Privacy policy

Last updated: 1 October 2026

This policy explains how CXpert (ABN: 54 274 900 848) collects, uses and looks after personal information through this website, cxpert.com.au, including the CX maturity check. In this policy, “we”, “us” and “our” mean CXpert.

We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

What we collect

When you take the CX maturity check

• Your first name, work email address and organisation
• Your role and your organisation’s size
• Your industry and your biggest CX challenge, if you choose to tell us
• Your answers to the 18 questions and the scores calculated from them
• Whether you have agreed to receive marketing emails from us

When you contact us

Whatever you include in your email, or in the contact form on our website: your name, email address, organisation, phone number (if you give it), your message, and whether you have agreed to receive marketing emails from us.

When you book a meeting with us: your name, email address, organisation, role and anything you include in the booking form. We collect this through Calendly.

Technical information

To stop automated spam, the maturity check and contact form briefly store a scrambled (hashed) version of your IP address for one hour to limit repeated submissions. It cannot be used to identify you and is deleted automatically. Our website host may also keep standard server logs.

Email updates

If you subscribe to CXpert’s email updates, either through the sign-up form or by ticking the box on the maturity check or contact form, your name and email address are stored in Mailchimp, an email service run by Intuit Inc. Mailchimp stores this information in the United States. We use it only to send you CXpert emails. Mailchimp records whether our emails are opened and which links are clicked, which helps us improve what we send. Every email includes an unsubscribe link, and you can ask us to remove your details at any time. We keep you on our mailing list until you unsubscribe or ask to be removed.

How we use it

• To send you your maturity check report
• To contact you about your results or your enquiry
• To send you occasional CX insights, but only if you have ticked the box agreeing to this
• To understand, in aggregate and without identifying anyone, how organisations score, so we can improve the check and our services

We will not sell, rent or trade your personal information.

How your score is calculated

Your maturity check score is calculated automatically from your answers using a fixed formula. It is for your information only. It is not used to make any decision that affects your rights or interests.

Marketing emails

We only send marketing emails if you have agreed to receive them. Every marketing email includes a way to unsubscribe, and you can also ask us to stop at any time by emailing ben at cxpert dot com dot au. Sending you the report you asked for is not marketing.

Who we share it with

We only share your personal information with the service providers we use to run our business, and only as needed for them to provide their services:

• Our website host, Panthur, which stores the website and its database in Australia.
• Google Workspace, which we use for email and to keep records of enquiries, bookings and maturity check results in Google Sheets. Google may store and process data in data centres outside Australia, including in the United States.
• Calendly, which we use to schedule meetings. Calendly stores and processes data in the United States.

We may also disclose personal information if the law requires it.

Storage and security

Maturity check results, enquiries and bookings are stored in our email account, in a private Google Sheet, and in a private area of our website. Only CXpert can access them. We use strong passwords, two-factor authentication, and up-to-date software to protect them.

We keep your information for as long as we need it for the purposes above. We delete maturity check records, enquiries and booking records after 24 months unless we are working with you, and sooner if you ask.

The 24-month limit does not apply to our mailing list, which you can leave at any time.

CXF survey data

This policy covers cxpert.com.au. If you respond to a survey run through CXF, our feedback platform, on behalf of an organisation, that organisation decides how your responses are used and its privacy policy applies. We handle that data for them under our agreement with them, and it is hosted in Australia.

Accessing or correcting your information

You can ask to see the personal information we hold about you, ask us to correct it, or ask us to delete it, by emailing ben at cxpert dot com dot au. We will respond within 30 days.

Questions and complaints

If you have a question or concern about how we have handled your personal information, please email ben at cxpert dot com dot au first. We will respond within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.