Legal Terms & ConditionsEffective: January 2026Delhi NCR, IndiaVersion 1.0
Website Terms & Conditions of Use, Privacy & Legal Notice
American Experience Association (AXA.org) · A Division of Virtuos Digital Ltd. | XONOMY · www.axa.org
⚠ IMPORTANT LEGAL NOTICE — PLEASE READ CAREFULLY. These Terms constitute a legally binding agreement. By accessing or using this Website, you acknowledge that you have read, understood, and agree to be bound by these Terms in their entirety. IF YOU DO NOT AGREE, CEASE USING THIS WEBSITE IMMEDIATELY.
Preamble
American Experience Association (AXA.org) is a non-profit intelligence and advisory association dedicated to advancing Customer Experience (CX) excellence across American industry verticals. AXA.org operates as a division of Virtuos Digital Ltd. under its XONOMY (Experience Economy) Division.
AXA.org was formally established in 2019 as the North American chapter of CXA.org (Customer Experience Association, est. 2017), which was itself founded under Virtuos Digital's XONOMY platform. Virtuos Digital Ltd. has been a leading CX implementation partner for over 18 years, having worked with Oracle, Salesforce, and Creatio to deliver enterprise CX solutions for more than 150 brands across Finance, Retail, Telecommunications, Travel, Manufacturing, and other industry sectors.
This website (axa.org) serves as the primary digital presence of the American Experience Association, providing CX intelligence reports, industry benchmarks derived from the open, public sources of ACSI®, Virtuos CX Advisory Counsel, Research publications, Dashboards, and community resources for member brands and CX practitioners.
These Terms have been drafted to comply with applicable Indian laws, the laws of the State of Delhi NCR, and relevant international data protection regulations including the California Consumer Privacy Act (CCPA) and, where applicable, the General Data Protection Regulation (GDPR).
Section 1: Definitions
The following defined terms apply throughout these Terms and Conditions. Where a term is used in the singular, it shall also include the plural, and vice versa.
Term
Definition
AXA.org / Association
American Experience Association, a non-profit intelligence association and division of Virtuos Digital Ltd., operating at www.axa.org and associated subdomains.
Virtuos Digital
Virtuos Digital Ltd. (www.vdc.com), the parent company of AXA.org and operator of the XONOMY Experience Economy Division.
XONOMY
The Experience Economy Division of Virtuos Digital Ltd., responsible for operating CXA.org, AXA.org, and associated platforms including CXNOW and CXDESK amongst other ventures.
CXA.org
Customer Experience Association (www.cxa.org), the global parent body of regional CX associations, including AXA.org, founded in 2017.
Website
The AXA.org website, including all pages, subdomains, APIs, dashboards, intelligence portals, downloadable content, and associated digital services.
User / "you"
Any individual, organization, entity, or agent that accesses, browses, downloads content from, registers on, or otherwise uses the Website.
Member
A User who has completed the formal AXA.org membership registration process and been accepted as a member of the Association.
Content
All text, data, research reports, intelligence dashboards, charts, graphics, visual materials, ACSI-derived benchmarks, analysis, recommendations, audio, video, software, source code, and any other material on the Website.
ACSI Data
Customer satisfaction benchmarks and research data derived from the American Customer Satisfaction Index® (ACSI®), used for informational and analytical purposes only.
CX Solutions
Customer Experience technology implementations, advisory services, and related deliverables through AXA.org's partnership with Virtuos Digital Ltd.
Intellectual Property
All patents, copyrights, trademarks, trade secrets, service marks, trade names, database rights, design rights, domain names, and other proprietary rights of AXA.org or Virtuos Digital Ltd.
Personal Data
Any information relating to an identified or identifiable natural person as defined under applicable data protection laws including CCPA and GDPR.
Services
All products, services, platforms, tools, and resources made available by AXA.org through the Website, including intelligence subscriptions, membership programs, and counsel engagements.
Third-Party Content
Any content, data, links, tools, or materials originating from sources other than AXA.org or Virtuos Digital Ltd., including ACSI publications and linked external websites.
Section 2: Acceptance of Terms
2.1Agreement to be Bound
By accessing or using the Website, you represent and warrant that: (a) you have read and fully understood these Terms; (b) you have the legal capacity to enter into a binding agreement; (c) you agree to comply with all applicable laws and regulations; and (d) you accept these Terms in their entirety. Your continued use of the Website following any modification to these Terms constitutes your acceptance of the revised Terms.
