customer experience

Customer Experience Management (CEM, CXM) is concerned with the customer-product relationship. It investigates the emotional attachment of users to products and services with the aim of creating positive-emotional bonds in order to turn satisfied customers into loyal customers. Loyal, emotionally enthusiastic customers are ambassadors for companies, products and services - and thus an invaluable marketing tool.

The term Customer Experience is also often abbreviated as CX. While CX deals with the customer, the user experience deals with the user. There is a large intersection of the two topics.