Wilmac Growth, Rochester Perspective and What We’re Seeing in the CX Industry with Wilmac Wire Hosts скачать в хорошем качестве

Wilmac Growth, Rochester Perspective and What We’re Seeing in the CX Industry with Wilmac Wire Hosts

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 wins Why Continuity WFM is a milestone launch Drivers not passengers and the leadership mindset behind 2026 What Rochester needs next and why tech matters The biggest acquisitions and shifts shaping CX and AI Episode 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:   / emily-miller-666b66152   Steve McDonnell:   / stephen-mcdonnell-8659042b   🎧 Listen to more episodes: wilmactech.com/the-wilmac-wire-data-management-cx-ccaas-saas-technology-podcast