ELEVATING CUSTOMER
EXPERIENCE - DRIVING
PROFITABILITY
UNLEASHING YOUR BUSINESS POTENTIAL
SHAW THING CX SERVICES
CX LEADERSHIP COACH/CONSULTANT
WORKSHOPS
MASTERCLASS
SPEAKING ENGAGEMENTS
ABOUT MARK SHAW
Coach | Consultant | Customer Experience & Theme Park Industry Leader
Renowned as Australia’s most successful Theme Park CEO of the past 20 years, Mark Shaw is the country’s leading customer experience coach and consultant. With an unparalleled ability to elevate guest experiences to drive profit and asset value growth, Mark has shaped some of the most iconic brands in the attractions and service industries.
At the core of his expertise is the SHAW THING CX approach, a meticulously honed framework called “ACE” (Amazing Customer Experiences). Developed from over 30 years of leadership experience with global giants like Westfield, Merlin Entertainments, Bounce Inc, and the award-winning Adventure World Perth, this framework delivers transformative results for any service-driven business.
As CEO of Adventure World (2010-2017), Mark spearheaded an era of unprecedented growth, more than doubling attendance and revenue while securing the highest TripAdvisor rating of any major theme park, amusement park, or water park in Australia—even outperforming three of the four Disney parks at the time. Under his leadership, the park earned:
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Australian Hospitality Association’s Hall of Fame induction (2016)
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Three-time Best Training Initiative winner
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Australian Institute of Management “Pinnacle” Award for Customer Service Excellence
A sought-after global keynote speaker, masterclass facilitator, and strategic consultant, Mark works with small to medium businesses and major corporations worldwide, helping them unlock extraordinary customer experiences that translate into lasting loyalty, revenue growth, and brand excellence.
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TESTIMONIALS
"Mark is a passionate advocate for customer experience. His ability to analyse customer metrics and coach leaders in
ways to turn up the dial in this
area are outstanding".
Megan Fogarty,
Centre Manager, Super
Regional Westfield Centre
"Gumbuya World engaged Shaw Thing Consulting during the planning stages of the $40m revamp and expansion project. Mark was engaged to develop the operational program required prior to opening the Park along with time frames as well as provide advice on the naming of “Gumbuya World” (formerly Gumbuya Park), review people structures and review and adjust forecast financial projections.
Mark was also instrumental in providing guidance on the Water Park theme, resulting in a more commercially successful tropical resort theme than had been in our
original plan."
Ron Weinzerl,
Gumbuya World Director
"Mark’s focus on the guest
experience is second to none
and really helped to dial up our
focus at BOUNCE with some
sustained changes made to
our approach, and solid results.
He is pragmatic, understands
the challenges and realities of
implementation and really easy
to work with."
Simon McNamara,
CEO & Co-Founder,
BOUNCE Inc
