Mark Hurst, Founder and CEO

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 organizations how to improve their business by creating better customer experiences. Mark is the author of Customers Included (2nd Edition), the book about how Creative Good joins strategy and customer experience.

Invite Mark to speak to your team, company, or event. As of spring 2015, Mark is on a 2nd Edition Book Tour, speaking widely about Customers Included, fully updated for 2015.

Hurst is also known for running the Gel conference, which he founded in 2003. Gel spotlights people and projects that create some good experience – and has gained notoriety for featuring the first stage presentations of Wikipedia, Marissa Mayer, Ze Frank, Khan Academy, and others. Conference videos are available at

Hurst also pioneered the “empty inbox” method of digital productivity and wrote about it in Bit Literacy, his 2007 book about solving information overload. The book has been translated into Chinese and Russian editions. Hurst also created and continues to manage Good Todo, the mobile productivity suite that enables anyone to keep an empty inbox and enjoy the benefits of more productivity and less stress.

In 2013 Hurst’s column The Google Glass feature no one is talking about went viral the day after Sergey Brin gave a public demo of the device. With tens of thousands of social media shares and international and US media coverage, Hurst’s column helped shape the cultural dialogue about privacy, user experience, and wider implications of wearable devices.

Mark began his Internet career as a graduate researcher at the MIT Media Lab, where he created interactive comics for the Web’s first personalized news service, called Fishwrap. In the mid-1990s he worked with Seth Godin at Yoyodyne, which later sold to Yahoo. He holds bachelor’s and master’s degrees in computer science from MIT and lives in New York City with his wife and son.

Mark is an Eagle Scout, a patented inventor (US5048839), and was named “one of the 1,000 most creative people in America” by Richard Saul Wurman, founder of the TED conference.

Endorsements: Seth Godin wrote, “Mark practically invented the science of simplified web design.” Douglas Rushkoff wrote, “Mark Hurst is the smartest person thinking about ways technology can make our lives easier rather than harder.”

Speaking engagements: Mark is speaking widely about “Customers Included” at conferences and private corporate meetings. Invite Mark to speak to your team, company, or event.

Comments from attendees of Mark’s past talks:
• “Mark gave a great talk and it really fired me up. The case studies are great examples that really drove home his points.”
• “Overall, good perspective for us to get, and it was time well spent. It was a simple message about observing customers but seems actionable.”
• “Mark’s presentation was really good – it’s nice to step outside of the day-to-day and be reminded of the broader thinking/approaches we can apply to our work. And, Mark’s presentation approach was a refreshing change of pace too!”

Mark’s speaking engagements include…
Companies: New York Times, Cisco, Fidelity, Autodesk, Squarespace, Constant Contact, Wells Fargo, Carbonite, Shake Shack, GrubHub/Seamless, Gogo Internet, CareerBuilder, and others
Events: MarketLive 2014 summit (keynote), DLD 2014 conference, BRITE 2014 conference, IxDA NYC, Gel 2013, and others

Contact Mark: Email / LinkedIn / Twitter