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Privacy Policy

Customer Experience Live is committed to fair information practices. Customer Experience Live respects the privacy and security of its users. Our goal is to provide you with a rich and personalized web service that is most relevant to you. Customer Experience Live will collect information during your visits in order to understand your usage and ensure future content availability that reflect your needs. Customer Experience Live will not disclose any information collected during your visits to any third party.

 

Data controller: Customer Experience Live

 

1. INTRODUCTION

Customer Experience Live is an insights and intelligence organisation with a focus on industry reports, programs, events, research, videos, and insight reports We take our responsibilities as a data controller seriously and are committed to using the personal data we hold in accordance with the law.

This Privacy Policy is compliant with the General Data Protection Regulation (GDPR) 2016/679, and it provides detailed information about how we process personal data. Please read it carefully and, if you have questions regarding your personal data or its use, please contact us via email on enquire@customer-experience.live.

2. TYPES OF PERSONAL DATA WE PROCESS

We process personal data about members, advisors, speakers, and attendees to our events.

The personal data we process takes different forms – it may be factual information, expressions of opinion, images or other recorded information which identifies or relates to a living individual. Examples include:

(i) names, addresses, telephone numbers, e-mail addresses and other contact details;

(ii) images, audio and video recordings from virtual meetings, exchanges and conferences;

(iii) courses, meetings exchanges and conferences attended;

(iv) views shared in virtual meetings, exchanges and conferences;

 

3. THE INFORMATION WE COLLECT OR OBTAIN

(i) We collect information about you;

(a) from your attendance at previous events, or because your contacted us;

(b) from your use of our website using cookies, or you filled a contact form on our website;

(c) from third party data suppliers;

 

4. THE INFORMATION WE COLLECT WHEN YOU VISIT

(i) Customer Experience Live collects information in several ways: from our Web server logs, cookies and also specific searches you may conduct.

 

Examples of information we may track include:

(a) the number of links clicked within the site;

(b) the state or country from which you accessed the site;

(c) the date and time of your visit;

(d) the pages you viewed on the site​;

5. COLLECTING, HANDLING AND SHARING PERSONAL DATA

(i) We collect most of the personal data we process directly from the individual concerned (or in the case of students, from their schools);

(ii) In some cases, we collect data from third parties (for example, professionals or authorities we work with) or from publicly available resources;

(iii) Personal data held by us is processed by appropriate members of Customer Experience Live for the purposes for which the data was provided;

(iv) We take appropriate technical and organisational steps to ensure the security of personal data about individuals, including policies around use of technology and devices;

(v) We do not transfer personal data to third parties;

(vi) We do not sell personal data to other organisations for their own purposes;

(vii) We may share personal data with sponsors and third parties to fulfill contractual obligations;

6. PURPOSES FOR WHICH WE PROCESS PERSONAL DATA 

(a) We process personal data to support the organization’s activities and in particular for:

(i) The selection and admission of attendees to our virtual meetings, exchanges and conferences;

(ii) The provision of content to all members;

(iii) The research into and development of future intelligence reports, virtual meetings, exchanges and conferences and assessing current program progress;

(iv) Maintaining relationships with partners and the wider community by communicating with executives regarding upcoming events and programs;

(v) Sharing the data with third parties to fulfill contractual obligations;

 

7.  PARTNERSHIPS AND KEEPING IN TOUCH 

(i) We collaborate and partner with companies who want to support our events;

(ii) We do not use third-party profiling companies but we may analyse publicly available data about potential sponsors (e.g. from LinkedIn) to create a profile of interests and preferences so that we can make appropriate requests;

(iii) We ask you to join the Customer Experience Live Mailing List in order to keep you updated about our activities and invite you to events of interest by email;

(iv) You can join the list if you complete the subscription form;

(v) Note that you can unsubscribe from the our Mailing List at any time by following the link in all emails we send to you;

 

8.  HOW LONG WE KEEP PERSONAL DATA

(i) We retain personal data only for a legitimate and lawful reason and only for so long as necessary or required by law;

(ii) If you have any specific queries about our record retention periods or wish to request that your personal data is considered for erasure, please contact us at enquire@customer-experience.live;

 

9.   YOUR RIGHTS

(i) You have various rights under GDPR to access and understand the personal data we hold about you, and in some cases to ask for it to be erased or amended or for us to stop processing it, but subject to certain exemptions and limitations;

(ii) You always have the right to withdraw consent, where given, or otherwise object to receiving generic or upcoming programs/ events communications;

(iii) If you would like to access or amend your personal data or would like it to be transferred to another person or organisation or have some other objection to how your personal data is used, please make your request in writing to enquire@customer-experience.live;

(iv) We will respond to any such written requests as soon as is reasonably practicable and in any event within statutory time-limits, which is one month in the case of requests for access to information;

(v) We will be better able to respond quickly to smaller, targeted requests for information. If the request is manifestly excessive or similar to previous requests, we may ask you to reconsider or charge a proportionate fee, but only where GDPR allows it;

(vi) You should be aware that certain data is exempt from the right of access. This may include information which identifies other individuals, or information which is subject to legal privilege. We are also not required to disclose any program outcomes, nor any confidential reference given by orgnaisations;

