Our Mission

At Creative Good, we are passionate about creating good experience: both in advising our clients to include their customers, and in creating our own projects.

Our mission, stated simply, is to help the world create good experiences — and to create a few of our own. We do our work with empathy, integrity, and a sharp, practical view toward creating results.

(Shown at right is our office in New York, inside the Center for Social Innovation in a historic building overlooking the Hudson River.)

The CSI Lounge

Meet Our Founder

Mark Hurst

Mark Hurst, founder and CEO of Creative Good, is a pioneer of the customer experience discipline in business. Since 1997 he has spent his career writing, speaking, and advising teams how to improve by creating better customer experiences.

In 2015 Hurst released the brand new 2nd edition of his book Customers Included.

Hurst is also known for running the Gel conference, which he founded in 2003, spotlighting the world's top innovators in customer experience. Learn more about Gel.

Hurst also pioneered the "empty inbox" method of managing email (and wrote a book about it: Bit Literacy). He also created Good Todo, the mobile productivity suite from Creative Good.

Mark Hurst holds bachelor's and master's degrees in computer science from MIT and lives in New York City with his wife and son.

Invite Mark to speak to your team.



Meet Our Team

BJ Arnone

BJ Arnone

Finance Manager

BJ has managed Creative Good's finances since 2007, leading all aspects of accounting, bookkeeping, invoicing, and collections. When not at Creative Good he enjoys playing and coaching hockey.

Melanie Boellinger

Melanie Boellinger

Executive Assistant

Melanie brings her organizational and logistical skills to Creative Good's operations, helping lead outreach and communications across our service lines. She's also fluent in German.

Jenesy Claire

Jenesy Claire

Director of Strategic Partnerships

With the experience of opening restaurants, running estates and a hotel, Jenesy is able to apply her skill of "wearing many hats" to her development of new strategic partnerships - with a focus on our Gel conference.

Andy Feldman

Andy Feldman

Senior Consultant

Andy leads customer experience strategy projects with clients across a range of industries - media, technology, retail, information services, and financial services.

Prior to working with Creative Good, Andy was President of Digital B2B Products & Services at Primedia Inc. He holds an MBA from Columbia University School of Business.

Cat Fitzgerald

Cat Fitzgerald

Consultant

Cat has worked with Creative Good since 1999 on a range of clients in retail, travel, technology, telecom, media and financial services. Her customer experience work has taken her across the United States, Europe, and Asia.

Max Kolbowski-Frampton

Max Kolbowski-Frampton

Game Designer

Max is leading the effort to design and launch Creative Good's first-ever iPhone game, Brooklyn 1776. He's also skilled in graphic design, audio production, video editing, and motion graphics. He holds a master's in game design from NYU.

Katie Pagenkopf

Katie Pagenkopf

Analyst

Katie joined Creative Good in 2014 and since then has worked on, or led, projects for clients in travel, media, retail, and B2B. She is a native of Seattle and holds an MBA from Baruch College, Zicklin School of Business.

Nicole Rubin

Nicole Rubin

Senior Consultant

Nicole Rubin is a seasoned customer experience executive and has been running experience design projects for Creative Good since 1999. Her projects have measurably improved the strategy, product design and business metrics for healthcare, travel, education, financial services, mobile, technology, retail, business-to-business, non-profit and content/media companies.

Prior to Creative Good, Nicole spent four years at Forrester Research.

Jodi Schwartz

Jodi Schwartz

Analyst

Jodi has worked with companies as diverse as BBMG and LittleBits to improve the user experience. She has a master's degree in Engineering Design and Innovation from Northwestern.

James Vanié

Nickey Frankel

Gel producer

Nickey is an experienced stage manager and producer who has run events at a wide range of venues in New York City and London. She's a native New Yorker with a lifelong love of the theater.

James Vanié

James Vanié

Designer

James is a Kentucky native and a U.S. Army veteran - deployed both to Iraq and Haiti. After his Army career, while at St. John’s University, James refined his management skills, fell in love with design, and began designing customer experiences.