Rob McGregor Receives TalkDesk AI Innovator Award

On October 30, TalkDesk announced that Rob McGregor, Emprise’s Vice President of Customer Experience and Performance Leader, was awarded the 2025 TalkDesk AI Innovator Award. The award celebrates business leaders who enthusiastically embrace cutting-edge technologies to create world-class customer experiences.  

Rob was recognized for his efforts to implement a suite of communication and evaluation tools to improve how Emprise helps its customers.   “We were using about 10 different programs to serve customers,” Rob shared. “None of them talked to each other. Our team members were passionate and capable—but constantly switching systems created inefficiencies and made it harder to deliver a great experience.” 

Under Rob’s leadership, Emprise transformed how it connects with customers. Phone, chat, SMS, and digital platforms are now integrated, ensuring a best-in-class experience and giving customers the timely support they deserve. Improvements include customer service options available 24 hours a day, wait times lowered to an average of 90 seconds, and customer satisfaction scores consistently around 95 percent. 

Read Talkdesk's feature about Rob and the call center transformation.