Shows / The Wilmac Wire
The Wilmac Wire
Where the drivers behind customer interaction technology, AI, and community innovation share how they’re shaping what’s next.
Episodes
The Wilmac WireTipi Brookins | Leading Under a Spotlight, 911 Culture Reform, & Becoming an Industry Voice
Tipi Brookins knew as a child that she wanted a life in public safety, and that decision has taken her from Amtrak Police to chief of staff at DC’s Office of…
The Wilmac WireJohn Provenzano | A New Era for NENA & 911 Advocacy
John Provenzano got his start in Washington by spending three days walking the halls of Congress, knocking on every office in the Florida delegation until one…
The Wilmac WireKate Beale | 20 Years in Washington & Championing Greater Rochester
Kate Beale spent more than 20 years in Washington, D.C., and says its best-kept secret is how much bipartisan work happens quietly behind the scenes. Now she’s…
The Wilmac WireAdam Hassan | From Wilmac to Axon and the Art of the Deal
Adam Hassan started his career as a field service engineer at Wilmac, working directly with customers on the ground before making the jump into sales. Nearly…
The Wilmac WireDuncan Swan | British APCO and the Global Future of Emergency Communications
In 1987, a fire at a London Underground station exposed a serious gap: police and fire crews had no reliable radio communication once they went underground…
The Wilmac WireJoe Grube | A Career Built on Public Safety
Ten days after 9/11, Joe Grube spent a week sifting through the wreckage in New York City, sorting debris for anything that could help identify what was lost…
The Wilmac WireAlex Laporte | Why Implementation Makes or Breaks an Industry Partner
After graduating from Kenyon College with a political science degree, Alex LaPorte spent his time coaching tennis and chasing down startups, determined to…
The Wilmac WireLabor Day Break | Revisiting Our Conversation with Thomas Laird of Expivia & OttoQA
We're taking a short Labor Day break, so we're re-airing one of our favorite conversations from earlier this season: Thomas Laird from back in February. Tom…
The Wilmac WireSummer Wrap | People & Product at Wilmac Technologies
This week, we're turning the spotlight inward and catching up as we wrap up our summer. In this episode of The Wilmac Wire, hosts Emily McNulty and Steve…
The Wilmac WireD. Jeremy DeMar | From Rochester Dispatcher to 911 Thought Leader
D. Jeremy DeMar grew up watching fire trucks roll past the movie theater where he worked, one street over from a firehouse in Webster, New York. Nearly three…
The Wilmac WireDru Clarke | From Call Taker to Assistant Director, Culture in 911, & Building with Fairfax
A dispatcher once posted in a 911 Facebook group that she was ready to quit the industry for good, until she heard Dru Clarke speak at a conference. She's…
- The Wilmac Wire
Live from APCO 2026
Wilmac just wrapped its first-ever booth at APCO 2026, and by every account it's the biggest public safety event the team's ever set foot in — a Silver Sponsor…
- The Wilmac Wire
Joe Gianni | Motivational Intelligence, the Science of Leadership, & Building a Business
Joe Gianni's mentor once told him: "If you were a ditch digger, you'd be the best damn ditch digger there ever was." That's the philosophy Joe has spent almost…
- The Wilmac Wire
Kevin Surace | What’s Changed in AI, the Power Players, & Enabling Rochester to Build
Kevin Surace has a rule: use AI five times an hour. Not five times a day, five times an HOUR, whether he's building a spreadsheet, drafting a keynote deck, or…
- The Wilmac Wire
Adam Timm | The Healthy Dispatcher, 911 Culture Reform, & the Wellness Crisis
Adam Timm spent over ten years at LAPD earning a nickname he didn't know about until years later: "Angry Adam." A near-firing forced him into a six-week…
- The Wilmac Wire
Live from NENA 2026
In this special live episode of The Wilmac Wire, host Emily McNulty takes listeners to the floor of NENA 2026 in Columbus, Ohio, for a series of conversations…
- The Wilmac Wire
Independence Day Break | Chatting with Monroe County Executive Adam Bello
In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell revisit their conversation with Monroe County Executive Adam Bello, highlighting…
- The Wilmac Wire
Independence Day Break | Celebrating Roxy Van Gundy's NENA Inauguration
In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell revisit one of Season 3's most impactful conversations with Roxanne "Roxy" Van…
