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Derek O'Grady is a CX strategist currently serving as a Principal Analyst and Project Manager at National Grid, where they focus on delivering exceptional customer experiences through operational excellence. Previously, from 2021 to 2025, they held the position of Vice President of Customer Experience and Customer Marketing at Forrester, where they launched an internal CX program and led significant product transformations. With extensive experience in customer experience and business operations, Derek has held various leadership roles at ACI Worldwide and Fidelity Investments, demonstrating a strong ability to enhance customer loyalty and business success. They earned a Bachelor's degree in Communication from the University of New Hampshire and a Project Management Certification from Boston University.