Case Study: Emprise Bank achieves 13-point increase in customer satisfaction and unified AI-powered service with Talkdesk

Emprise Bank transforms customer experience with AI and unified service

Emprise Bank, a 60-year family-owned Kansas institution, faced a fragmented service environment—about 10 disconnected systems—that made it hard for staff to deliver seamless, digital-first support and hurt customer satisfaction. Leadership needed a unified platform to reduce inefficiencies, improve routing, and preserve the bank’s community-focused service.

By implementing Talkdesk Financial Services Experience Cloud, Emprise unified phone, chat, SMS and branch touchpoints and added AI-driven capabilities (conversational IVR, interaction analytics, Copilot coaching, voice authentication and an after-hours Autopilot). The result: a 13-point lift in customer satisfaction to consistently above 95%, a 40% SMS survey response rate, replacement of 9+ systems with one AI-powered platform, average hold times around 2.5 minutes, and better staff utilization without reducing headcount.

Emprise Bank

Rob McGregor

VP, Customer Experience and Channel Delivery