Charles Hughes

Director Field Services
Walgreen Co

Charles Hughes, Director of Field Services for Walgreens, leads a team of field service technicians to support the technology and services at more than 8,600 locations. He is responsible for driving continuous improvement in service delivery and creating value for Walgreens. Under his leadership, his team is transforming the Walgreens support model, including adding more services for maintenance, installation and repair. He is a strong advocate for using financials, metrics and leveraging technology to help manage the business. He sees these as critical tools in creating a culture where field technicians can thrive and enjoy sustainable success. He has developed a strong reputation for driving down costs and raising service levels.
Charles has also served in the positions of Network Operations Center Director, Field Services Manager, Service Delivery Manager and Field Services Supervisor. His previous employers include Intrado, Acuative, Level 3 and WilTel. Prior to entering the civilian world, Charles served 12 years in the US Army in the Field Artillery and Signal Corp. where he earned the rank of First Sergeant. He holds a Bachelors and an MBA with a focus on transformational leadership.
When not engaged in work or family obligations, Charles works to improve his culinary skills and developing the perfect outdoor cooking experience and menu.

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

Download The Latest Agenda

Disruptive Service Technologies Focus Day

Wednesday, January 4th, 2017

14:45 Establishing The Role Of People And Technology In Today’s Service Organization

· What happens if you put more thought and effort into technology than you do people
· Finding the ideal balance between use of the right people and right technology
· If you don’t have great leaders, you won’t take full advantage of great tools
· How to train your leadership to embrace tools and people most effectively

16:30 Collaborative Roundtable Discussions With The Day’s Speakers

Did a presentation from earlier in the day spark your interest? Of course! Now you get to sit down with that speaker and 10 – 15 other attendees to dive deeper into the content, ask questions, and share your own experiences that relate to the topic.

#1 Aligning Service And Support Technology Investments With The Needs Of Your Business
Neil Johnson, VP Technical Solutions & Support, Fujifilm North America

#2 Establishing The Role Of People And Technology In Today’s Service Organization
Charles Hughes, Director, Field Services, Walgreens

#3 Enhancing The Use Of Handheld Devices To Increase Technician Efficiency
Mitch Clarke, EVP Field Services, Goodman Networks

#4 Putting Resources At Their Fingertips: Building The Best App For Your Service Technicians
Frank Steinocher, CIO, Shumate Mechanical

Becoming A World-Class Service Organization

Saturday, February 4th, 2017

14:25 Workforce-As-A-Service: How Walgreens Is Using “On-Demand” To Pioneer A Field Services Revolution

There's a reason one of America's most iconic retail brands is revamping its store support service model. The savvy retailer is using an on-demand technology platform to build a flexible and independent workforce of top-rated service professionals. Using this "Workforce-As-A-Service" model, the company has been able to slash its operating costs, improve its response time and boost its bottom-line.

Attend this session to learn how one of country's largest retailers is pioneering a service delivery revolution.