Gartner defines customer experience management (CEM) as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” It is a strategy that requires process change and many technologies to accomplish.

Also, see this Gartner Summit event related to Customer Relationship Management (CRM). SummaryArticle NameCustomer Experience ManagementGartner, Inc.Gartner, Inc.DescriptionGartner defines customer experience management (CEM) as "the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy."