Customer experience management (CEM) is garnering increasing popularity mainly driven by the application of tools that are employed for analyzing customer feedback from various touch points such as company websites, branch, Web, mobile and social media. CEM, as a concept, has gaining widespread adoption because it enables companies to serve customers efficiently, thereby creating retention, reducing churn and improving competitive abilities. In the previous year, several companies had begun to invest heavily on solutions that optimize interactions from the customer's perspective and thereby enhance customer loyalty. Growth of communication media majorly affects customer expectations and behavior, ultimately impacting end user experiences. To understand these experience and drive the appropriate insight from voice of the customer (VOC), companies uses analytical tools such as enterprise feedback management (EFM) software, text analytics, web analytics, speech analytics and other analytics.