Meet Stephen O’Hagan – Client Relationship Manager, Digital & AV Sales
Behind every successful AV project is a trusted relationship – and that’s where Stephen O’Hagan comes in. As Client Relationship Manager for Digital & AV Sales, Stephen takes the time to understand what each client is really trying to achieve, then shapes practical, future-ready solutions around their business goals. From the first conversation through to handover, he works as a partner to his clients, making sure digital and AV systems genuinely support how their people work, collaborate, and communicate.
1. What’s your approach when engaging with new clients?
For me, it always begins with a conversation – not a sales pitch. I want to understand the client’s goals, how their teams operate day to day, and where the current technology is letting them down. Only once I have that full picture do I start talking about products or platforms. That way, the solutions we put forward genuinely fit the business and the people using them – not the other way around.
2. What’s the biggest misconception clients have about AV and digital solutions?
That AV is “just the screen” or “just the speaker.” Modern AV is a fully integrated ecosystem – displays, audio, control systems, video conferencing platforms, network, and ongoing support all working together. When clients see AV as a single product rather than a connected solution, they often end up with a setup that looks impressive but doesn’t quite work the way their teams need it to. Getting the design right at the start saves a huge amount of time, money, and frustration later on.
3. How would you summarise the value that great client engagement brings to a project?
Great client engagement is what turns a good project into a great one. It builds trust, keeps communication open, and ensures everyone – client, design team, installers, and support – is aligned around the same outcome. When clients feel heard and informed throughout, the project runs smoother, the end result is stronger, and the relationship continues long after the install is complete.
4. What’s the first thing you notice when you walk into a space with poor AV?
The body language of the people using it. You can immediately tell when a room is causing stress – people hovering around the table trying to get a meeting started, cables draped across surfaces, someone on their feet adjusting a camera. The technology should disappear into the background and let the meeting happen. When it doesn’t, productivity and confidence both take a hit – and that’s usually where the biggest opportunity for improvement lies.
5. What question do you wish more clients asked at the very start of a project?
“What will this look like in three to five years?” AV technology evolves quickly, and the way teams work continues to shift. Asking that question early opens the door to a more strategic conversation about scalability, standardisation across sites, and long-term support – rather than just solving today’s problem with today’s product.
6. What’s been one of the most satisfying client moments in your role so far?
Returning to a client months after a project went live and seeing the technology being used exactly the way it was designed to be – confidently, naturally, and without anyone thinking twice about it. When a client tells you their hybrid meetings have completely changed for the better, or that their team actually enjoys using the space now, that’s the moment you know you got it right.
7. How do you help clients feel confident using new technology after installation?
Training and aftercare are everything. We don’t just hand over a system and walk away – we make sure end users get tailored walkthroughs, clear documentation, and a direct line to our support team if anything comes up. Confidence builds quickly when people know the technology is reliable and that help is only a call away. That ongoing relationship is what turns a one-off install into a long-term partnership.
8. What AV or digital trend do you think is being overlooked right now?
The role of digital signage as an internal communications tool. A lot of organisations still think of signage as something purely customer-facing, but it’s becoming one of the most effective ways to communicate with staff – from wayfinding and meeting room booking to health and safety messaging and live company updates. When it’s done well, it transforms how information flows through a building.
Enhance Your AV Experience
To work with our Client Relation Manger and AV Specialist Stephen, and the rest of the team here at Stacked, give us a call today on 0818 40 99 88 or contact us online to see how we can enhance your AV setup.
