ASK GLEN…2026 Audio Visual Client Expectations

Glen Brazier is a seasoned professional in the audio-visual industry, known for his ability to deliver innovative and reliable solutions tailored to client needs. With years of experience in AV technology and integration, Glen combines technical expertise with a strategic approach to help organisations achieve seamless communication and collaboration. His reputation for integrity, problem-solving, and forward-thinking makes him a trusted advisor for businesses seeking cutting-edge AV solutions.

We sat down with Glen Brazier, Technical Manager, to discuss how Audio Visual expectations are changing as we move into 2026. The conversation highlighted AV’s shift into critical business infrastructure, the impact of hybrid-by-default working, and the growing importance of standardisation, security, and lifecycle management. Glen’s insight reinforces a simple message: in 2026, good AV is reliable, user-focused, and invisible when it works.

Q: Glen, how would you summarise client AV expectations going into 2026?

Glen:
By 2026, AV is no longer seen as a “nice-to-have” or something owned by facilities. It’s now treated as core business infrastructure, alongside networks, cloud services, and cybersecurity. Organisations expect AV environments to be stable, predictable, and resilient because meetings are no longer just internal catch-ups — they’re often customer-facing, revenue-impacting, and sometimes legally or commercially sensitive.

From a technical standpoint, that means AV systems must be designed with uptime, redundancy, and remote management in mind. If a room goes down, it’s viewed as a productivity or reputation risk, not a minor inconvenience.

Q: What’s changed most in how customers view meeting rooms?

Glen:
The biggest shift is that hybrid is now the default operating model, not a temporary solution. Rooms aren’t designed just for the people physically present anymore — they’re designed for the remote participants first. If remote users can’t hear clearly, see who’s speaking, or feel included, the room has failed its purpose.

Technically, this pushes us toward better microphone design, intelligent camera behaviour, and platforms that are tightly integrated with Teams, Zoom, or Webex. The room needs to adapt dynamically to how people use it, rather than forcing users to adapt to the technology.

Q: Where do most meeting failures still occur?

Glen:
Audio is still the weakest link in most deployments. Video tends to get the budget and attention, but bad audio instantly kills collaboration. Echo, poor mic pickup, background noise, or inconsistent levels make meetings frustrating and ineffective.

In 2026, the expectation is that audio just works — regardless of where people sit, how they speak, or whether the room is full or half-empty. That means better microphone placement, DSP tuning, and AI-based noise reduction, not just adding more microphones and hoping for the best.

Q: Are clients still asking for bespoke AV rooms?

Glen:
Much less than they used to. Most organisations have realised that bespoke rooms are expensive to build, difficult to support, and inconsistent for users. The trend is firmly toward standardised room types — small, medium, and large — that behave the same way in every office.

From a technical perspective, standardisation allows us to build known-good designs, reduce variables, and troubleshoot faster. It also makes life easier for users, because they don’t have to relearn how every room works.

Q: What does that mean technically?

Glen:
It means designing repeatable, documented solutions using approved hardware stacks. That could be Logitech or Poly at the room level, Cisco at the enterprise level, and Crestron or similar for control where needed. Once a design is validated, it’s rolled out consistently.

This approach also supports better lifecycle management, firmware control, and remote monitoring, because you’re dealing with known configurations rather than one-off builds.

Q: How has AV support changed?

Glen:
Support is now expected to look and feel like IT support. Clients want clear SLAs, proactive monitoring, and structured escalation paths. They don’t want to wait until a room fails during a board meeting to find out there’s a problem.

Lifecycle management is a big part of this. Clients expect us to know when hardware is approaching end-of-life, when firmware will stop being supported, and when platform changes might introduce risk.

Q: How important is remote diagnostics in 2026?

Glen:
Remote diagnostics are absolutely critical. In most environments, the first response to an issue should be remote — checking device status, logs, firmware versions, and network connectivity. In many cases, problems can be resolved without a site visit at all.

Even when an on-site visit is required, remote diagnostics ensure the engineer arrives knowing exactly what they’re dealing with, which reduces downtime and wasted time on site.

Q: What does “good user experience” actually mean now?

Glen:
Good user experience means no thinking required. Users shouldn’t need instructions, cheat sheets, or training. They walk into a room, tap once to join, and the room behaves intelligently — cameras frame speakers, microphones adjust automatically, and the meeting starts on time.

If users have to call IT or AV support to start a meeting, the system hasn’t been designed properly.

Q: How is security affecting AV design?

Glen:
Security teams now treat AV devices as fully fledged network endpoints. That means they’re subject to the same scrutiny as laptops or servers. Firmware updates, vulnerability disclosures, and vendor patching policies are all under review.

From a design perspective, this means selecting platforms that integrate with corporate device management and meet security standards. If a device can’t be secured or managed properly, it won’t make it through procurement.

Q: Are AI features genuinely adding value, or just marketing?

Glen:
AI is genuinely adding value now, but only when it’s implemented properly. Features like noise suppression, speaker tracking, auto-framing, and transcription significantly improve meeting quality — especially in hybrid environments.

The key expectation is that AI works in the background. Users shouldn’t have to enable it, configure it, or understand it. If AI introduces complexity or unpredictability, it undermines trust in the system.

Q: What role does sustainability play in AV decisions?

Glen:
Sustainability is becoming a real decision-making factor. Clients are looking at energy consumption, hardware lifespan, and the environmental impact of frequent site visits. There’s a push toward remote-first support models and longer refresh cycles where possible.

Clear visibility of total cost of ownership is also important. Clients want to understand not just the upfront cost, but what the system will cost to support and maintain over its lifetime.

Q: How has the role of the AV partner changed?

Glen:
The AV partner is now expected to act as a trusted technical advisor, not just an installer. That means proactively identifying risks, advising on platform changes, and aligning AV strategy with IT and workplace goals.

Clients value partners who can help them plan, standardise, and future-proof — not just respond when something breaks.

Q: In simple terms, what does “good AV” look like in 2026?

Glen:
Good AV is invisible when it’s working and predictable when it’s not. It’s monitored, supported, and secured like IT infrastructure. It scales easily across locations and delivers the same experience whether you’re in the room or joining remotely.

If users don’t talk about the technology at all, that’s usually a sign it’s doing its job.

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