Gary Gregg, Chief Product Officer at OSG

In this episode of The Think Factory Podcast, Gary Gregg, Chief Product Officer at OSG, shares his insights on the evolving landscape of customer communications and how emerging technologies like AI and augmented reality are reshaping the industry. Gary discusses his career trajectory, from his early days in the CCM and CXM space to his current role at OSG, where he’s helping drive a digital-first strategy. He highlights the shift from static, one-size-fits-all communications to personalized, AI-driven experiences. The conversation also touches on the future of customer engagement through augmented reality and the challenges businesses face in integrating their CCM platforms with real-time systems via APIs.