Charles Hughes

Founder Aligned Growth Solutions

August 10, 2026

1:05 PM Track B: Workshop B: Your Processes Are Documented. So Why Is Execution Still Inconsistent?

Your team has the SOPs, the service standards, and the training decks. So why does the customer get a different experience depending on which technician shows up, or which location they're dealing with? In this working session we will walk through a hands-on method to find exactly where your documented standards and your real-world execution diverge. Bring your own operation into the room.

You'll leave with a prioritized list of where to focus first, or at minimum a repeatable way to build that list on your own, and a clearer read on where your customer experience is most exposed to inconsistency right now.

August 11, 2026

1:50 PM Track B: Panel: Balancing Remote, Self Service, and Onsite: Cost, Safety, and Customer Expectations

As remote diagnostics, AI enhanced portals, and virtual assistance mature, more incidents can be resolved without a truck roll, yet most service workloads still ultimately require an onsite technician. This panel brings together leaders who are actively shifting volume toward remote and self service while protecting safety, compliance, and customer trust, and who are rethinking when an in person visit is still the right answer.

Panelists will share how they segment use cases by risk and complexity, design journeys that move customers between channels without friction, and measure the true cost and experience impact of each option

Discussion includes:

Creating practical frameworks for deciding what belongs in self-service, remote support, or onsite dispatch based on cost, risk, and customer impact
Utilizing AI-powered portals, diagnostics and knowledge tools without eroding satisfaction
Developing metrics and governance models that keep operations, safety and CX aligned

3:30 PM Track A: Why Your Operation Breaks Down Before AI Can Fix It, and What To Do About It

Everyone is talking about AI capability. This session talks about AI readiness, and why so many field service technology investments underdeliver on foundations that aren't ready for them, even when leaders assume they are. Charles Hughes, a 25-year field operations COO, breaks down the real pattern behind it and gives you four diagnostic questions to find out if your organization has a technology problem or an operational one (hint: it's usually the second one).

Operator-to-operator truth, and a framework you can bring back to your leadership team the same day.

Check out the incredible speaker line-up to see who will be joining Charles.

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