Privacy Policy

Last updated: 25 August 2026

Introduction

Thank you for choosing The Customer Experience Agency VOF (“Company”, “we”, “us”, or “our”). We are committed to protecting your personal information and your privacy rights. If you have any questions about this policy or our practices, contact us at hello@tcxa.online.

This Privacy Policy explains what information we collect, how we use it, and what rights you have in relation to it. By using https://www.tcxa.agency and our services, you agree to this policy. If you do not agree, please discontinue use of our website and services.

Information We Collect

We collect personal information that you voluntarily provide, such as your name, email address, company, and the details you share about your challenge, when you:

• Book a discovery call or strategy session through our website.
• Contact us directly for inquiries or support.
• Use our chat assistant, including the free CX scan, where you may share details about your organisation and, optionally, your email address.
• Express interest in our services or participate in activities on our website.

We also collect limited technical and usage information automatically (such as device, browser and interaction data), as described under “Cookies & Tracking Technologies” below.

How We Use Your Information

We process your personal information on the basis of our legitimate business interests, to perform a contract with you, with your consent, and/or to comply with legal obligations. We use it to:

• Schedule and deliver calls: create your booking, send confirmations and reminders, and prepare for the conversation.
• Provide and improve our services: deliver our customer experience consulting and support.
• Communicate with you: respond to enquiries and, with your consent, send relevant updates. You can opt out at any time.
• Understand and improve the website: analyse usage trends, only where you have consented to analytics cookies.

Booking a Call

When you book a call, the details you submit are used to create a calendar event (Google Calendar) with a video link (Google Meet), to create or update a contact record in our CRM (HubSpot), and to send you confirmation and reminder emails (via Resend). These providers act as our processors and handle your data only to deliver these functions.

Chat Assistant (Kai)

Our website offers a chat assistant that answers questions about TCXA and runs a short, optional CX scan. What you type in the chat is processed in real time to generate a reply, using Anthropic as our AI processor; we do not store chat conversations in a database. Please do not share sensitive personal information in the chat.

If you choose to share your email address during the scan, we use it, together with your scan answers and with your consent, to prepare and send your CX report and to contact you about it. This creates or updates a contact record in our CRM (HubSpot) and triggers emails via Resend, exactly as for our contact form. If you also tick the optional newsletter box, we register your subscription; you can unsubscribe at any time via the link in our newsletter emails or by contacting us.

Sharing Your Information

We do not sell or rent your personal information. We share it only:

• With service providers (processors): Google (calendar and video for bookings, and website analytics), HubSpot (CRM), Resend (transactional email), Anthropic (AI processing for our chat assistant), and our hosting and infrastructure providers, each processing data on our behalf to operate our website and services.
• With advertising partners, only with your consent: LinkedIn, for the advertising measurement described under “Cookies & Tracking Technologies” below. This only happens if you accept marketing cookies.
• For legal obligations: to comply with applicable law, legal requests or court orders.
• During business transfers: in connection with a merger, acquisition or sale of assets.

Cookies & Tracking Technologies

We use cookies and similar technologies to operate the site and, with your consent, to understand how it is used. Non-essential cookies, including analytics (Google Analytics, loaded via Google Tag Manager) and marketing cookies, are blocked until you accept them through our cookie banner. You can change your choices at any time via the “Cookie preferences” link in the footer, or through your browser settings.

Marketing cookies (LinkedIn): if you accept marketing cookies, we load the LinkedIn Insight Tag. It sets LinkedIn cookies (such as li_fat_id) and shares data about your visit (pages viewed, IP address, device and browser information) with LinkedIn, which may link it to your LinkedIn account. We use this to measure the performance of our LinkedIn campaigns, to build advertising audiences, and to see aggregated, anonymised demographics of our visitors. LinkedIn acts as a joint controller for this processing; see the LinkedIn Privacy Policy for how LinkedIn uses this data. Declining marketing cookies, or turning them off later in “Cookie preferences”, stops this entirely.

Data Retention

We retain your personal information for as long as necessary to fulfil the purposes described in this policy or as required by law. When it is no longer needed, we securely delete or anonymise it.

Data Security

We implement reasonable technical and organisational measures to protect your personal information. However, no transmission over the internet is fully secure, and we cannot guarantee absolute security.

Your Privacy Rights

Depending on your location, you may have the right to:

• Access the personal data we hold about you.
• Request corrections to inaccurate information.
• Request deletion of your data.
• Object to or restrict certain processing, and withdraw consent at any time.

To exercise any of these rights, contact us at hello@tcxa.online.

GDPR Compliance

As a company based in the Netherlands, we comply with the General Data Protection Regulation (GDPR). If you are an EU resident, you have additional rights regarding how your data is processed, including the right to lodge a complaint with the Dutch Data Protection Authority (Autoriteit Persoonsgegevens).

Updates to This Policy

We may update this Privacy Policy from time to time. The updated version will be indicated by a revised “Last updated” date and is effective as soon as it is accessible on our website.

Contact Us

For any questions or concerns regarding this policy, contact us at:

The Customer Experience Agency VOF
Damrak 343, 1012 ZJ Amsterdam, Netherlands
hello@tcxa.online