, align stakeholders, and define clear post-sales outcomes—without you needing to hire full-time execs.
   
   
2. Complete CX Operations
   
   
   • Customer onboarding & implementation
     
     
   • Customer success management (CSM)
     
     
   • Training, enablement, and adoption programs
     
     
   • Renewal planning and expansion strategies
     
     
3. Data-Driven Insights & Dashboards
   We turn customer feedback, product usage, and support interactions into actionable insights that reduce churn and increase NRR.
   
   
4. Continuous Improvement Loop
   CX isn’t static. We ensure customer feedback informs your product roadmap, support processes, and go-to-market strategy—driving tangible business impact.

Why Our Approach Wins

By combining leadership, operations, and analytics, we offer CXaaS that actually delivers business results—increasing retention, NRR, and customer advocacy.

The Bottom Line

While Gartner may have shelved CXaaS, at Win with CX, we're redefining it—not as a shiny buzzword, but as a full-stack CX practice aligned around value, retention, and customer growth.

If you want a true Customer Experience as a Service solution—one that aligns strategy, execution, and outcomes across your customer journey—Win with CX is ready to lead the way.

Stop buying tools. Start buying results.
That’s the power of CX as a Service™.

Ready to Win with CX?

If your company is:

• Struggling to scale Customer Success and/or functions within your organization
  
  
• Losing customers faster than you can sign new ones
  
  
• Or simply wants a world-class CX function without the overhead
  
  

Then CX as a Service (CXaaS)™ is your next growth lever.

Let’s talk. Win with CX helps you retain more revenue, delight more customers, and finally get the post-sales engine your business deserves.