The 2022 Electronic Security Expo (ESX), presented by Electronic Security Association (ESA), has released the full educational lineup for its educational conference which will take place at the Fort Worth Convention Center in Fort Worth, Texas from June 14-17. 

In addition to the main stage presentations and networking opportunities, the 3.5 day event includes 35-plus educational sessions across nine tracks, designed specifically for security professionals. In keeping with the event’s theme, “Security Connected,” sessions will touch on new markets and best practices that will help businesses grow and remain competitive.

Attendees who are looking to address a specific business challenge or opportunity can look at the collection of focused sessions, including: 

Customer Focused

An important component in your customer engagement strategy is delivering a hyper-personalized experience that tailors products, services, and experiences according to their needs and wants. Learn how this strategy provides an emotional connection between a customer and your brand to buy more and refer more and deepen their loyalty. Sessions in Engaging Customers Track: 

• Top 5 Ways to Authentically Keep Your Customers Loyal 
• Expert Ways to Consistently Deliver Great Customer Service 
• Leveraging Data: Analytics that Drive Customer Experience, Sales and RMR 

Employee Focused

Leading a team means inspiring others to achieve certain desired outcomes. Deciding how you manage for success is critical in today’s workforce. Learn from seasoned leaders their leadership strengths and why focusing on engagement rather than merely output will boost your company’s success. Sessions in Managing for Success Track: 

• Navigating a Tight Labor Market – Find. Retain. Augment. 
• Sales Management – Coaching Talent for Success 
• 7 Practical Ways to Become a Better Boss

The Business of Security

Identify proven practices that take your company to the next level, financially, legally, and operationally. Learn to manage your risks, improve top line revenues and bottom-line profits, and increase RMR. Sessions in The Business of Security Track: 

• Labor Utilization Methods – Best Practices to Manage Rising Costs 
• Handling Contract Modification Risks 
• Reducing Truck Rolls Through Technology and Repeatable Best Practices 
• The Internet of Litigation: Security. IoT. Cyber Attacks. 
• The Connected Experience – Security. Convenience. Privacy. 

Financial Growth

Expanding a business offers the potential for many growth opportunities. Employees, customers, and owners all benefit from sound business growth strategies with increased wages, expanded products and services, and greater profits. Learn to manage growth with insights on how to implement key performance indicators that drive sustainable financial results. Sessions in Financial Growth Track: 

• Measure Your Financial Results with the Right Metrics – Financial Boot Camp (Two Part Series)
• Drones and Robots – The Future of Security?
• Improve Customer Retention by Understanding Attrition

New Markets

Expanding into new markets can be an effective way to grow your business. Having a disciplined approach will help you identify complimentary markets and innovative product and service offerings. Learn how to assess each growth opportunity more accurately and develop a viable go-to-market strategy. Sessions in New Markets Track: 

• SMBs – Expanding Opportunities with New Services 
• Top 5 Factors Before Entering the Multifamily Market 
• Supercharge Residential Sales with Innovative Products and Services

Increased Sales

Investing in your sales team has a meaningful and positive impact on your sales results. Learn how to coach the sales team for better results and identify the products and services that grow your revenues and RMR. Sessions in Increased Sales Track:

• Powerful Hacks to Grow Your Recurring Revenue 
• Best Practices for Promoting Your Company Via Social Media 
• Fire Alarms – New Codes, Services and Technology that drive RMR

The Business of Monitoring

Delivering quality security and life safety monitoring services to end-users, including cloud-based lifestyle enhancements, is mission critical 24/7. Discover best-of-breed operator training, state-of-the-art technology infrastructure, and vital monitoring processes and procedures for next-gen central stations. Learn from seasoned professionals who share best practices to maximize your 24/7 monitoring operation effectively and profitably. Sessions in The Business of Monitoring Track: 

• Monitoring Center Benchmarking: Track. Measure. Manage. 
• New Monitoring Trends and Practices That Reduce False Alarm Dispatches 
• Monitoring Innovation in Action

The Future is Now

Examine the future of our industry through emerging trends, new products, technologies, and services that will excite your customers. Discover what and who are reshaping our industry, explore exit or succession strategies, and create a vision of what’s next for you and your company. Sessions in The Future is Now Track: 

