He started with a brief history of Creative Good from his early days with Ramen Noodles to the conference which was a significant event on the Creative Good timeline. Mark said that there are still miles to go in improving the customer experience online. He cited many examples from the 2000 holiday e-commerce report. He also said that for the future, customer experience will encompass a space much greater than the internet. It is not, it's bigger.
People think wireless is an extension of the internet.
The basics still don't work. See the Creative Good Holiday eCommerce Report . Search, checkout, merchandising, organization, budgets are not aligned to the customer experience. Interface is less important that attitude. Simply look at the newspaper headlines for evidence of the transition.