Privacy Policy
Last updated: March 2026
1. Introduction
CXG Customer Experience Group (Virtual Call Centre PTY LTD, Registration 1999/000598/07) is committed to protecting the privacy and personal information of all individuals who interact with our business, our website, and our services. This Privacy Policy explains how we collect, use, store, and protect your personal information in accordance with the Protection of Personal Information Act (POPIA), GDPR, CCPA, and other applicable data protection legislation.
2. Who We Are
CXG Customer Experience Group is the responsible party / data controller in respect of personal information collected through this website and in the delivery of our customer experience services. Registered address: 15 6th Street, Parkhurst, Johannesburg. Contact: cx@cxg.co.za | +27 11 759 7000.
3. What Information We Collect
We may collect the following categories of personal information: (a) Identification information — name, email address, phone number, job title, company name; (b) Usage data — pages visited, time on site, browser type, IP address; (c) Communication data — enquiry content, feedback, correspondence; (d) White paper and content download data — name, email, company, and job title submitted via download forms; (e) Cookie data — as described in our Cookie section below.
4. How We Use Your Information
We use your personal information to: respond to enquiries and requests; deliver requested content such as white papers; improve our website and services; send relevant communications where you have opted in; comply with legal and regulatory obligations; and protect against fraud, security risks, and misuse of our platform.
5. Legal Basis for Processing
We process your personal information on the following legal bases: (a) Consent — where you have given explicit consent, for example when downloading a white paper or subscribing to communications; (b) Legitimate interests — for website analytics, security, and service improvement; (c) Legal obligation — where required by applicable law.
6. Data Sharing
CXG does not sell, rent, or trade your personal information to third parties. We may share information with: (a) Service providers who assist in operating our website and delivering services, under strict data processing agreements; (b) Professional advisors where required; (c) Regulatory or law enforcement authorities where required by law. All third parties with whom we share data are required to maintain appropriate security and privacy standards.
7. Data Retention
We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Enquiry and contact data is typically retained for 36 months. White paper download data is retained for the duration of our content marketing activities. You may request deletion of your data at any time (see Section 10).
8. Cookies
Our website uses cookies to improve user experience and gather analytics data. We use essential cookies (required for the website to function), analytics cookies (to understand how visitors use our site), and preference cookies (to remember your settings). You can manage your cookie preferences through the cookie banner on our website. Declining non-essential cookies will not prevent you from using our website.
9. Data Security
CXG implements appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. Our information security programme is overseen by our Chief Information Security Officer (CISO) and is validated through our GBPO Solutions accreditation. In the event of a data breach, we will notify affected individuals and relevant authorities as required by applicable law.
10. Your Rights
You have the following rights in respect of your personal information: (a) Right of access — to request a copy of the personal information we hold about you; (b) Right to rectification — to request correction of inaccurate information; (c) Right to erasure — to request deletion of your personal information; (d) Right to restrict processing; (e) Right to data portability; (f) Right to object to processing; (g) Right to withdraw consent at any time. To exercise any of these rights, please contact us at cx@cxg.co.za.
11. International Transfers
CXG may transfer personal information to service providers operating in other countries. Where we transfer data outside South Africa, we ensure appropriate safeguards are in place, including standard contractual clauses and adequacy decisions as applicable.
12. Children's Privacy
Our website and services are not directed at children under the age of 18. We do not knowingly collect personal information from minors. If you believe a minor has provided us with personal information, please contact us immediately.
13. Third-Party Links
Our website may contain links to third-party websites. We are not responsible for the privacy practices of those websites and encourage you to review their privacy policies before providing any personal information.
14. Changes to This Policy
We may update this Privacy Policy from time to time. The most current version will always be available on our website. We will notify you of significant changes where required by law.
15. Contact Us
For any privacy-related questions, requests, or complaints, please contact us: Email: cx@cxg.co.za | Phone: +27 11 759 7000 | Address: 15 6th Street, Parkhurst, Johannesburg, South Africa. You also have the right to lodge a complaint with the Information Regulator of South Africa if you believe your rights have been infringed.