Behind the Success of CCW 2026: An Integrated Communications Approach

For the past four consecutive years, The Pollack Group (TPG) has been the integrated communications partner behind Customer Contact Week (CCW), CMP’s flagship event and the largest customer contact conference series in the world. Year over year, the partnership has helped make CCW a newsworthy, attention-grabbing industry moment. 2026 was no exception.

Media Relations: Earned Coverage That Moved the Needle

TPG’s PR efforts secured over 21 million impressions in organic earned media coverage. The team managed all editorial media pitching and relationship-building, securing placements in customer service trade publications that matter most to the customer experience industry, including CX Today, CX Dive, CMSWire, and more. Beyond trade press, The Blast, and entertainment/lifestyle media outlets attended hospitality superstar Lisa Vanderpump’s keynote on the secrets behind building her empire and sat down with her for an interview on customer trends and elevating consumer experiences.

Brand Strategy: Supporting CMP's Evolution

Another major milestone at this year’s CCW 2026 was the unveiling of CMP’s new brand identity, reflecting its expanded mission to help customer contact leaders navigate a rapidly changing CX landscape. Building on more than two decades of category expertise, CMP’s new business model unifies its research, events, channels, and communities into a single centralized ecosystem. CMP’s new messaging and branding guides reflect the organization’s new identity and its focused, evolving role within the industry.

Social Media: Real-Time Storytelling at Scale

CCW’s social media channels also had an outstanding 2026. Throughout June, in the run-up to CCW Las Vegas, CMP’s channels gained over 800+ organic followers. The headliner content drove standout engagement with the final CCW LinkedIn post by Shaquille O’Neal on Saturday, June 27, receiving 130+ engagements. TPG’s collaboration video with Tabatha Coffey, posted on Tuesday, June 30, earned 430+ engagements, the highest-performing post in CCW Instagram’s history. TPG’s social media also delivered real-time coverage of the event, the expo floor, keynote sessions, and the highly anticipated CCW Gala as they happened, keeping CMP’s community engaged throughout the event.

TPG's work at CCW 2026 shows what a cohesive PR, social media, and content capture strategy can do: build anticipation long before doors open, capture the energy while the event is live, and extend its reach well after it closes. From strategic announcements and media placements to real-time social storytelling, our team was honored to help CMP maximize the reach and impact of its flagship CCW event.

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