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The Wilmac Wire

Wilmac Technologies

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

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Episodes

91 episodes

  1. Adrian Swinscoe | Bringing Punk to Customer Experience 50:36
  2. Tipi Brookins | Leading Under a Spotlight, 911 Culture Reform, & Becoming an Industry Voice 48:25
  3. John Provenzano | A New Era for NENA & 911 Advocacy 43:23
  4. Kate Beale | 20 Years in Washington & Championing Greater Rochester 59:57
  5. Adam Hassan | From Wilmac to Axon and the Art of the Deal 44:19
  6. Duncan Swan | British APCO and the Global Future of Emergency Communications 57:01
  7. Joe Grube | A Career Built on Public Safety 1:04:24
  8. Alex Laporte | Why Implementation Makes or Breaks an Industry Partner 36:20
  9. Labor Day Break | Revisiting Our Conversation with Thomas Laird of Expivia & OttoQA 51:54
  10. Summer Wrap | People & Product at Wilmac Technologies 33:02
  11. D. Jeremy DeMar | From Rochester Dispatcher to 911 Thought Leader 1:08:04
  12. Dru Clarke | From Call Taker to Assistant Director, Culture in 911, & Building with Fairfax 56:26
  13. Live from APCO 2026 12:03
  14. Joe Gianni | Motivational Intelligence, the Science of Leadership, & Building a Business 50:52
  15. Kevin Surace | What’s Changed in AI, the Power Players, & Enabling Rochester to Build 1:05:14
  16. Adam Timm | The Healthy Dispatcher, 911 Culture Reform, & the Wellness Crisis 57:15
  17. Live from NENA 2026 15:40
  18. Independence Day Break | Chatting with Monroe County Executive Adam Bello 53:57
  19. Independence Day Break | Celebrating Roxy Van Gundy's NENA Inauguration 50:40
  20. Mid-Year Check-In | Season 3 Reflections & a Wilmac Update 39:35
  21. Mark “Fletch” Fletcher | 911 Innovation, Kari’s Law, and Workforce Challenges in the ECC 55:29
  22. Behind the Build | Two Products, One Vision, & How Agentic AI is Changing Everything 56:09
  23. Melanie Jones | 911 Career, NENA Leadership, and Modernizing Emergency Communications 41:41
  24. Matt Hurlbutt | The Business of Growing Rochester, Leading GRE, and Local Momentum 54:45
  25. Nick LaMontia | From Dispatcher to NENA Board, GIS, & Leading 911 in the Southeast 50:26
  26. Peter Roberti | Third-Generation Tailoring, Style Confidence, and Giving Back 43:44
  27. Roxanne Van Gundy | 911 Culture, Telecommunicator Wellness, & Technology on the Front Lines 50:32
  28. Joseph Stefko | Leading OneROC, Building Rochester's Economy, & the NY SMART I-Corridor 52:47
  29. Vince Lecce | Regional Market Leadership, Growth at KeyBank, & Community Impact 49:09
  30. National Public Safety Telecommunicators Week | Honoring the Heroes Behind the Headset 36:57
  31. Holiday Break | Behind the Build Episode Replay with Bob Pease 45:02
  32. Ivan Whitaker | Running a Consolidated PSAP, Life as an Influencer, & Beyond the Launch 57:09
  33. James Senall | Scaling NextCorps, Funding Founders, & Enabling Innovation 46:04
  34. Captain Jack Varnado | Running a PSAP, APCO Leadership, & the Future of 911 57:13
  35. Adam Bello | Leading Monroe County, Public Safety, & Economic Growth 54:21
  36. Building a Career at JPMC, Supporting Local Business, & Regional Leadership with Casey Fitzgerald 42:16
  37. Agentic AI, Staffing Stability, & Bringing Workforce Management to 911 – A Behind the Build Update with Bob Pease 45:21
  38. Leading a U.S.-based BPO, AI in Practice, & Industry Shifts – A Conversation with Thomas Laird 53:00
  39. Building Dixon Schwabl, Shaping Culture, & Giving Back to Rochester - A Conversation with Lauren Dixon 52:09
  40. Patient Experience, AI in Healthcare, & Leadership in Large-Scale Contact Center Ops – A Conversation with Rochester Regional Health’s Jason Zawodzinski 50:50
  41. Higher Education, Workforce Readiness, & Shaping the Future of Business Talent – A Conversation with Dr. Jacqueline Mozrall 51:13
  42. Market Shakeups, AI Reality Checks & The Creator Shift – A Conversation with TechInfluencer Evan Kirstel 35:37
  43. Bitcoin Basics, Mining Innovation & Building in Rochester – A Conversation with Foundry CEO Mike Colyer 48:40
  44. Growth at Wilmac, Perspective from Rochester, & Signals from the CX Industry - A Conversation with the Wilmac Wire Hosts 59:39
  45. Investing Early, Building Financial Confidence, & Leading Locally - A Conversation with Colby Feane 1:04:15
  46. From Five9 to Wilmac, Sales Leadership, & the Evolution of Contact Centers - A Conversation with Chad Familant 38:54
  47. Wilmac Continuity Momentum, WFM Launch, & What’s Ahead – A Behind the Build Update with Bob Pease 41:06
  48. Statewide Growth, Economic Development, & Rochester Roots – A Conversation with Empire State Development’s Vinnie Esposito 1:05:06
  49. Building Cultures, Breaking Silos, & Delivering Service that Sticks – A Conversation with ICMI Top CX & Contact Centre Thought Leader Neal Dlin 41:19
  50. A New Product Announcement, NY’s Business Climate, & Rochester’s Future – A (Second) Conversation with Bob Duffy 57:36