The Wilmac Wire

Wilmac Technologies
  • 5.0 (1)
  • TECHNOLOGY
  • UPDATED BIWEEKLY

Where the drivers behind customer interaction technology, AI, and community innovation share how they’re shaping what’s next.

  1. 3D AGO

    Agentic AI, Staffing Stability, & Bringing Workforce Management to 911 – A Behind the Build Update with Bob Pease

    Send a text In this Behind the Build episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Wilmac’s VP of Engineering, Bob Pease, to unpack how Continuity WFM is evolving and how agentic AI is reshaping workforce management in public safety. Recorded just months after launch, they share how the product has matured, from advanced forecasting to Mac, Wilmac’s AI agent designed to streamline onboarding, scheduling, and optimization for 911 centers. They also break down what makes agentic AI different. Mac is built to take action, executing workflows, configuring environments, and guiding PSAP leaders through complex processes in plain language to support faster, smarter staffing decisions. The conversation closes with why workforce management has long been standard in enterprise contact centers but largely missing in public safety, and what that gap means for wellness, retention, overtime, and emergency readiness. Here’s what you’ll hear about: How Continuity WFM has evolved since launchWhy forecasting matters in 911 centersThe difference between generative and agentic AIHow Mac automates onboarding, scheduling, and optimizationWorkforce management’s impact on wellness and retentionThe total addressable market for AI-driven WFM in public safetyHow Wilmac is engaging with APCO and NENA standards groupsEpisode Breakdown: 0:00 Welcome + Behind the Build intro 3:46 This or That with Bob 5:57 How Continuity WFM has matured post launch 11:38 Workforce management in PSAPs vs. contact centers 17:15 Employee wellness, retention, and overtime impacts 23:00 What makes agentic AI different 25:16 Mac and AI-powered onboarding 29:20 Forecasting and predictive staffing insights 32:48 Managing two product roadmaps at once 35:07 Total addressable market and go-to-market strategy 39:18 The broader impact of AI in public safety 42:05 What’s next on the roadmap Connect with the hosts: Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Bob Pease: https://www.linkedin.com/in/bobpease/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=e8f41c1a24614e1c

    45 min

  2. FEB 19

    Leading a U.S.-based BPO, AI in Practice, & Industry Shifts – A Conversation with Thomas Laird

    Send a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Tom Laird, CEO of Expedia Interaction Marketing Group and Auto QA, for a refreshingly honest conversation on the realities of running a modern contact center.  Tom is a rare voice in the CX space, someone who always knew this industry was his path. He shares how he grew up in the call center world, built Expedia after a difficult private equity experience, and later launched Auto QA to bring AI-powered quality assurance into real contact center workflows.  The conversation covers everything from culture and leadership in a work-from-home era to why Tom believes the industry’s biggest conferences miss the mark, plus what the NICE Cognigy acquisition and the broader AI shift really mean for operators today. Tom’s take is clear: AI is powerful, but success depends on strong data foundations, realistic ROI expectations, and solving the right problems first.  Here’s what you’ll hear about: Tom’s journey from family-run BPO roots to CEOBuilding Expedia and Auto QA from the ground upThe future of QA and coaching with AICulture challenges in hybrid contact centersHonest perspectives on CX conferences and vendor noiseWhat NICE’s AI moves signal for the marketEpisode Breakdown: 0:01 Welcome + guest intro 4:19 This or That with Tom 14:22 Tom’s career journey and building Expedia 17:42 Launching Auto QA and productizing AI 27:45 Tom’s involvement with NICE advisory boards 31:00 Scott Russell’s impact and NICE’s AI direction 38:00 AI hype vs. real execution in contact centers 47:55 Biggest lessons learned adopting AI 51:21 Closing + where to find Tom Connect with the guest: Tom Laird: https://www.linkedin.com/in/tlairdexpivia/ Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ 🎧 Listen to more episodes: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast

    53 min

  3. FEB 12

    Building Dixon Schwabl, Shaping Culture, & Giving Back to Rochester - A Conversation with Lauren Dixon

