Mark Hurst founded Creative Good, the world's first online customer experience firm, in 1997 - a time when few people had heard the term "customer experience" and even fewer knew why it was so important. Since then Creative Good has worked with hundreds of clients, from Fortune 500 to startups, on becoming more customer-centered and improving business metrics in the process. Mark also runs the Councils with business partner Phil Terry.

In his copious spare time, Mark pursues his wider interest in all forms of "good experience" by writing a newsletter and blog called (of course) Good Experience, which reaches tens of thousands of people every week; running an annual conference called Gel (short for Good Experience Live) to spotlight the heroes and leaders in good experience, and posting the videos afterward; writing and publishing a book on information management called Bit Literacy; writing the annual Uncle Mark product guide; developing (and continually improving) the online todo list Gootodo, and taking on several other harebrained labors of love.

A couple of years ago Mark's site "This Is Broken" became popular, but it got to be so much work that now it's a purely user-generated Flickr group.

Hurst began his Internet career as a graduate researcher at the MIT Media Lab, then worked with Seth Godin at Yoyodyne. He holds bachelor's and master's degrees in computer science from MIT and lives in New York City with his wife and son.

He's also on Twitter and Facebook.

Contact Mark Hurst: mark@creativegood.com