How and Why EV Charging is Now Shifting From Expansion to Performance
On April 9, 2026, Percepta released a LinkedIn article, “Why Execution Is Defining the Next Era of EV Charging, written by Omar Riahi, Percepta’s Global EV Enablement & Sales Development Manager. The article was part of Percepta’s The Service Lane series.
Reprinted from The Service Lane with permission from the author and Percepta:
This week, we’re bringing a perspective directly from the field. In March, Omar Riahi, Percepta‘s EV Specialist, attended the EV Charging Summit & Expo in Las Vegas—one of the industry’s key gatherings for charging networks, infrastructure leaders, and innovators shaping the future of electrification. What he observed reflects a broader shift happening across the EV ecosystem: the conversation is moving beyond expansion and into something more complex and more critical.
In this guest contribution, Omar shares why execution, not deployment, is quickly becoming the defining challenge for EV charging.
Execution Is the New Frontier in EV Charging
By Omar Riahi, Global EV Enablement & Sales Development Manager
The EV Charging Summit & Expo made one thing clear: the industry is entering a new phase.
For years, the priority was deployment. The goal was to build as many chargers as possible and expand the network. That work was essential, but it also revealed the next major challenge.
The focus is now shifting from expansion to performance, and that shift was echoed across keynotes and conversations throughout the event.
Performance Is the New Battleground
Reliability, uptime, and customer experience have moved to the forefront. It is no longer enough to install chargers. They must work consistently, be intuitive to use, and deliver a predictable experience every time.
In the opening keynote panel on “The Changing EV Charging Infrastructure in 2026,” leaders from General Motors, PG&E, and Hyundai emphasized that meeting rising driver expectations will require more than deployment. It will require consistency and trust at every interaction.
That level of consistency is not easy to achieve, but it is what separates leaders from the rest. Chick-fil-A offers a useful comparison. With fewer locations and fewer operating days, they still outperform competitors because they execute consistently and prioritize the customer experience. The EV charging industry now needs that same discipline, operational excellence at every touchpoint.
Even areas that have historically lagged, such as multifamily residential, are beginning to show meaningful progress. It is gradual, but it is happening, and it is critical for broader EV adoption.
The most significant shift underway is how companies think about customer experience.
The organizations that will lead are the ones that resolve issues quickly, communicate clearly, and guide customers through a fragmented ecosystem of vehicles, chargers, software, and energy. Those that allow friction to build will face churn and public frustration.
Customer experience is not a soft metric. It is a form of brand protection, and increasingly, a driver of long-term utilization and revenue. A single unresolved issue can become a negative post that spreads faster than any marketing campaign. Preventing that moment is essential.
That shift is already visible in how companies are innovating. Nayax, led by CEO Carly Furman, introduced a new State-of-Charge capability designed to simplify payments and eliminate app friction. Drivers can pay at the kiosk, scan a QR code, and instantly access session details on their phone without downloading an app. It is a small change on the surface, but it directly addresses two of the most persistent pain points in public charging: fragmented ecosystems and lack of trust in the experience.
The Next Phase Is Execution
A clear model is emerging. AI provides speed and scale at the front end, while human support steps in when complexity or customer preference requires it. This hybrid approach is becoming the standard for high-performing service organizations, balancing efficiency with empathy.
At the same time, the competitive landscape is evolving quickly. In a Day Two keynote, IONNA CEO Seth Cutler discussed loyalty programs, subscription models, and even the possibility of free charging. Moves like these signal a shift from infrastructure to customer engagement, where networks compete not just on coverage, but on the value and experience they deliver to drivers.
The industry has built the foundation. The next phase is not about adding more chargers. It is about ensuring they perform, consistently, seamlessly, and at scale.
Because in EV charging, performance is what drives utilization, and utilization is what ultimately determines who wins.
Appreciation to everyone who contributed to the conversations and insights at the event: Bradford Crist, ⚡️ Angelo E., Max Bregman, Chris Kaiser, Loren McDonald, Eric Smith ⚡️🔋➕, Jason R Goldfarb, Andrew L., Robb Monkman, MBA, and Mike Doucleff
Terrapinn Officially Acquired the Ev Charging Summit & Expo
Terrapinn recently announced that the company has officially acquired the EV Charging Summit & Expo. EVinfo.net is proud to be a marketing partner of Terrapinn’s EV Charging Summit & Expo and MOVE America, September 23-24, 2026, Huntington Place, Detroit, MI.
Why This Matters for Partners
For more than 30 years, Terrapinn has built a global reputation for driving innovation through world-class B2B events and industry conferences. By becoming part of the Terrapinn portfolio, EVCS is positioned to deliver even greater value to partners, exhibitors, and attendees.
Enhanced Event Operations
Partners will benefit from Terrapinn’s extensive experience in large-scale event management, including advanced event technology, improved attendee engagement, and stronger networking opportunities across the industry.
Stronger Industry Connectivity
The partnership creates direct alignment with Terrapinn’s established global networks across the energy, transportation, and technology sectors, expanding opportunities for collaboration, visibility, and business development.
Expanded Growth Opportunities
With access to broader marketing resources, increased international reach, and a larger operational platform, exhibitors and partners will have greater opportunities to scale their businesses and connect with new customers faster than ever before.