2.2Age and Eligibility
The Website is intended for use by individuals who are at least 18 years of age. If you are accessing the Website on behalf of a legal entity — including a corporation, limited liability company, partnership, or other organization — you represent that you have the authority to bind that entity to these Terms. AXA.org reserves the right to deny access to any User at its sole discretion, including in cases of prior violation of these Terms.
2.3Modifications to Terms
AXA.org reserves the right to amend, modify, update, or replace any portion of these Terms at any time. Changes become effective upon posting with an updated "Effective Date." AXA.org will endeavour to notify registered Members of material changes via email. It is your responsibility to review these Terms periodically.
Section 3: Use of the Website
3.1Permitted Use
Subject to your compliance with these Terms, AXA.org grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Website solely for the following purposes:
›Accessing and reading publicly available CX intelligence reports, industry analysis, and research publications
›Registering as a Member and accessing Member-exclusive content pursuant to your membership tier
›Engaging with AXA.org advisory and counsel services through the Website's designated channels
›Downloading, for personal or internal organizational use only, any Content expressly designated as downloadable
›Participating in AXA.org events, webinars, and community forums accessible through the Website
›Contacting AXA.org for CX intelligence subscriptions, counsel engagements, or partnership inquiries
3.2Prohibited Conduct
You agree that you will NOT engage in any of the following prohibited activities:
›Reproduce, republish, distribute, transmit, display, sell, license, or otherwise exploit any Content without prior written consent
›Scrape, crawl, spider, or use automated means to extract data from the Website
›Reverse-engineer, decompile, disassemble, or attempt to derive source code from any software on the Website
›Upload, transmit, or distribute malware, viruses, or any other harmful code through the Website
›Attempt to gain unauthorized access to any portion of the Website, its servers, networks, or systems
›Impersonate AXA.org, Virtuos Digital Ltd., any Member, or any other person or entity
›Use the Website to harvest Personal Data of other Users or engage in data mining without authorization
›Frame, mirror, or hotlink to any Content on the Website without prior written authorization
›Remove, alter, or obscure any proprietary notices, including copyright or trademark notices
›Use ACSI data, AXA.org research, or intelligence reports for competitive intelligence services offered to third parties without express written authorization
3.3Account Registration and Security
Certain features of the Website require you to create an account. You agree to provide accurate, current, and complete information. You are responsible for maintaining the confidentiality of your account credentials. Notify AXA.org immediately at legal@vdc.com upon becoming aware of any unauthorized use or security breach. AXA.org may suspend or terminate any account reasonably suspected of compromise or violation.
Section 4: Intellectual Property Rights
4.1Ownership of AXA.org Content
All Content on the Website — including CX intelligence reports, dashboards, benchmarking analyses, editorial content, data visualizations, logos, trademarks, and software — is the exclusive property of the American Experience Association and/or Virtuos Digital Ltd. and is protected by India and international intellectual property laws. The AXA.org name, logo, and taglines "XONOMY," "CXA.org," "CXNOW," and "CXDESK" are trademarks and service marks of Virtuos Digital Ltd. Unauthorized use is strictly prohibited.
AXA.org grants you a limited, non-exclusive, non-sublicensable, revocable license to view and access publicly available Content for your own personal or internal business informational purposes only. This license does NOT include any right to:
›(a) Sell, resell, or commercially exploit any Content
›(b) Create derivative works from Content without express written authorization
›(c) Reproduce Content in any publication, presentation, or digital media distributed to the public
›(d) Remove or alter copyright notices or other proprietary markings
4.4User Submissions
If you submit any content to AXA.org through contact forms, feedback portals, event registrations, or forum participation, you grant AXA.org a worldwide, royalty-free, non-exclusive, perpetual license to use, reproduce, modify, publish, translate, and distribute such submissions for purposes consistent with AXA.org's mission. You represent that you have all necessary rights in your submissions and that they do not infringe the rights of any third party.
Section 5: Privacy & Data Protection
5.1Privacy Policy
Your privacy is of paramount importance to AXA.org. Our Privacy Policy, incorporated herein by reference, sets out how we collect, process, store, and protect your Personal Data. AXA.org processes Personal Data in compliance with the General Data Protection Regulation (GDPR), applicable state privacy laws, and all other applicable data protection legislation.
