OSG Labs Fosters Innovation


for what clients will need and then develop products to meet those needs. Finding an executable path is paramount for OSG Labs. Nuclo’s team is not composed of people in white coats siloed from the rest of the work-anywhere company (which is what may come to mind when you hear the word “lab”). Instead, OSG Labs is an incubator. The whole idea, Nuclo says, is to work with product, commercial, and other departments to capture new opportunities for disruption and act on them very quickly. “We want to become a better partner to our clients and change the conversation,” Nuclo explains. Projects have included new ways to design messaging to the end user, and ways to approach shared wallet and customer retention programs. The purpose of the Integration Lab, for example, is to “develop alternate routes to market through large, integrated partnerships with the leading core systems in the industries we serve, Nuclo says. “OSG’s Integrations Lab is spearheading this exciting initiative that will put our market- leading billing and payment products in the hands of more and more end consumers.”


That’s good news for the sales and client success team, because they have something new to talk to their customers about all the time. Organizationally, OSG Labs sits between commercial and product, and works with everyone to innovate. The sales and client success team can provide feedback on what clients need – and go back to the clients with reports on what’s soon to be released from


the Labs. Nuclo describes it as the foundation on which future products will be developed. “If you believe that customer preferences are stagnant, then you should sell paper statements at a different company,” Nuclo says. What OSG is doing – thanks, in part, to the work at OSG Labs – is looking past the ways things have always been done.


“People should come to work here because we are a company that is always trying to do better,” he says.


Current OSG Labs projects include introducing AI to drive more intelligent customer engagement. The holy grail, Nuclo says, is to achieve personalization at scale. The team analyzes the conditions of disruption in the statement and payment spaces.


Adds Nuclo: “We wake up every day and think we are a bigger company.” 


‘‘ Lots of


companies want to transform, or talk [about] transforming; but, through the OSG Labs structure, we have created a path forward into


transformation.” JOHN NUCLO, EXECUTIVE VICE PRESIDENT OF OSG LABS


OSG LABS TAKES A DATA-DRIVEN APPROACH TO UNDERSTANDING CONSUMER BEHAVIOR.


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