• Industry Introspective – Challenges, Trends and Opportunities 
• Rise of the Machine – When and How to Leverage Artificial Intelligence 

Executive Leadership

Today’s company leaders are facing unprecedented challenges. Workforce shortages, supply chain delays, technology platforms rapidly being upgraded, and consumer demands ever changing. ESX has teamed up with Executive Education at the Southern Methodist University (SMU) Cox School of Business to develop 4 hours of executive leadership education that will provide breakthrough insights and advanced skills on change leadership and people management – two of the toughest areas for integrator companies. The instructors who will deliver the learning experiences are proven experts and thought leaders. They’re top practitioners with years of experience solving tough business problems for leading corporations nationwide. And they’re passionate educators—dynamic, committed mentors whose enthusiasm is contagious. Workshops in the Executive Leadership Track: 

• Leading Change that Works 
• Hiring, Engaging, and Retaining Your Best Talent  

“We’re excited to bring our community together this June for best practice and idea sharing, anchored by a stellar education session lineup,” said George De Marco, chairman, ESX.

“Now more than ever, it is imperative for security professionals to take advantage of opportunities that drive growth and profitability, improve the customer experience, and prepare them for the future.” he continues.

“ESX is focused on providing the best possible program for our community and we’re confident that they’ll walk away energized and inspired ready to take on today’s changing competitive landscape.”

The complete listing of educational programming, including NEW leadership sessions, can be found here.

ESX Passes range from free options to $699 for the new ESX Executive Pass. Prices will increase April 1. Visit ESXweb.com/register for more.

With changing social, economic and business environments, security professionals need to adapt to new market strategies and offerings. Identifying the right next gen products and services can have a positive impact on the customer pipeline, improve the customer experience and keep customers loyal. 

New Markets: SMB’s – Expanding Opportunities with New Services 

As the world experiences a digital transformation and a renewed reliance on broadband services, small to medium businesses (SMBs) are poised to invest in their physical security and network system. According to Parks Associates, 21% of SMBs report a need for products and monitoring services that deliver safety and security for their employees and business. Currently, one-half of SMBs have a security system, with 45% of those systems being professionally monitored. During the session, “New Markets: Expanding Opportunities with New Services” members from Parks Associates will share insights and address the following: 

• How remote work arrangements have exposed new security vulnerabilities and increased the need for cyber security solutions 
• How security providers can benefit from offering value-added services that include on site security and monitoring services, advanced threat detection, wi-fi and network configuration, and other services 

Industry Introspective – Challenges, Trends and Opportunities  

The pandemic has changed the world, and its effects will be lasting in the near future. Regardless of the industry, change happened, touching each one in different ways. The security industry wasn’t immune to the effects of Covid. However, many dealers and integrators flourished during the pandemic, as they adapted to change and were aggressive in their approach to tackling the new normal. Profound and practical applications are being applied to innovative technology and services, especially as artificial intelligence and machine learning gain more acceptance. The delivery of security services is being affected by remote working models, cost of higher wages, reinvention of supply-chains, new applications of technology, and critical protection of information security. During the session, “Industry Introspective – Challenges, Trends and Opportunities” Micheal Barnes of Barnes Associates, Inc. will cover: 

• What pandemic-induced consumer and business behaviors are not going away  
• The industry trends and challenges that will affect your business and how to prepare for tomorrow – strategically, operationally, and financially. 
• The business attributes and metrics buyers will be focused on     
• How to capitalize on next-gen products and services and monetize them 
• What you must do to stay relevant and on top of your game 

“These sessions will provide a glimpse at how security professionals are navigating today’s business environment and protecting their customers against evolving threats,” says ESX Chairman George DeMarco.

“It is vital for ESX to provide a platform for security professionals to come together to exchange ideas and best practices. It’s how our industry gets stronger — by learning from one another. That’s why ESX 2022 is #SecurityConnected.” he continues.

The complete listing of educational programming, including NEW leadership sessions, can be found here.