5.2Data We Collect
When you use the Website, AXA.org and its authorized service providers may collect:
›Identity data: name, title, organization, job function
AXA.org uses collected data to: provide and improve the Website and its Services; process membership applications; deliver CX intelligence reports and subscriptions; communicate with you about services, events, and publications; comply with legal obligations; prevent fraud and ensure website security; conduct internal analytics; and facilitate CX counsel engagements via Virtuos Digital Ltd.
5.4Cookies and Tracking Technologies
The Website uses cookies, web beacons, pixels, and similar tracking technologies to enhance User experience, measure Website performance, and support analytics and marketing functions. By using the Website, you consent to our use of cookies in accordance with our Cookie Policy. You may manage cookie preferences through your browser settings or through the cookie consent tool on the Website.
5.5Data Sharing and Third Parties
AXA.org does not sell your Personal Data. We may share your Personal Data with: (a) Virtuos Digital Ltd. and its affiliates for service delivery; (b) authorized technology partners including Oracle, Salesforce, and Creatio; (c) third-party service providers who assist in operating the Website; (d) regulatory authorities or law enforcement where required by applicable law; and (e) in connection with a corporate transaction such as a merger or acquisition.
5.6Your Privacy Rights
Depending on your jurisdiction, you may have rights including: right to access; right to rectification; right to erasure; right to restriction of processing; right to data portability; right to object to processing; and, under the CCPA, the right to opt out of the sale of Personal Data (note: AXA.org does not sell Personal Data). Contact legal@vdc.com to exercise these rights.
Section 6: Disclaimers & Limitations of Liability
DISCLAIMER OF WARRANTIES:THE WEBSITE AND ALL CONTENT, SERVICES, AND MATERIALS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS, WITHOUT ANY WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. AXA.ORG AND VIRTUOS DIGITAL LTD. EXPRESSLY DISCLAIM ALL WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
6.1Intelligence Reports — No Professional Advice
The CX intelligence reports, ACSI-derived benchmarks, industry analysis, and dashboards published on the Website are provided for informational and general research purposes only. They do not constitute legal, financial, investment, business, regulatory, or professional advice of any kind. Industry conditions change rapidly and any data should be independently verified before being relied upon for business decisions. Consult qualified professionals before making any decision based on Website Content.
6.2Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AXA.ORG, VIRTUOS DIGITAL LTD., XONOMY, AND THEIR RESPECTIVE OFFICERS, DIRECTORS, AND EMPLOYEES SHALL NOT BE LIABLE FOR ANY:
›INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES
›LOSS OF PROFITS, REVENUE, BUSINESS, DATA, GOODWILL, OR ANTICIPATED SAVINGS
›BUSINESS INTERRUPTION OR LOSS OF BUSINESS OPPORTUNITY
›LOSS ARISING FROM UNAUTHORIZED ACCESS TO OR ALTERATION OF YOUR DATA
›DAMAGES ARISING FROM YOUR RELIANCE ON CONTENT OR SERVICES PROVIDED THROUGH THIS WEBSITE
To the extent any liability cannot be excluded, AXA.org's total aggregate liability shall not exceed the greater of: (A) the amount you paid to AXA.org in the preceding 12 months; or (B) USD $100.00.
6.3Third-Party Links and Content
The Website may contain links to third-party websites including Oracle, Salesforce, Creatio, and the American Customer Satisfaction Index LLC for informational purposes only. AXA.org does not control, endorse, or assume responsibility for the content, accuracy, privacy practices, or availability of any third-party websites. The inclusion of any link does not imply an endorsement or recommendation by AXA.org.
Section 7: Indemnification
You agree to defend, indemnify, and hold harmless AXA.org, Virtuos Digital Ltd., XONOMY, their respective subsidiaries, affiliates, officers, directors, employees, agents, members, licensors, and service providers from and against any and all claims, liabilities, damages, judgments, awards, losses, costs, expenses, or fees (including reasonable attorneys' fees) arising out of or relating to:
›Your violation of these Terms or any applicable law or regulation
›Your use of or reliance on Content from the Website in a manner not authorized by these Terms
›Your infringement or misappropriation of the intellectual property or other rights of any third party
›Any User Submission you provide to AXA.org
›Your misrepresentation of your identity, authority, or qualifications when registering or using the Website
›Any unauthorized access to or use of AXA.org's servers or data arising from your actions or omissions
AXA.org reserves the right to assume the exclusive defense and control of any matter otherwise subject to your indemnification, in which case you agree to cooperate fully with AXA.org in asserting any available defenses.
