  With advancements of next-generation programmable networks a traditional
rule-based decision-making may not be able to adapt effectively to changing
network and customer requirements and provide optimal customer experience.
Customer experience management (CEM) components and implementation challenges
with respect to operator, network, and business requirements must be understood
to meet required demands. This paper gives an overview of CEM components and
their design challenges. We elaborate on data analytics and artificial
intelligence driven CEM and their functional differences. This overview
provides a path toward autonomous CEM framework in next-generation networks and
sets the groundwork for future enhancements.