ESX Passes range from free options to $699 for the new ESX Executive Pass. Prices will increase April 1. Visit ESXweb.com/register for more.

Session Highlight: Powerful Ways to Grow RMR by Exploring New Opportunities 

As the COVID-19 pandemic overtook the nation, nonessential work was put on hold, and customers became anxious about budgets, many security installers and integrators saw their businesses suffer. But those whose customers were contracted for subscription-based services weren’t as concerned – their Recurring Monthly Revenue (RMR) helped them weather the COVID storm.  

In an ESX Virtual Education Session, Preventia Owner Aaron Whitaker and the president of LOUD Security Systems, John Loud, shared their experiences with RMR business models and how to get employees and customers on board.   

Even if you can’t provide these services yourself, Loud said, you can partner with companies that do. Manage the billing and relationships and sell it to your customers as a customer service add-on. 

Opportunities for RMR:

• Cloud access
• Water detection and shutoff 
• Monitored smoke detector
• Life safety facility mangement
• Sprinkler systems / hood systems
• Guard dispatch
• Ankle bracelet monitoring
• Environmental monitoring (gas, water)
• Bank panic buttons
• Cybersecurity

Creating a Solution that Leads to RMR
“The long-term gain is that RMR that creates equity and stability in the company,” Whitaker said. As such, Preventia has designed their entire business around RMR. “We first look for what problem we are solving and see how we can make the customer happy while creating a solution that leads to RMR,” Whitaker explained. This is not only for the benefit of the business, but for the benefit of the customer as well, since security customers are increasingly asking for integrations. Whether it be smart home and video solutions, cloud video, or cloud access control, customers place huge value on being able to manage everything in one app. Subscription-based services are a draw for them. Because there are free options on the market for the aforementioned solutions, “Integrators have to drive value around these solutions and charge customers for it monthly,” Whitaker noted. 

Engaging Your Advocates 

On the commercial side, your biggest advocates for a security subscription are likely to be in the IT department. “We engage with IT as soon as possible,” Whitaker said. “IT values time: if it saves them time, they will pay money for it. Get on the IT budget.” 

Get comfortable having conversations with IT and “Be prepared to go beyond security,” Whitaker advised. Instead of just talking about the usual benefits of keeping a business secure, bring up the value of a cloud-based, integrated system. Owners and managers can make sure employees are getting to work on time and that things are running smoothly. One restaurant owner Whitaker cited loved that he could log in remotely to make sure the restaurant looked great and check that orders were going out in a timely manner. 

Getting Your Team on Board 

When you’re simply installing equipment, you’re making one sale. But when you’re adding security as a service, you’re doubling that sale. Take a look at how you’re compensating your sales team, Whitaker recommended. “Any good sales rep will work to maximize the compensation plan they have. Are you rewarding the equipment and installation more than the RMR?” Preventia has shifted their compensation plans so sales reps get more money for selling RMR. Loud added, “Think of how you can turn your commercial sales team into an opex rather than a capex.” 

When you migrate to an RMR model, management and leadership need to be built out accordingly to support the growth. “If you’re asking someone to pay you monthly, they’re expecting service on the backend,” Whitaker said.  

Loud commented on how RMR has changed his hiring and training processes. “Everything we look at in the hiring process is about customer care. I realized early on that I need folks who are customer-focused first, then we can easily train them how to install.” 

Reducing Attrition 

RMR reduces customer attrition because your relationship become more valuable to them and also stickier – it’s harder for customers to disengage if you’re providing multiple services. Loud, all of whose residential clients are on an RMR model, encouraged companies to start with their existing customers. “Go back to your base,” he said. “They trust, know, and like you, and they are paying you already.” He also suggested that companies that are providing subscriptions increase their rates regularly, and that they consider getting into access control if they aren’t there already, since it has “a lot of opportunity for RMR.”  

Though selling on an RMR model may feel unfamiliar at first, looking for opportunities to add subscription services benefits your customers as well as your business. They will enjoy the convenience of having a one-stop-shop for their security and security-related needs, as well as only having to manage one monthly bill for those services. Your business will become financially stronger in the process, helping you more effectively manage any uncertainty in the years to come.