Customer Experience Management (CEM) is a business strategy that focuses on creating personalized interactions across physical and digital touchpoints to optimize the customer experience. CEM fundamentally relies on strong customer data analytics to reveal critical insights into customer behavior and expectations, so that changes and new customer experiences can be created and tailored to different customer segments. CEM is sometimes abbreviated as CXM.

CEM is not the only meaning of the acronym. CEM can also refer to Certified Energy Manager, which is an individual who optimizes the energy performance of a facility, building, or industrial plant.