Privacy Policy

Last Updated: 18th July 2025

1. Introduction Welcome to CX Alive! This Privacy Policy explains how CX Alive! ("we," "us," or "our") collects, uses, stores, and protects your personal data when you visit our website www.cx-alive.com, engage with our services, or interact with us online.

We are committed to protecting your privacy and handling your data in an open and transparent manner, in compliance with the UK General Data Protection Regulation (UK GDPR) and other applicable data protection laws.

2. Who We Are CX Alive! Ltd. Registered Office: 128 City Road, London, EC1V 2NX Company Number: 16586459 Email: hello@cx-alive.com

For data protection queries, please contact Ben Phillips, Founder, ben.phillips@cx-alive.com.

3. Data We Collect About You Personal data means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store, and transfer different kinds of personal data about you which we have grouped together as follows:

• Identity Data: first name, last name, title, company name.

• Contact Data: email address, telephone number, company postal address.

• Technical Data: internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website.

• Usage Data: information about how you use our website and services, pages visited, time spent on pages.

• Marketing and Communications Data: your preferences in receiving marketing from us and your communication preferences.

• Get in touch form: details of your CX strategy challenges and business needs, leading you to visit our website and make contact with CX Alive! 

We may also collect, use, and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect information about criminal convictions and offences.

4. How Is Your Personal Data Collected? We use different methods to collect data from and about you, including through:

• Direct interactions: You may give us your Identity and Contact Data by filling in forms or by corresponding with us by phone, email, or otherwise. This includes personal data you provide when you:

• Enquire about our services.

• Request business materials to be sent to you.

• Give us feedback.

• Automated technologies or interactions: As you interact with our website, we automatically collect Technical Data and Usage Data about your equipment, Browser actions, and patterns. We collect this personal data by using cookies and other similar technologies. Please see our [Cookie Policy/Cookies section below] for more details.

• Third parties or publicly available sources: We may receive personal data about you from various third parties and public sources as set out below:

• Technical Data from analytics providers (e.g. Google Analytics).

• Contact, Financial and Transaction Data from providers of technical, payment and delivery services (although we do not currently, nor do we plan to, enable online financial transactions).

• Identity and Contact Data from publicly available sources (e.g., Companies House, LinkedIn, business directories, etc).

5. How We Will Use Your Personal Data We will only use your personal data as the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Where we need to perform the contract we are about to enter into or have entered into with you.

• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.

• Where we need to comply with a legal obligation.

• Generally, we do not rely on consent as a legal basis for processing your personal data, although we will get your consent before sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.

Purposes for which we will use your personal data:

Purpose/Activity

To respond to Get in touch enquiries

To register you as a new client

To provide our services (Vodcasts, reporting)

To manage our relationship with you

To improve our website, products/services

To send you marketing communications

To comply with legal obligations

6. Marketing We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.

• Promotional offers from us: We may use your Identity, Contact, Technical, and Usage Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services, and offers may be relevant for you.

• Third-party marketing: We will get your express opt-in consent before we share your personal data with any third party for marketing purposes.

• Opting out: You can ask us to stop sending you marketing messages at any time by contacting us at hello@cx-alive.com at any time.

7. Disclosures of Your Personal Data We may share your personal data with the parties set out below for the purposes described in the table above:

• Internal Third Parties: Other companies in our group acting as joint controllers or processors and who provide IT and system administration services and undertake leadership reporting.

• External Third Parties:

• Service providers acting as processors who provide IT and system administration services (e.g., website hosting, email provider).

• Professional advisers acting as processors or joint controllers including lawyers, bankers, auditors, and insurers who provide consultancy, banking, legal, insurance, and accounting services.

• HM Revenue & Customs, regulators, and other authorities acting as processors or joint controllers based in the United Kingdom who require reporting of processing activities in certain circumstances.

• Video software providers who will enable the conduct, recording and stage of CX Alive! Vodcasts. CX Alive!currently uses the following providers for these activities:

• Google Meet (for online meetings)

• Riverside.fm (for Vodcast recording and editing)

• Microsoft Clipchamp (for Vodcast recording and editing)

• Current and future partners who will work with CX Alive! to provide contracted services and perform analysis and reporting. CX Alive! Currently works with the following partners:

• Neos Wave (for data analysis, reporting production and AI services)

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow any of our third-party service providers to use your personal data for their own purposes and we will only permit them to process your personal data for specified purposes and in accordance with our instructions.

8. International Transfers Some of our service providers are based outside the UK/EEA so their processing of your personal data may involve a transfer of data outside the UK/EEA. These are:

• Google Workspace (local & global)

• Riverside.fm (AWS, local & global)

• Microsoft Clipchamp (local & global)

• Neos Wave (for data analysis, reporting production and AI services)

9. Data Security We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors, and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

10. Data Retention We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting, or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the data, the potential risk of harm from unauthorised use or disclosure of your data, the purposes for which we process your data, and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting, or other requirements.

11. Your Legal Rights Under certain circumstances, you have rights under data protection laws in relation to your personal data. These include the right to:

• Request access to your personal data.

• Request correction of your personal data.

• Request erasure of your personal data.

• Object to processing of your personal data.

• Request restriction of processing your personal data.

• Request transfer of your personal data.

• Right to withdraw consent (where consent is the lawful basis).

If you wish to exercise any of the rights set out above, please contact us at hello@cx-alive.com.

You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance.

12. Changes to the Privacy Policy We keep our Privacy Policy under regular review. This version was last updated on 18th July 2025. There are no previous versions to this policy, but in the future any historic versions can be obtained by contacting us.