- The Wilmac Wire
Mid-Year Check-In | Season 3 Reflections & a Wilmac Update
In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell take a break from guest interviews for a mid-year conversation reflecting on…
- The Wilmac Wire
Mark “Fletch” Fletcher | 911 Innovation, Kari’s Law, and Workforce Challenges in the ECC
In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell sit down with Mark "Fletch" Fletcher, Founder and Principal Consultant at Fletch…
- The Wilmac Wire
Behind the Build | Two Products, One Vision, & How Agentic AI is Changing Everything
In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell welcome back Wilmac’s VP of Engineering, Bob Pease, for another Behind the Build…
- The Wilmac Wire
Melanie Jones | 911 Career, NENA Leadership, and Modernizing Emergency Communications
In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell sit down with Melanie Jones, Executive Director of Guilford Metro 911 and Immediate…
- The Wilmac Wire
Matt Hurlbutt | The Business of Growing Rochester, Leading GRE, and Local Momentum
In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell welcome back Matt Hurlbutt, President and CEO of Greater Rochester Enterprise…
- The Wilmac Wire
Nick LaMontia | From Dispatcher to NENA Board, GIS, & Leading 911 in the Southeast
In this episode of The Wilmac Wire, hosts Emily McNulty and Steve McDonnell sit down with Nick LaMontia, GIS Manager at Kerr Emergency 911 and Southeastern…
- The Wilmac Wire
Peter Roberti | Third-Generation Tailoring, Style Confidence, and Giving Back
In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Peter Roberti, third-generation custom tailor and designer at Adrian…
- The Wilmac Wire
Roxanne Van Gundy | 911 Culture, Telecommunicator Wellness, & Technology on the Front Lines
In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Roxanne “Roxy” Van Gundy, Director of the Lyon County Emergency…
- The Wilmac Wire
Joseph Stefko | Leading OneROC, Building Rochester's Economy, & the NY SMART I-Corridor
In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Joe Stefko, President and CEO of OneROC, for a conversation on…
- The Wilmac Wire
Vince Lecce | Regional Market Leadership, Growth at KeyBank, & Community Impact
In this episode, Emily Miller and Steve McDonnell sit down with Vince Lecce, Rochester Market President at KeyBank, for a conversation on building a career in…
- The Wilmac Wire
National Public Safety Telecommunicators Week | Honoring the Heroes Behind the Headset
In this special episode of The Wilmac Wire, host Emily Miller takes a step back from the usual format to recognize National Public Safety Telecommunicators…
- The Wilmac Wire
Holiday Break | Behind the Build Episode Replay with Bob Pease
In this Behind the Build episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell are joined by Wilmac’s VP of Engineering, Bob Pease, for a deep…
- The Wilmac Wire
Ivan Whitaker | Running a Consolidated PSAP, Life as an Influencer, & Beyond the Launch
In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Ivan Whitaker, Executive Director and CEO of the Salt Lake Valley…
- The Wilmac Wire
James Senall | Scaling NextCorps, Funding Founders, & Enabling Innovation
In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with James Senall, President of NextCorps and Co-founder of the Rochester…
- The Wilmac Wire
Captain Jack Varnado | Running a PSAP, APCO Leadership, & the Future of 911
In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Captain Jack Varnado, 911 Director at the Livingston Parish Sheriff’s…
- The Wilmac Wire
Adam Bello | Leading Monroe County, Public Safety, & Economic Growth
In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Monroe County Executive Adam Bello for a conversation on public…
- The Wilmac Wire
Building a Career at JPMC, Supporting Local Business, & Regional Leadership with Casey Fitzgerald
In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Casey Fitzgerald, Executive Director and Western New York Market…
- The Wilmac Wire
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…
- The Wilmac Wire
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…
- The Wilmac Wire
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…
- The Wilmac Wire
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…
- The Wilmac Wire
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…
- The Wilmac Wire
