Building a successful integration firm isn’t about chasing revenue — it’s about people, process and knowing what you stand for. That was the underlying theme at the CE Pro 100 Smart Stage session at CEDIA Expo 2026, where four leaders shared what’s working in their businesses, what they’d do differently and where the industry is headed.
The conversation moved from early hires and company culture to AI, vendor relationships and the discipline it takes to scale without burning out. Below are the highlights, as discussed by the panelists.
Meet the Panelists of CE Pro 100 at CEDIA Expo Smart Stage
Four integration leaders brought their perspectives to the Smart Stage at CEDIA Expo 2026:
- Michelle Ferlauto, COO at SoundVision.
- Tom Clancy, executive vice president of Audio Command Systems, celebrating its 50th year in business and ranked No. 6 on the CE Pro 100 list.
- Andres Klein, founder and chief marketing officer for Maxicon USA, in business for 21 years with 64 employees and a second office in Spain.
- Mike Restrepo, owner of Restrepo Innovations.
What Drives Business Success for CE Pro 100 Leaders
The panel opened with a simple question from moderator Zachary Comeau, executive editor at CE Pro: what actually drives success?
For Ferlauto, growth starts with leadership stepping back. “I think that’s a huge differentiator in how our company operates versus others,” she explains. “The people are what make the team, they’re delivering the work on a regular basis and we’re proud of how far we’ve come as a result of that.”
Clancy points to adaptability paired with accountability. He notes that markets shift and firms have to move with them while holding people to the company’s core ideals.
Klein ties hires back to shared values and a teamwork philosophy. From his perspective, the new team member has to fit the culture, not just the job description.
For Restrepo, it boils down to passion. He states that when a team is focused on “living the dream” and maintaining a strong drive, the qualities of accountability and scalability will follow naturally.
Critical Early Hires and Mindset Shifts
Turning to their smartest early moves, all four panelists emphasize that it is the roles that build a foundation.
Klein and Restrepo both prioritize having back-end administration and logistics before adding installers. That structure lets founders step out of the day-to-day and focus on scaling. “Having strong administrative support early on was key for us. It allowed me to focus on growing the business instead of getting bogged down in daily tasks,” Restrepo reveals.
For Ferlauto, having an in-house engineer to pre-build and program racks and networks before field deployment was a huge game changer as it allows the company to “to get ahead of all of the processes that take up time out in the field and ultimately provide a better customer experience.”
Clancy describes the bigger shift in identity, moving from a basic “AV company” mindset to a professional systems integration firm with dedicated CAD, engineering and programming departments. This change in self-perception reshapes how the whole business operates.
Defining Success in 2026
According to Clancy, the goal has moved away from raw revenue toward predictability, forecasting labor needs, margins and procurement requirements. With this in mind, the business runs on data instead of guesswork.
Ferlauto focuses on refining standard operating procedures and building AI into the plan as a functional tool.
Restrepo defines success through brand excellence, building a name synonymous with uncompromising quality rather than chasing size.
Meanwhile, Klein points to relationships beyond the client. In his opinion, forging in-depth connections with architects, interior designers and general contractors keep the pipeline healthy and the work collaborative.
Core Business Practices for Custom Integrators
Beyond strategy, the panel got specific about the business practices that hold a firm together.
- Discipline: Ferlauto underscores strict process discipline on the back end. Consistency delivers a repeatable customer experience and earns future referrals.
- Authenticity: Clancy ties trust to staying true to company morals and values. Clients feel the difference.
- Strong Leadership: Klein describes building a leadership team that holds itself accountable, then letting go of control so others can lead.
- Embracing Discomfort: Restrepo advises the industry “to get comfortable with being uncomfortable” which means testing new ideas while keeping a safe environment to fail and learn.
Advice for Emerging Integration Firms
For newer integration firms trying to find their footing, the panel offers practical guidance.
Klein emphasizes the importance of financial knowledge and connections, remarking, “If I had somebody that understood finances from the beginning [and] align myself to a group of people to network within our own industry, I think we could have actually even [reached] those particular milestones [easily].
Meanwhile, Ferlauto warns against chaos. “Chaos is contagious and it’s going to burn out your team and probably affect your personal life,” she says. “So, being organized and understanding that there’s going to be shifts that you’re going to need to make in how you perceive things and how you process things is going to be extremely valuable.”
Clancy delivers a reminder worth repeating: “not all revenue is good revenue.” He states that although an opportunity may seem ripe but if it is out of the area of specialty, the opportunity becomes a liability. “Learning the difference between revenue and profit is probably the single biggest recommendation I can make,” emphasizes Clancy.
Restrepo advises the younger generation to keep pushing through hurdles. “The more it hurts, the more the outcome will be better [and] the more you appreciate it,” he adds. “So, just embrace the ‘suck’ and keep it moving!”
The Future of Custom Integration: AI and Vendor Relationships
The session led by Comeau closed on two forces shaping the road ahead.
On the topic of artificial intelligence, the panel is clear-eyed. Clancy sees it as an efficiency tool that eliminates repetitive, boring tasks for employees rather than cutting the headcount.
Restrepo frames it as an equalizer that helps smaller shops compete, noting that “someone can break out and really be a game changer.” However, he cautions against using AI excessively. “Let the AI make you stronger, not weaker in that it does everything!”
On the other hand, Ferlauto underscores building strong, human-to-human connections with manufacturers and reps. “The most valuable thing that you can take away from this show or any expo that you go to are relationships,” she says. “Understanding the value and how to nurture those relationships is going to be key, because regardless of the product that you’re selling, at some point you’re going to need service.”
Klein agrees, adding that “vendor relationships are extremely important in order to grow and to really align yourself for a great future.”
Keep the Conversation Going
The Smart Stage at CEDIA Expo 2026 is where integrators, dealers, manufacturers, designers and business leaders share what’s actually happening in the field: what’s working, what’s changing and what’s coming next.
Want more insights like these? Visit the CEDIA Expo website to explore the Smart Stage lineup and upcoming sessions, and see what’s next for the integration community!