    Send a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Lauren Dixon, founder and board chair of Dixon Schwabel, for a conversation centered on brand, culture, and leadership. Lauren shares the story of building one of Rochester’s most recognized marketing agencies, from taking the leap to start her business in the late 1980s to creating a workplace culture that has been named a Great Place to Work for 15 consecutive years. She reflects on what it truly takes to build an environment where people feel empowered, respected, and excited to show up every day. The conversation explores how culture is shaped through listening, values-based hiring, and staying true to your principles, even when it means making difficult business decisions. Lauren also discusses her deep commitment to philanthropy and community involvement, serving on 11 boards and believing that successful businesses have a responsibility to give back. They close with a timely look at how AI is reshaping the marketing industry, why Dixon Schwabel has created department-specific AI policies, and how technology is transforming productivity, profitability, and the future of work. Here’s what you’ll hear about: Lauren’s journey from journalism to founding Dixon Schwabel How to build a culture people want to be part of Why values and respect matter more than anything Leadership lessons from scaling a people-first organization The role of community involvement and philanthropy in business How AI is changing marketing, operations, and team structure Episode Breakdown: 0:01 Welcome and guest introduction 4:20 Lauren’s early career and founding Dixon Schwabel 12:10 Building culture through empowerment and values 18:45 Creating a workplace recognized as a Great Place to Work 27:30 Hiring philosophy and leading with integrity 35:40 Giving back through philanthropy and board leadership 44:10 Rochester’s growth and the role of collaboration 52:30 AI policies, productivity shifts, and the future of agency work 58:40 Closing reflections and leadership legacy Connect with the speakers: Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Lauren Dixon: https://www.linkedin.com/in/laurendixon2/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=7706a8d980294a8f

    52 min

  4. FEB 5

    Patient Experience, AI in Healthcare, & Leadership in Large-Scale Contact Center Ops – A Conversation with Rochester Regional Health’s Jason Zawodzinski

    Send a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Jason Zawodzinski, Senior Director of Communication and Command Center Operations at Rochester Regional Health, for a conversation at the intersection of healthcare, customer interaction technology, and AI. With more than 22 years at Rochester Regional, Jason shares his career journey from MIS graduate and early systems roles to leading a large-scale healthcare contact center operation supporting more than 400 agents and thousands of users across the system. He breaks down what makes healthcare call centers uniquely complex, where urgency and patient experience matter at every moment. Emily, Steve, and Jason explore how Rochester Regional is embracing digital transformation, from expanding omnichannel communication like texting and scheduled callbacks to leveraging AI-powered tools such as knowledge automation, trigger word protocols, and call summarization. Jason also highlights the importance of employee wellness, training, empathy, and engagement in sustaining high-performing teams in a demanding environment. The conversation closes with Jason’s perspective on the future of AI in healthcare, the growing role of collaboration across organizations, and what innovation can unlock for both patients and providers. Here’s what you’ll hear about: Jason’s 22-year career path and leadership in healthcare operations How healthcare contact centers differ from traditional CX environments Digital transformation through texting, automation, and virtual care Using AI for authentication, protocols, and real-time agent support Preventing burnout and building an engaged, mission-driven workforce What’s next for patient experience and AI in healthcareEpisode Breakdown: 0:02 Welcome and guest introduction 6:01 Jason’s career journey into healthcare and contact centers 13:10 Leading Rochester Regional’s command center operation 19:17 Omnichannel shifts and meeting patients where they are 26:32 Workforce wellness, adherence, and engagement 32:05 AI adoption, automation, and knowledge tools in the center 40:21 COVID as an accelerator for cloud transformation 45:14 What’s next for AI and patient experience innovation 48:11 Collaboration and closing thoughts Connect with the speakers: Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/  Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Jason Zawodzinski: https://www.linkedin.com/in/jasonzawodzinski/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=1ece81e797ae4bd8

    51 min

  5. JAN 29

    Higher Education, Workforce Readiness, & Shaping the Future of Business Talent – A Conversation with Dr. Jacqueline Mozrall