Section 8: Membership Terms
8.1Membership Programs
AXA.org offers membership programs that provide access to enhanced CX intelligence content, research subscriptions, advisory services, and community resources. Membership is available to brands, CX practitioners, researchers, technology partners, and affiliated organizations that meet AXA.org's eligibility criteria. AXA.org reserves the right to modify membership tiers, benefits, and fees with reasonable notice to current Members.
8.2Membership Fees and Payments
Membership fees, where applicable, are charged in advance on an annual or periodic basis. All fees are quoted and payable in United States Dollars (USD) unless otherwise specified. Fees are non-refundable except where required by applicable law or as expressly stated in a separate membership agreement. AXA.org uses PCI-compliant third-party payment processors.
8.3Membership Cancellation and Termination
Members may cancel their membership by providing written notice to am.singh@vdc.com at least 30 days prior to the next renewal date. AXA.org reserves the right to suspend or terminate any membership without refund for violation of these Terms, provision of false information, or conduct detrimental to AXA.org, its Members, or partners.
AXA.org offers subscription-based access to CX intelligence reports, industry scorecards, ACSI-derived benchmarks, and analytical dashboards covering Finance & Insurance, Retail, Telecommunications, Manufacturing, Travel, Energy, and other industry verticals. Subscribed organizations may share intelligence reports internally but may not redistribute, resell, or publish reports externally without AXA.org's prior written authorization. Reports must carry the attribution: "Source: AXA.org American Experience Association | Data: ACSI® 2025."
9.2CX Counsel Engagements
AXA.org provides CX advisory and counsel services — including CX diagnostics, American Experience Quotient (AXQ.org), journey mapping, NPS program design, technology roadmap development, and CX governance frameworks. Such engagements are governed by separate Statement of Work (SOW) or Engagement Agreement documents. CX implementation services are delivered through Virtuos Digital Ltd. as the authorized delivery partner.
9.3CXNOW and CXDESK Platforms
CXNOW and CXDESK are proprietary Voice of Customer (VoC) platforms developed and operated by Virtuos Digital Ltd. under the XONOMY Division. Access to these platforms through the AXA.org Website is subject to separate Software as a Service (SaaS) License Agreements in addition to these Terms. In the event of any conflict, the SaaS License Agreement shall prevail with respect to the use of the specific platform.
You may not use Content, ACSI-derived data, AXA.org research, dashboards, or any other materials from this Website to develop, create, compile, or contribute to any competing intelligence service, database, benchmarking product, or CX association platform — whether commercial or non-commercial — without AXA.org's prior written consent.
10.2No Misrepresentation of Affiliation
You may not represent to any third party that you are affiliated with, endorsed by, partnered with, or authorized by AXA.org or Virtuos Digital Ltd. without a current, valid written authorization. Unauthorized claims of affiliation may result in legal action under applicable trademark and unfair competition laws.
AXA.org confirms that its data curation is based solely on openly available public information, duly disseminated under a not-for-profit intent. At any time, should any data providers — such as ACSI, Salesforce, Oracle, Creatio, Forbes, Gartner, or Forrester — request that their data not be used for such curation, AXA.org will promptly cease the use of the respective data sources.
10.3Export Controls
The Website and its Content may be subject to applicable Indian export control laws and regulations, including those issued by the Directorate General of Foreign Trade (DGFT) and the Ministry of Commerce and Industry. You agree not to access or use the Website or any Content in violation of applicable export control laws, regulations, or any sanctions or restrictions imposed under Indian law.
Section 11: Governing Law & Dispute Resolution
11.1Governing Law
These Terms and any dispute, claim, or controversy arising out of or in connection with them shall be governed by and construed in accordance with the laws of the State of Delhi NCR, India, without regard to its conflict of law principles. The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply to these Terms.
11.2Informal Dispute Resolution
Before initiating any formal legal proceeding, you agree to first attempt to resolve any dispute by contacting AXA.org at legal@vdc.com with a detailed description of the dispute and the relief sought. AXA.org will make reasonable efforts to respond within 30 calendar days. Both parties agree to negotiate in good faith for a period of 60 days before proceeding to formal dispute resolution.
11.3Binding Arbitration
PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS.
