I’m Mark Sherwood, and I help SaaS, agencies and e-commerce teams scale Customer Experience without the chaos.
Over the past decade, I’ve worked across support, success, and operations - building systems that turn reactive teams into calm, predictable engines for growth. My work focuses on clarity before complexity: fixing what’s broken, automating what’s repeatable, and creating systems that people can actually sustain.
Before starting SherwoodCX, I led CX and Support transformation projects at companies like Shopify, Hospitable and Fishtank. I’ve helped teams implement 24/7 live chat coverage, design helpdesk automations, build knowledge management frameworks, and coach leaders on how to scale without burning out their teams.
Today, I partner with founders and CX leaders who are ready to move beyond firefighting. Together, we build structure, systems, and habits that help teams grow with confidence.
What I focus on:
-
CX systems design and helpdesk builds
-
Automation and AI integration
-
Knowledge management and enablement
-
Metrics, reporting, and continuous improvement
-
Coaching for CX managers and operators
My principle is simple. clarity before complexity.
Every engagement starts by removing noise - getting to the truth of what’s actually happening inside your CX operation before layering in tools, metrics, or automation.
That’s where my 3Cs Framework comes in:
-
Clarity. See what’s really going on - how customers move, where time leaks, and what drives their decisions.
-
Consistency. Replace ad hoc heroics with repeatable processes that your team can trust under pressure.
-
Capability. Build the systems, data, and habits that let your people perform at their best - without burning out.
Every project ends with a system that runs cleanly, measurably, and without me.
That’s the goal - for you to have an operation that no longer depends on anyone’s heroics, including mine.
If you’re ready to build a CX foundation that actually scales, let’s start the conversation.