Earlier this year I produced a report on Customer Experience Management (CEM). CEM is a major airline trend intended to gather customer insight from all points of passenger interaction and deliver more personalized services at every customer touchpoint.  The report is now available for free download (Simply click on the Image to download this report). The study reviews the state of airline CEM efforts, the barriers and challenges in executing the CEM vision and a notional architectural framework for creating a CEM platform.