Except for disputes qualifying for resolution before consumer or small claims forums under applicable Indian law, disputes shall be resolved through final and binding arbitration by a sole arbitrator, conducted in accordance with the Arbitration and Conciliation Act, 1996. The seat and venue shall be New Delhi, Delhi, India unless otherwise mutually agreed. The arbitral award shall be final and binding and may be enforced in any court of competent jurisdiction in India.
11.4Class Action Waiver
YOU AND AXA.ORG AGREE THAT EACH PARTY MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING.
11.5Jurisdiction for Non-Arbitrable Matters
For any claims not subject to mandatory arbitration — including claims for injunctive or equitable relief relating to intellectual property — you consent to the exclusive jurisdiction of the courts located in New Delhi, Delhi (India) and you waive any objection to the exercise of jurisdiction or venue in such courts.
Section 12: Termination
AXA.org reserves the right, in its sole discretion and without prior notice or liability, to terminate or suspend your access to the Website — in whole or in part — for any reason, including without limitation if you: (a) breach any provision of these Terms; (b) engage in conduct harmful to other Users, AXA.org, or third parties; (c) violate any applicable law or regulation; or (d) fail to pay applicable membership or subscription fees.
Upon termination: your right to use the Website ceases immediately; AXA.org may delete your account and associated data subject to applicable legal retention obligations; all provisions of these Terms that by their nature should survive termination shall survive, including ownership provisions, warranty disclaimers, indemnity, and limitations of liability.
Section 13: General Provisions
13.1Entire Agreement
These Terms, together with the Privacy Policy, Cookie Policy, and any applicable Membership Agreement, Subscription Agreement, or SOW, constitute the entire agreement between you and AXA.org regarding your use of the Website and supersede all prior and contemporaneous agreements, representations, and understandings.
13.2Severability
If any provision of these Terms is found to be invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, or severed if modification is not possible. The invalidity of any provision shall not affect the validity and enforceability of the remaining provisions.
13.3Waiver
No failure or delay by AXA.org in exercising any right, power, or remedy under these Terms shall operate as a waiver of that right, power, or remedy. No single or partial exercise of any right shall preclude any other or further exercise thereof.
13.4Assignment
You may not assign, transfer, delegate, or sublicense any of your rights or obligations under these Terms without AXA.org's prior written consent. AXA.org may freely assign these Terms in connection with a merger, acquisition, corporate reorganization, or sale of substantially all of its assets.
13.5Force Majeure
AXA.org shall not be liable for any delay or failure in performance to the extent caused by circumstances beyond AXA.org's reasonable control, including: acts of God; natural disasters; pandemic or public health emergency; war, terrorism, or civil unrest; government actions or regulations; power outages; internet or telecommunications failures; or third-party service provider failures.
13.6Notices
Legal notices to AXA.org must be sent in writing to: legal@vdc.com, or by postal mail to: American Experience Association | Virtuos Digital Ltd. | Legal Department | 308-311 Emaar Digital Greens Tower A, Golfcourse Extension Road, Sector 61 Gurugram 122098 India.
13.7No Third-Party Beneficiaries
These Terms do not create any third-party beneficiary rights. No person or entity other than you and AXA.org shall have any rights or remedies under these Terms.
13.8Accessibility
AXA.org is committed to making this Website accessible to individuals with disabilities, in alignment with applicable Indian laws and global accessibility standards, including the Rights of Persons with Disabilities Act, 2016 and WCAG 2.1 Level AA. Contact info@vdc.com if you experience any accessibility barriers.
Section 14: Contact Information
For all inquiries related to these Terms and Conditions, your rights, or AXA.org's practices, please contact us through the appropriate channel below:
Postal correspondence should be addressed to: American Experience Association | c/o Virtuos Digital Ltd. | Legal Department | 308-311 Emaar Digital Greens Tower A, Golfcourse Extension Road, Sector 61 Gurugram 122098 India.
Section 15: Acknowledgment
User Acknowledgment
By accessing or using the AXA.org website, you acknowledge and confirm that:
›1. You have read these Terms and Conditions in their entirety.
›2. You understand the nature and legal effect of these Terms.
›3. You agree to be legally bound by these Terms.
›4. You have the legal capacity and authority to enter into this agreement.
›5. If acting on behalf of an organization, you have authority to bind that organization.
IF YOU DO NOT AGREE TO THESE TERMS, DO NOT USE THIS WEBSITE.