    Send a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell are joined by Dr. Jacquie Mozrall, Dean of the Saunders College of Business at Rochester Institute of Technology, for a conversation on how business education is evolving alongside technology and AI. Dr. Mozrall shares her path from industrial engineering professor to RIT’s longest-tenured dean, and how Saunders is integrating AI into the curriculum to prepare students for increasingly technical workplaces. They also dive into what makes RIT’s experiential learning model stand out, including the co-op program and industry partnerships that help students graduate market-ready, with firsthand examples of RIT co-ops becoming full-time contributors at Wilmac. They close by discussing Rochester’s talent ecosystem, the role universities play in economic growth, and why stronger collaboration between business and academia matters for the region’s future. Here’s what you’ll hear about: Dr. Mozrall's path from engineering to academic leadershipHow AI is reshaping business education and curriculaWhy RIT’s co-op and experiential learning model worksPreparing students to lead in AI-driven organizationsRochester’s strengths in talent, affordability, and innovationThe role universities play in economic developmentEpisode Breakdown: 0:01 Welcome and guest introduction 4:00 Dr. Mozrall's career journey at RIT 11:30 How higher education has changed over 30 years 14:00 AI, technology shifts, and curriculum evolution 23:30 Experiential learning and the RIT co-op model 31:20 Preparing students for AI-enabled workplaces 37:20 Entrepreneurship, startups, and Rochester’s ecosystem 45:00 New initiatives at Saunders and applied AI collaboration 49:30 Closing thoughts and how to connect Connect with the speakers: Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Dr. Jacqueline Mozrall: https://www.linkedin.com/in/jacqueline-mozrall-28190327/ 🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=92c2aba31a9d4761

    51 min

  6. JAN 22

    Market Shakeups, AI Reality Checks & The Creator Shift – A Conversation with TechInfluencer Evan Kirstel

    Send a text In this episode of The Wilmac Wire, host Emily Miller is joined by Evan Kirstel, one of the most influential voices in enterprise tech, B2B social media, and AI-driven innovation. With more than three decades of experience across enterprise IT, UCaaS, CPaaS, CX, and emerging technologies, Evan brings a sharp, insider perspective on where the industry is headed and how leaders should be thinking about the future.  Evan shares how his career evolved from traditional sales, partnerships, and business development roles into becoming a top B2B content creator and media voice, with more than 600,000 followers across platforms. He breaks down why video has become the most powerful format for reaching modern enterprise buyers, how AI is transforming content creation, and why trust, community, and peer-driven insights now matter more than polished marketing assets. The conversation also dives deep into the rapid changes reshaping the CX and contact center landscape. Emily and Evan unpack the impact of AI adoption, major acquisitions and consolidation, the rise of vertical-specific solutions, and why proving real-world AI execution and ROI is now the new scorecard for vendors. Evan also shares his perspective on public safety technology, agentic AI, and what may surprise the industry in 2026. Here’s what you’ll hear about: Evan’s journey from enterprise tech roles to B2B influencer and media host  Why video, YouTube, and AI-powered content are changing B2B marketing  How enterprise buyers consume information differently today  AI execution, consolidation, and what’s really driving CX transformation  Why vertical-specific AI solutions are reshaping the market  The future of agentic AI and autonomous workflows Episode Breakdown: 0:02 Welcome and guest introduction 1:43 Evan’s career background and industry journey 5:00 Building influence through social media and content 7:24 Why video and YouTube matter for B2B 10:16 A day in the life of a B2B tech influencer 13:34 What’s working with AI in CX and contact centers 15:39 Industry consolidation and major acquisitions 18:43 Vertical AI and the future of CX platforms 21:07 Public safety, innovation gaps, and AI opportunity 25:44 Agentic AI and what’s coming in 2026 28:23 How enterprise buyers evaluate technology today 32:32 Communities, trust, and peer-driven influence 34:50 Where to connect with Evan and closing thoughts Connect with us: Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ Evan Kristel: https://www.linkedin.com/in/evankirstel/  🎧 Listen to more episodes: https://open.spotify.com/show/2lhL8QkXa9LUYlXjSAp3OE?si=bfa3453dbcd74e83

