Mark Shaw

Mark Shaw is a customer experience strategist, leadership advisor, and creator of the “Amplified Customer Experiences” (ACE) Framework™. This practical model helps organizations ignite and align teams, clarify culture, and empower people to deliver outstanding customer/guest outcomes. With over two decades of experience in customer experience, transformation, and executive leadership, Mark works with senior leaders to embed CEX (Customer Employee Experience) into the core of organizational decision-making.

Mark has led large-scale cultural and strategic customer experience initiatives across the public and private sectors, including financial services, utilities, and government. He is a sought-after speaker and facilitator, known for connecting big-picture strategy with real-world execution. His ACE Masterclass and leadership development programs have equipped hundreds of leaders to align customer intent with operational delivery.

Mark regularly writes and speaks on leadership, CX alignment, culture transformation, and return on experience (ROX). He has been featured at industry events and chambers of commerce and contributes to a growing community of CX and service design professionals.

He is based in Brisbane, Queensland, where he balances consulting work with mentoring emerging leaders, swimming, tennis, restoring furniture, and chasing sunshine with his family.