Customer Experience Management (CEM) refers to the strategies and processes that businesses use to oversee and improve the interactions customers have with their brand. This includes every touchpoint, from initial awareness to post-purchase support, ensuring a seamless and positive experience throughout the customer journey. Effective CEM involves gathering and analyzing customer feedback, understanding their needs, and personalizing interactions. By focusing on enhancing customer satisfaction and loyalty, companies can foster long-term relationships, ultimately leading to increased sales and a stronger brand reputation in the competitive market.