10.  MEMBER DATA

(i) The rights under Data Protection legislation belong to the individual to whom the data relates;

(ii) However, we will often rely on organisational consent to process individual data relating to employee’s (if consent is required) unless, given the nature of the processing in question, and the employee’s understanding, it is more appropriate to rely on the employee’s consent;

(iii) Organisations should be aware that in such situations they may not be consulted, depending on the interests of the employee;

11.   CHANGE OF DETAILS 

(i) We try to ensure that all personal data held in relation to an individual is as up to date and accurate as possible;  

(ii) Please notify Customer Experience Live of any changes to important information, such as contact details, held about you;

12 LEGAL BASIS FOR INFORMATION WE COLLECT WHEN YOU CONTACT US

(i) We collect and use information from individuals who contact us in accordance with clause 10;

(ii) The information is collected, but not limited to, via email, contact form on our website, phone, post;

(iii) The Legal basis for processing: our legitimate interests (Article 6(1)(f) of the General Data Protection Regulation);

(iv) Legitimate interest(s): responding to inquiries and messages we receive and keeping records of correspondence;

(v) egal basis for processing: necessary to perform a contract or to take steps at your request to enter into a contract (Article 6(1)(b) of the General Data Protection Regulation);

(vi) Legal basis to perform a contract: where your message relates to us providing you with goods or services or taking steps at your request prior to providing you with our goods and services (for example, providing you with information about such goods and services), we will process your information in order to do so);

 

(13) TRANSFER AND STORAGE OF YOUR INFORMATION

(i) We use a third party email provider to store emails you send us. Our third-party email provider is located in Israel;

(ii) Emails you send us will be stored within OR outside the European Economic Area on our servers. Our email servers are with Google;

 

(14) MARKETING COMMUNICATIONS

(i) We send you marketing communication as our research indicates you have an interest in this topic or you may have expressed a previous interest in the topic;

(ii) You may also have participated in a CX Live event, or collaborated, connected or corresponded with CX Live;

(iii) Legal basis for processing: our legitimate interests (Article 6(1)(f) of the General Data Protection Regulation);

(iv) Legitimate interests: direct marketing and advertising our products and services;

(v) You can opt-out from receiving marketing communications in relation to our products and services by clicking on the unsubscribe box in any of our emails;

 

(15) WHERE WE RECEIVE INFORMATION ABOUT YOU IN ERROR

(i) If we receive information about you from a third party in error and/or we do not have a legal basis for processing that information, we will delete your information;

 

(16) GOOGLE ANALYTICS

(i) Information collected by Google Analytics (your IP address and actions you take in relation to our website) is transferred outside the EEA and stored on Google’s servers. You can access Google’s privacy policy here: https://www.google.com/policies/privacy/;

(ii) Country of storage: United States of America. This country is not subject to an adequacy decision by the European Commission;

(iii) Safeguard(s) used: Google has self-certified its compliance with the EU-U.S. Privacy Shield which is available here: https://www.privacyshield.gov/welcome. The EU-U.S. Privacy Shield is an approved certification mechanism under Article 42 of the General Data Protection Regulation, which is permitted under Article 46(2)(f) of the General Data Protection Regulation. You can access the European Commission decision on the adequacy of the EU-U.S. Privacy Shield here: http://ec.europa.eu/justice/data-protection/international-transfers/adequacy/index_en.htm;

 

(17) YOUR RIGHTS IN RELATION TO YOUR INFORMATION

(i) Subject to certain limitations on certain rights, you have the following rights in relation to your information, which you can exercise by writing to or sending an email

to enquire@customer-experience.live;

(a) to request access to your information and information related to our use and processing of your information;

(b) to request the correction or deletion of your information;

(c) to request that we restrict our use of your information;

(d) to receive information which you have provided to us in a structured, commonly used and machine-readable format (e.g. a CSV file) and the right to have that information transferred (e) to another data controller (including a third party data controller);

(f) to object to the processing of your information for certain purposes (for further information, see the section below entitled Your right to object to the processing of your information for certain purposes);

(g) to withdraw your consent to our use of your information at any time where we rely on your consent to use or process that information. Please note that if you withdraw your consent, this will not affect the lawfulness of our use and processing of your information on the basis of your consent before the point in time when you withdraw your consent.

In accordance with Article 77 of the General Data Protection Regulation, you also have the right to lodge a complaint with a supervisory authority, in particular in the Member State of your habitual residence, place of work or of an alleged infringement of the General Data Protection Regulation.  

(18) CALIFORNIA DO NOT TRACK DISCLOSURES

(i) “Do Not Track” is a privacy preference that users can set in their web browsers;

(ii) When a user turns on a Do Not Track signal in their browser, the browser sends a message to websites requesting that they do not track the user;

(iii) For information about Do Not Track, please visit www.allaboutdnt.org;

(iv) At this time, we do not respond to Do Not Track browser settings or signals;

(v) In addition, we use other technology that is standard to the internet, such as pixel tags, web beacons, and other similar technologies, to track visitors to the website;

(vi) Those tools may be used by us and by third parties to collect information about you and your internet activity, even if you have turned on the Do Not Track signal;

(v) For information on how to opt out from tracking technologies used on our website, see our cookies policy.