Transforming customer experience into professional capability and organisational impact

1. Introduction

CX Expert Asia respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how CX Expert Asia and Trainoverse Hub Sdn Bhd, where applicable to the service provided, collect, use, store, disclose and protect personal data when you visit this website, submit an enquiry, apply for or attend a programme, use the MyCXP Portal, complete assessments or evaluations, or receive and verify a professional credential.

We process personal data in accordance with applicable Malaysian personal-data-protection requirements.

2. Personal data we collect

Depending on your interaction with us, we may collect:

• Contact information, including your name, email address, telephone or WhatsApp number and country.
• Professional information, including your organisation, job title, qualifications and experience.
• Enquiry and application information, including programme preferences, cohort selections, training requirements and messages.
• Programme information, including Applicant ID, participant ID, enrolment, attendance, learning completion, assignment submissions, examination results, assessor feedback, evaluation responses and certification status.
• Credential information, including certificate number, digital badge, verification token, issue date and credential status.
• Technical information, including IP address, browser, device, login and security logs, pages visited and cookie preferences.
• Payment and transaction information where payment services are used. Complete payment-card details are normally processed by authorised payment providers rather than stored by us.

3. How we collect personal data

We may collect personal data directly from you through website forms, applications, the MyCXP Portal, email, telephone, WhatsApp, meetings, programme activities, assessments and evaluations. We may also receive participant information from an employer or authorised organisation arranging an in-house programme, and collect limited technical information automatically through cookies and server logs.

4. Why we process personal data

We use personal data to:

• Respond to enquiries and review programme applications.
• Register participants, assign cohorts and provide programme information.
• Manage portal access and authenticate users.
• Deliver training, record attendance and administer learning activities.
• Receive, assess and report assignments and examinations.
• Collect evaluations and improve our programmes and services.
• Conduct certification-governance checks and issue certificates and digital badges.
• Provide public credential verification.
• Send operational notices, reminders and support communications.
• Maintain security, audit, quality-assurance and legal records.
• Send relevant marketing communications where consent has been provided or where otherwise permitted.

5. Automated processing

Our systems may automatically create applicant records, generate Applicant IDs, send one-time passwords, route enquiries, calculate objective assessment scores, calculate grades, check completion requirements and generate credential records. Authorised personnel may review admission, exceptional assessment cases, certification governance and credential issuance.

6. Professional credential verification

When a professional credential is issued, a public verification page may display limited information such as the credential holder's name, programme title, credential number, issue date, cohort information and credential status. Private contact details, examination answers, assignment files and internal feedback are not normally displayed publicly.

7. Disclosure of personal data

We may disclose personal data where reasonably necessary to authorised CX Expert Asia personnel, Trainoverse Hub Sdn Bhd, trainers, assessors, certification personnel, technology and hosting providers, email and communication providers, payment providers, professional advisers, accreditation or quality-assurance bodies where applicable, sponsoring employers where authorised, and public authorities where required by law.

We do not sell personal data to advertisers or unrelated third parties.

8. International processing

Some hosting, cloud, email or support providers may process information outside Malaysia. Where this occurs, we take reasonable steps to ensure appropriate safeguards are applied.

9. Data security

We use reasonable administrative, organisational and technical measures to protect personal data against loss, misuse, unauthorised access, disclosure, alteration or destruction. These measures may include role-based access, authentication controls, protected file access, logging, software updates and backups. No online system can be guaranteed to be completely secure.

10. Retention

We retain personal data only for as long as reasonably required for the purpose for which it was collected and for applicable legal, contractual, audit, certification and quality-assurance requirements.

• General enquiries that do not proceed: normally up to 24 months after the last meaningful communication.
• Withdrawn or unsuccessful applications: normally up to 24 months.
• Programme, attendance, assessment and certification-administration records: normally up to seven years after programme completion.
• Financial records: for the period required for accounting, audit and legal purposes.
• Essential credential-verification records: for as long as reasonably necessary to preserve credential authenticity.

11. Accuracy and correction

Please notify us when your contact, professional or credential information changes. Official certificate-name changes may require reasonable supporting evidence to protect credential integrity.

12. Your rights

Subject to applicable law, you may request access to personal data held about you, correction of inaccurate information, withdrawal of consent, restriction of certain processing, cessation of direct marketing, deletion where legally and operationally permitted, or review of an automated result. Some information may need to be retained for legal, security, assessment-integrity or credential-verification purposes.

13. Marketing communications

You may unsubscribe from optional marketing communications at any time. Operational messages relating to an active application, programme, assessment, account security or credential are not treated as optional marketing communications.

14. Cookies

Our website may use necessary, functional, analytical, advertising and unclassified cookies. Necessary cookies support essential website, security, consent and portal functions. You can manage non-essential cookies through the website's consent controls or your browser settings.

15. Third-party services

Our website may link to independent third-party websites, social platforms, payment services or resources. Those services operate under their own privacy policies.

16. Children's information

Our programmes are intended primarily for adult learners and working professionals. We do not knowingly collect children's personal data without appropriate authorisation.

17. Data incidents

Where we become aware of a personal-data incident, we will take reasonable steps to investigate, contain the incident, protect affected systems, correct vulnerabilities and make notifications where required.

18. Updates to this policy

We may update this Privacy Policy to reflect changes to our services, systems, service providers or legal obligations. The latest version will be published on this page.

19. Contact us

CX Expert Asia
Trainoverse Hub Sdn Bhd — Training Provider
Email: santhakumaran@cxpert.asia
Telephone/WhatsApp: +60 19-381 9664
Location: Klang, Selangor, Malaysia

Please use the email subject Personal Data Request and provide enough information for us to identify the relevant record. Do not send passwords or one-time-password codes by email.

20. Acknowledgement

By submitting personal information through our website, applications, enquiries or portals, you acknowledge that you have read this Privacy Policy. Where consent is required, you agree to the processing described above, subject to your applicable legal rights.