In-house AV teams often face the same challenge — their work is vital, yet their value remains invisible to leadership. This session bridges that gap by teaching AV managers how to translate technical success into measurable organizational impact. Through real-world examples and practical tools, participants will learn to design a service metrics framework that connects performance data, resource allocation, and cost recovery to overall business strategy.

Attendees will explore methods for tracking utilization, staff time, and equipment value; building service-level models that distinguish between basic, full, and premium support; and communicating outcomes in language that resonates with executives. By the end, participants will have a roadmap for turning operational data into a compelling narrative that secures resources, justifies growth, and positions AV as a strategic partner — not just a support function.