Shaw Thing CX helps organisations build powerful, lasting customer experiences by transforming culture from the inside out. Led by customer experience expert Mark Shaw, Shaw Thing CX works with leadership teams to improve accountability, strengthen internal connection, and drive excellence at every level of the business.

With more than 20 years of experience in customer-facing industries, Mark created the ACE Framework – a practical model that empowers businesses to deliver standout service, lift team performance, and embed CX into their everyday operations.

Whether you’re a leader looking to energise your culture or a business aiming to stand out through service, Shaw Thing CX brings the strategy, structure, and insight to help you deliver experiences your customers will remember.

Let’s connect and build something extraordinary!

Mark Shaw – Founder, Shaw Thing CX
Customer Experience & Leadership Expert

With more than 20 years of leadership experience in customer-facing industries, I founded Shaw Thing CX to help organisations transform their customer experience from the inside out. I’ve seen first hand how a company’s culture, leadership, and strategy must align to create standout experiences — and I work with businesses to make that alignment real and actionable.

I’m the creator of the “Amplified Customer Experiences” (ACE) Model and Framework, a practical tool for building customer experience excellence by focusing on three core pillars: the employee experience (including leadership), Customer Strategy and primary focus and the tools and support systems/tech to make it all work, consistently. Through coaching, consulting, and advisory work, I support leaders in lifting team performance, energising their culture, and delivering the kind of experiences that turn customers into loyal advocates. We turn businesses into winners in their market, driving double digit growth.

At Shaw Thing CX, we believe that great customer experience isn’t an initiative — it’s a mindset that should be embedded into everything a business does. That’s why I love working with organisations who want to lead with purpose, challenge the status quo, and create meaningful, measurable impact.

I’m looking forward to being an active member of the Chamber, meeting fellow business owners, and contributing to a thriving, connected local business community.

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