The Wilmac Wire

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

  1. 1D AGO

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

    Send us 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

  2. JAN 29

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

    Send us 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

  3. JAN 22

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

    Send us 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

  4. JAN 15

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

    Send us 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

  5. JAN 8

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

    Send us 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

  6. 12/18/2025

    Investing Early, Building Financial Confidence, & Leading Locally - A Conversation with Colby Feane

    Send us a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Colby Feane, Vice President, Financial Advisor, and Portfolio Manager at Wealth Enhancement Group. A longtime friend of Wilmac and former AAU basketball teammate of Steve, Colby joins the show to close out 2025 with a candid conversation. He reflects on his journey from Upstate New York and two-sport college athletics, to starting his career on J.P. Morgan’s institutional foreign exchange desk in New York City, and ultimately returning to Rochester to build a long-term professional and personal home. With more than two decades in investment management, Colby explains why investing often feels intimidating, especially for younger generations, and why education, time, and consistency matter more than trying to time the market. He also shares how employers can better support employees through financial education and 401(k) participation. The conversation also highlights Colby’s deep involvement in the Rochester community, including his work with the Greater Rochester YMCA, Monroe Community College Foundation, and Hobart College athletics, and why workforce development and accessible education are critical to the region’s future. Here’s what you’ll hear about: Colby’s path from college athletics to Wall Street and portfolio managementLessons from working in high-pressure financial environmentsWhy investing feels intimidating and how education helps close the gapPractical guidance on 401(k) participation and long-term planningHow community involvement shapes leadership and business impactWhether you are navigating your financial future, building a career, or invested in the growth of the Rochester business community, this episode offers a thoughtful and practical perspective to wrap up the year. Episode Breakdown: 0:02 Welcome and intro 1:15 Colby’s background and early career 6:45 Life at J.P. Morgan and Wall Street lessons 12:30 Wealth Enhancement Group and financial education 18:40 401(k) basics and investing mindset 26:30 Community involvement and board work 34:50 Rochester’s business community and future outlook 41:30 Closing thoughts and season wrap-up Connect with the speakers: Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Colby Feane: https://www.linkedin.com/in/colby-feane-cfa-88a814a6/ 🎧 Listen to more episodes: https://open.spotify.com/episode/0Cvso2DY4iREpGNdLgE34J?si=3809079add8f4e40

    1h 4m

  7. 12/04/2025

    From Five9 to Wilmac, Sales Leadership, & the Evolution of Contact Centers - A Conversation with Chad Familant

    Send us a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Chad Familant, Wilmac Technologies’ new Vice President of Sales, for his first-ever appearance on the show. Recorded during just his third week at Wilmac, Chad dives into the experiences that shaped his 20+ year career in the contact center industry, from the early days of analog-to-digital telecom, to helping enterprises migrate from on-prem systems to the cloud at Five9, to now joining Wilmac at a moment of accelerating growth and AI-driven transformation. With momentum at an all-time high following Wilmac’s annual kickoff, Chad shares why he believes Wilmac is uniquely positioned at the intersection of data governance, AI readiness, and customer interaction technology, and why the next chapter presents a massive opportunity for customers and partners alike. Here’s what you’ll hear about: Chad’s career journey from door-to-door wireless sales to enterprise cloud migration and AI-driven CXHow his firsthand experience running internal contact centers shaped his empathy-first sales philosophyWhy Wilmac’s mission, timing, and team alignment made joining the company a "right place, right time" momentIndustry shifts he’s witnessed - from on-prem to CCaaS, omnichannel adoption, and now the AI boomWhy AI readiness starts with data ownership and governance, and how Wilmac empowers customers to unlock decades of recordingsEarly impressions from his first weeks at Wilmac, including takeaways from the company-wide fiscal year kickoffHow his leadership style evolved through rapid growth stages at a pre-IPO rocket shipWhere he sees the contact center industry headed next - and how AI will reshape operations, automation, and decision-makingWhether you’re in CX, sales, leadership, or simply curious about how AI and compliance are redefining modern customer interaction, this episode offers an insightful look into the strategic mindset behind Wilmac’s expanding vision. Episode Breakdown: 0:02 - Welcome and intro 2:12 - Chad’s background and Five9 experience 5:17 - First impressions from Wilmac’s fiscal kickoff 7:09 - Product surprises and customer feedback 10:18 - Chad’s career journey in contact centers 15:27 - How technology and CX expectations have evolved 17:35 - From on-prem to cloud to AI - key industry shifts 23:24 - AI readiness, data governance, and the role of Replay 27:16 - What’s coming next for AI in CX 30:14 - Best career advice: listen, listen, listen 31:47 - Leadership lessons from pre-IPO hypergrowth 34:44 - What excites Chad most about Wilmac’s next chapter 36:46 - How to connect with Chad Connect with the speakers: Emily Miller: https://www.linkedin.com/in/emily-miller-666b66152/ Steve McDonnell: https://www.linkedin.com/in/stephen-mcdonnell-8659042b/ Chad Familant: https://www.linkedin.com/in/chad-familant-5094b21/ 🎧 Listen to more episodes: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast

    39 min

  8. 11/13/2025

    Wilmac Continuity Momentum, WFM Launch, & What’s Ahead – A Behind the Build Update with Bob Pease

    Send us a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down for our fourth Behind the Build conversation with Bob Pease, VP of Engineering at Wilmac Technologies. With a new fiscal year underway and momentum at an all time high, Bob takes us inside the fast paced world of product development at Wilmac, where innovation, AI driven engineering, and customer first design are shaping the future of the Wilmac Continuity Suite. Here’s what you’ll hear about: How the team built Wilmac Continuity WFM from the ground up in under a yearThe role of AI and “vibe coding” in speeding development and transforming workflowsWhy WFM is resonating with 911 and public safety agencies, and what makes it different from legacy toolsNew enhancements to Continuity Replay, including AI summarization, redaction, and smarter data ingestionHow Bob’s team balances two enterprise products, rapid iteration, and a growing pipelineA look ahead at onboarding automation, AI agents, and upcoming features across the Continuity SuiteWhether you’re a technologist, product leader, or someone curious about how AI is reshaping software development, this conversation reveals the engineering mindset and momentum behind Wilmac’s fastest growing year yet. Episode Breakdown 0:02 Welcome and intro 2:20 Building WFM from scratch 6:25 Leveraging AI and vibe coding 10:30 Designing a modern, intuitive UI 16:50 Scaling the dev team and processes 22:40 Customer feedback and early traction 27:50 AI use cases across WFM 40:00 Updates to Continuity Replay 51:30 Looking ahead to Q1 innovations 57:20 Team wins and proud moments Connect with the speakers: 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: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast

    41 min
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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
    52
  • Rating
    Clean
  • Copyright
    © 2026 The Wilmac Wire
  • Show Website
    The Wilmac Wire