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…
- The Wilmac Wire
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…
- The Wilmac Wire
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…
- The Wilmac Wire
Investing Early, Building Financial Confidence, & Leading Locally - A Conversation with Colby Feane
Send 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…
- The Wilmac Wire
From Five9 to Wilmac, Sales Leadership, & the Evolution of Contact Centers - A Conversation with Chad Familant
Send 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…
- The Wilmac Wire
Wilmac Continuity Momentum, WFM Launch, & What’s Ahead – A Behind the Build Update with Bob Pease
Send 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…
- The Wilmac Wire
Statewide Growth, Economic Development, & Rochester Roots – A Conversation with Empire State Development’s Vinnie Esposito
Send a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Vinnie Esposito, Senior Vice President for Regional…
- The Wilmac Wire
Building Cultures, Breaking Silos, & Delivering Service that Sticks – A Conversation with ICMI Top CX & Contact Centre Thought Leader Neal Dlin
Send a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Neal Dlin, VP of Customer Service Experience at Aviso…
- The Wilmac Wire
A New Product Announcement, NY’s Business Climate, & Rochester’s Future – A (Second) Conversation with Bob Duffy
Send a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Bob Duffy, President and CEO of the Greater Rochester…
- The Wilmac Wire
Human-Centered Tech, AI & the Future of Customer Interactions – A Conversation with OnConvergence’s Thomas Brannen
Send a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Tom Brannen, founder of On Convergence and a leading…
- The Wilmac Wire
Preparing Students for the Workforce, AI in Education, and the Future of Universities – A Conversation with Golisano Institute’s Ian Mortimer
Send a text In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Dr. Ian Mortimer, founding President of the Golisano…
- The Wilmac Wire
Conversations in CX, Rochester Business, & Looking Ahead – A Wilmac Wire Update
Send a text In this episode of The Wilmac Wire, host Emily Miller shares exciting updates on the future of the podcast including the announcement that Wilmac…
- The Wilmac Wire
Voice Data, Conversational AI, & Compliance - A Conversation with Opus Research's Ian Jacobs
Send a text In this episode of The Wilmac Wire, Emily Miller sits down with Wilmac CEO Steve McDonnell and Ian Jacobs, VP and Lead Analyst at Opus Research, to…
- The Wilmac Wire
Continuity Product Highlights, AI Roadmap, & Team Momentum – Behind the Build Quarterly Update with Bob Pease
Send a text In this episode of The Wilmac Wire, Emily Miller sits down with VP of Engineering Bob Pease for a quarterly Behind the Build update on Wilmac’s…
- The Wilmac Wire
REVISIT - The Future of AI & CX – A Conversation with Kevin Surace, Virtual Assistant Pioneer
Send a text In this episode of The Wilmac Wire, Emily Miller talks with Kevin Surace, AI and automation pioneer, about how virtual assistants have evolved and…
- The Wilmac Wire
REVISIT - Partnering for Success – Five9’s Steve Blood on the Future of CX
Send a text In this episode of The Wilmac Wire, Emily Miller sits down with Steve Blood, VP of Market Intelligence and Evangelism at Five9, to discuss the…
- The Wilmac Wire
Interaction Data, AI Blind Spots & the Future of Comms – A Conversation with Principal Analyst Jon Arnold
Send a text In this episode of The Wilmac Wire, Emily Miller sits down with Wilmac Technologies CEO Steve McDonnell and guest analyst Jon Arnold, principal of…
- The Wilmac Wire
Rethinking Enterprise Data in the Modern Contact Center Era – A Conversation with Enterprise Communications Analyst Dave Michels
Send a text In this episode of The Wilmac Wire, Emily Miller is joined by Wilmac's CEO Steve McDonnell and Dave Michels, lead analyst at TalkingPointz.com, for…
- The Wilmac Wire
S3 Buckets, Compliance Gaps & the New Rules of Governance
Send a text In this episode of The Wilmac Wire, Emily Miller goes solo to tackle some of the most common misconceptions about customer interaction data…
- The Wilmac Wire
Simplifying & Solving TD Bank's Data Management Challenges - Toronto Roadshow Event Recap
Send a text In this episode of The Wilmac Wire, Emily Miller sits down with TD Bank’s Bruno Meneses and Steven Chan—alongside Wilmac’s Garry White—to unpack…