    36 min

  7. JAN 15

    Bitcoin Basics, Mining Innovation & Building in Rochester – A Conversation with Foundry CEO Mike Colyer

    Send a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Mike Collier, CEO of Foundry, a Rochester-based leader in decentralized infrastructure and the world’s largest Bitcoin mining pool. Mike shares his path from GE and the private equity “operator” world to going all-in on Bitcoin after a deep dive in 2017, and why mining was the entry point that made the most sense. emily-millers-studio-daesw_wilm…  He breaks down what a mining pool actually does, how Foundry supports miners at scale, and why energy, infrastructure, and grid dynamics are central to where mining happens across the U.S. They also talk about why Foundry was built in Rochester, how Mike approaches recruiting and building talent locally while operating with a distributed workforce, and what Rochester can do to better elevate high-impact companies in its own backyard. The conversation closes with Mike’s perspective on the evolving regulatory environment, why the industry is pushing for clearer rules of the road, and where he sees Bitcoin infrastructure headed next. Here’s what you’ll hear about: Mike’s career journey from GE and private equity to crypto What Bitcoin mining pools do and why Foundry’s role is so significant Why energy pricing and grid stability shape where mining happens How Foundry is building in Rochester and tapping local talent What regulation looks like now and what the industry is asking for Episode Breakdown: 0:01 Intro and why this episode 3:39 Mike’s Rochester roots and career background 7:11 The 2017 Bitcoin rabbit hole and why mining clicked 12:12 Foundry’s mission and building mining infrastructure in North America 21:39 Recruiting talent in Rochester and building a distributed team 23:53 What Foundry’s mining pool does and who it serves 29:14 The regulatory landscape and why rules of the road matter 39:30 Why Rochester and what’s next for Foundry Connect with the hosts: Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Mike Collier: https://www.linkedin.com/in/colyermike/ 🎧 Listen to more episodes: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast

    49 min

  8. JAN 8

    Growth at Wilmac, Perspective from Rochester, & Signals from the CX Industry - A Conversation with the Wilmac Wire Hosts

    Send a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell kick off season three in 2026 with a solo conversation to set the tone for the year ahead as the show moves into a new rhythm of weekly episodes and reflects on the podcast gaining traction beyond the studio.  From there, they dig into three themes shaping 2026: the state of Wilmac, the state of Rochester, and the state of the customer interaction industry. Steve highlights key wins from 2025, including 23 percent growth and major customer momentum, then shares why launching Continuity WFM is a milestone product built from the ground up with AI to solve mission critical staffing challenges in public safety. He sums up the mindset behind it simply: move fast, learn fast, and be drivers, not passengers.  They also share what they are learning through deeper involvement in Rochester, why building high paying tech jobs and investing in local talent matters, and close by breaking down major industry moves accelerating the shift toward AI, including NICE acquiring Cognigy, the Verint and Collabrio merger, and Five9’s new CEO announcement.  Here’s what you’ll hear about: Wilmac’s 2025 growth and top winsWhy Continuity WFM is a milestone launchDrivers not passengers and the leadership mindset behind 2026What Rochester needs next and why tech mattersThe biggest acquisitions and shifts shaping CX and AIEpisode Breakdown: 0:01 Welcome to Season 3 and why weekly episodes 2:10 Icebreaker this or that with Emily and Steve 11:34 State of Wilmac 2025 growth, wins, and momentum 16:49 Continuity WFM launch and building a product from scratch 32:15 State of Rochester community involvement and local growth 43:49 Industry news NICE Cognigy, Verint Collabrio, and Five9 CEO change 57:18 What to expect from Season 3 and closing thoughts Connect with the hosts: Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ 🎧 Listen to more episodes: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast

    1 hr
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About

Where the drivers behind customer interaction technology, AI, and community innovation share how they’re shaping what’s next.

Information

  • Creator
    Wilmac Technologies
  • Years Active
    2024 - 2026
  • Episodes
    55
  • Rating
    Clean
  • Copyright
    © 2026 The Wilmac Wire
  • Show Website
    The Wilmac Wire