How Industrial Service Leaders Are Closing the Knowledge Gap Before It's Too Late with Mike Hughes of Peak International Group

Field service organizations are facing a crisis of knowledge transfer as experienced technicians retire, leaving behind irreplaceable tribal knowledge—yet most still rely on outdated systems and fragmented data. Mike Hughes of Peak International Group reveals how his team tackled this by deploying an AR-powered visual support platform that lets remote experts see what field engineers see in real time, slashing unnecessary truck rolls and boosting first-time fix rates. The breakthrough wasn't waiting for clean data or perfect infrastructure—instead, they started with what they had, using AI to bridge gaps in real-time troubleshooting. The result? Engineers no longer need to juggle three different systems, and customers get faster resolutions. But the real game-changer is cultural: today’s technicians expect AI tools as standard, and companies that don’t offer them risk losing talent. The future of industrial service isn’t about replacing humans—it’s about empowering them with intelligent, accessible knowledge at the point of need.