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Privacy Policy

How CXOrbit collects, uses, and protects your data — on this website and across our customer experience platform.

Last updated: August 12, 2026

CXOrbit ("we", "us", "our") operates the website www.cxorbit.app and the CXOrbit customer experience management platform (the "Platform"). This Privacy Policy explains what data we collect, why we collect it, and the choices you have.

By using our website or Platform, you agree to the practices described in this policy. If you do not agree, please do not use our services.

1. Who we are

CXOrbit is a customer experience management platform for automated multichannel feedback, real-time CX analytics, and closed-loop issue resolution. We are built and supported by a local implementation and support team.

Contact: [email protected] · Contact details

2. The data we collect

We distinguish between two groups: website visitors and end-customers whose feedback is processed on the Platform by our clients.

2.1 Website visitors

If you browse our site or submit the "Get a quote / Book a pilot" form on the Pricing page, we may collect:

  • Quote form data: full name, company, work email, company size, preferred deployment model, and your message describing what you're looking to solve.
  • Analytics data: pages visited, referral source, approximate geographic location (country/region), device type, browser, and session behavior — collected via Google Analytics and Microsoft Clarity (see Section 4).
  • Technical data: IP address, browser type, and timestamps, collected automatically in server logs for security and site operation.

2.2 End-customer feedback data (processed on behalf of clients)

When a client uses the CXOrbit Platform, the Platform processes feedback responses submitted by the client's own customers across Email, SMS, WhatsApp, Web, and IVR. This may include:

  • Survey responses and free-text feedback across any supported channel.
  • Calculated CX scores (CSI, NPS, CSAT, CES) and semantic/sentiment analysis output.
  • Case and resolution data generated by the closed-loop workflow.
  • Customer contact details (e.g. email address, phone number) as needed to deliver surveys and route cases.

For this data, the client (our customer) acts as the data controller and CXOrbit acts as a data processor. We process end-customer feedback data only on the documented instructions of the client and in accordance with any applicable data processing agreement (DPA).

3. How we use your data

  • Quote requests: to respond to your inquiry, prepare a tailored quote, and propose a pilot scope.
  • Platform operation: to deliver, maintain, and improve the CXOrbit Platform for our clients and their end-customers.
  • Analytics & improvement: to understand how visitors use our website and to improve site content and performance.
  • Security: to monitor and protect our website and Platform against fraud, abuse, and unauthorized access.
  • Legal compliance: to meet obligations under applicable law.

We do not sell your personal data to third parties.

4. Cookies & tracking technologies

Our website uses the following third-party analytics and tracking tools:

  • Google Analytics 4 (property ID: G-63T5739BER) — collects anonymized usage data to help us understand site traffic and behavior.
  • Microsoft Clarity (project ID: xnwezvyqxy) — provides session recordings and heatmaps to help us improve usability.

These tools may set cookies on your device. You can control or disable cookies through your browser settings. Disabling cookies may affect some site functionality. You can also opt out of Google Analytics via the Google Analytics Opt-out Browser Add-on.

We do not use cookies for targeted advertising.

5. Legal basis for processing (GDPR / UK GDPR)

Where we process personal data of individuals in the EU or UK, our legal bases are:

  • Consent — for analytics cookies and tracking tools.
  • Contractual necessity — for processing quote requests and operating the Platform under client agreements.
  • Legitimate interests — for site security, fraud prevention, and product improvement, where those interests are not overridden by your rights.
  • Legal obligation — where required by applicable law.

6. Data sharing & third-party processors

We share data only with trusted third parties that help us operate our website and Platform:

  • Mailjet — email delivery service used to send and receive quote-form submissions.
  • Google — Google Analytics for website measurement.
  • Microsoft — Microsoft Clarity for session analytics.
  • Hosting & infrastructure providers — for website and Platform hosting (cloud, on-premise, or private cloud, depending on the client's deployment model).

For Platform clients, additional processors may include the CRM and communication integrations the client configures (e.g. Salesforce, Microsoft Dynamics, SAP, Zoho CRM, HubSpot, Twilio, WhatsApp Business, Power BI). The client is responsible for ensuring lawful data transfers to those integrations.

All third-party processors are engaged under written agreements that require appropriate confidentiality and security measures.

7. Data retention

  • Quote-form submissions: retained for up to 24 months after your last interaction with us, then deleted or anonymized unless you become a customer.
  • Website analytics: retained according to each analytics provider's default retention settings (typically up to 14 months for Google Analytics).
  • Platform data: retained for the duration of the client agreement and thereafter as instructed by the client or as required by law.
  • Server logs: retained for up to 90 days for security purposes.

8. International data transfers

CXOrbit serves a global market and supports cloud, on-premise, and private-cloud deployment. Your data may be processed in countries other than your country of residence. Where this involves a transfer outside the EU/UK, we rely on appropriate safeguards such as Standard Contractual Clauses (SCCs) or ensure the transfer is otherwise lawful under applicable data protection law.

Clients who choose on-premise or private-cloud deployment retain their Platform data within their own infrastructure, minimizing cross-border transfers.

9. Data security

We implement appropriate technical and organizational measures to protect personal data, including:

  • Encryption in transit (TLS) and at rest.
  • Role-based access control (RBAC) and least-privilege principles.
  • Audit trails and administrative monitoring.
  • Regular security reviews and patch management.

No system is completely secure. If a data breach occurs that is likely to result in a risk to your rights, we will notify the relevant supervisory authority and affected individuals as required by law.

10. Your rights

Depending on your jurisdiction (e.g. GDPR, CCPA), you may have the following rights regarding your personal data:

  • Access — request a copy of the personal data we hold about you.
  • Rectification — request correction of inaccurate or incomplete data.
  • Erasure — request deletion of your personal data ("right to be forgotten").
  • Restriction — request that we limit processing of your data.
  • Portability — receive your data in a structured, machine-readable format.
  • Objection — object to processing based on legitimate interests or for direct marketing.
  • Withdrawal of consent — withdraw consent for cookie-based tracking at any time.

To exercise any of these rights, contact us at [email protected]. We will respond within one month, as required by GDPR. If you are a California resident, you may also submit requests under the CCPA/CPRA at the same address.

If you are not satisfied with our response, you have the right to lodge a complaint with your local data protection authority.

11. Children's privacy

Our website and Platform are not directed at individuals under the age of 16, and we do not knowingly collect personal data from children. If you believe we have collected data from a child, please contact us and we will promptly delete it.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or services. We will update the "Last updated" date at the top of this page whenever we do. We encourage you to review this page periodically. Material changes will be communicated through the website or, where appropriate, by direct notice.

13. Contact us

If you have any questions about this Privacy Policy or our data practices, please contact us: