Customer experience management (CEM) is about managing the customer-interactions to exceed their expectations. It aims to elevate customer satisfaction to achieve customer delight and maximize the intuitive aspects of loyalty and advocacy. Constantly growing in importance, the domain of customer experience is being viewed as the single differentiating factor to define the competitive-edge among the competing businesses. As CEM can be used to maximize customer-loyalty, it reduces the churn-rate and boosts conversions. When businesses gain the key understanding of their customers’ behavior, it also serves as a vital aspect in attracting and engaging customers in a cost-effective way.