Industry Voice | Andy Ellis | What Customers Are Asking Security Providers in 2026
One of the most interesting themes emerging from customer conversations is the growing focus on understanding the value security delivers beyond its day-to-day activities.
Of course, discussions around officer deployment, CCTV coverage and site security remain an essential part of any security strategy. What I am hearing more often, however, are questions about outcomes, visibility and how organisations can better understand the risks they face across increasingly complex environments.
Customers want to know where recurring issues are developing, whether vulnerabilities are being identified early enough and how security information can be used to support wider operational decision making. There is a growing emphasis on understanding not only what has happened, but what can be learned from it and how that knowledge can help shape future action.
In my view, this reflects a broader focus on demonstrating the value security provides to an organisation. Protecting people, property and assets remains the priority, but organisations also want greater visibility, stronger resilience and confidence that their security provision is helping them address challenges before they escalate.
The conversations that often deliver the most value are those that move beyond discussing individual services or technologies and focus instead on what an organisation is trying to achieve. Whether that's reducing risk, improving visibility across multiple sites, strengthening resilience or creating a safer environment for people, aligning security to those objectives makes it easier to demonstrate value, identify opportunities for improvement and ensure security is supporting the wider needs of the organisation.
As customer expectations continue to develop, I believe the organisations that gain the greatest benefit from security will be those that look beyond activity alone and focus on the insight, resilience and confidence that effective security can provide.