Breaking Records and Elevating CX: How The Pollack Group Amplified the World’s Largest Customer Experience Event in 2024

From Securing Top-Tier Media Coverage to Driving Social Engagement and Influencer Partnerships, TPG’s Efforts Helped CMP’s CCW Event Achieve Unmatched Success

The Pollack Group (TPG) proudly serves as the agency of record for Customer Management Practice (CMP), propelling the brand’s mission to redefine the future of customer experience (CX). As part of CMP's mission to elevate CX professionals and the challenges faced within the industry, the brand hosts three groundbreaking events each year - Customer Contact Week. Since its inception in 1999, CCW has been the gold standard for blending conferences and expos, and is a premium destination for customer care, CX leaders, and contact center agents to come together. In 2024, TPG elevated CCW’s impact to new heights, driving record-breaking attendance of over 5,000 attendees at its flagship Las Vegas event and cementing it as the world’s premier CX destination.

Public Relations

This year, TPG was once again tasked with leading the PR efforts for all three CCW events and curating a strong social media strategy that would attract new attendees and increase engagement.

And what a success it was.

From CCW's kick-off 2024 event in Austin to CCW Las Vegas, its flagship event, and lastly, CCW Nashville to end a strong year, TPG secured media coverage from notable reporters and publications, including CX Dive, Forbes, CMSWire, Newsbreak, and more. Additionally, TPG booked one of CCW Las Vegas' top keynote speakers: David Glickman, CEO and Founder of Mint Mobile. Glickman's keynote covered how the industry giant transformed telecon, as attendees garnered captivating insights from the leader behind one of the US' most successful companies.

As part of the four-day event, TPG ran the show's press room and drafted and distributed daily news release recaps encapsulating each day's main keynotes, extracting invaluable takeaways from the show's panel discussions and inspiring speakers. Martha Stewart, Angie Bastian, Founder of Boom Chicka Pop, and Bar Rescue's notorious host, Jon Taffer, led the stage to deliver key insights on what makes a brand's CX image stand out.

The agency also managed the podcast content studio, which welcomed CX Chronicles to conduct live podcast interviews and capture the pulse of what makes CCW Las Vegas the most entertaining and informative event for the CX community.

Social Media

TPG's social media efforts brought CCW beyond the Renaissance Austin, Caesars Forum, and Omni Nashville, blending impactful storytelling with dynamic 360-degree event coverage that captured the full experience. From hands-on workshops and hallway networking buzz to show-stopping moments on the main stages, not a second of CCW went without documentation in 2024.

Real-time, on-the-fly segments with CMP President Mario Matulich stole the spotlight in Las Vegas, racking up an impressive 40+ hours of watch time and over 11,000 video views on LinkedIn.

The results: over 142,000 earned organic impressions and 13.5 million potential UGC impressions across LinkedIn, Twitter, Facebook, and Instagram.

CMP's social channels saw a significant boost in follower growth, and the overall strategy delivered an ad equivalency value exceeding $645,000.

Influencer Relations

To expand and grow CCW’s awareness, TPG invited prominent social media influencers to experience CCW firsthand and produce quality posts for followers ranging from a few thousand to half a million. Prominent keynote, author, and CX expert Jay Baer produced a series of social media posts promoting CCW Las Vegas, garnering registrations in the process. TPG also worked with Kristi Falturosso, a distinguished Customer Success Executive recognized for her exceptional expertise in building, scaling, and transforming Customer Success organizations within high-growth B2B SaaS companies. Kristi's partnership resulted in an impactful social media campaign speaking to her nearly 47,000 LinkedIn followers. She also hosted two episodes of her podcast, She's So Suite, featuring notable executives, including Nicole Kyle of CMP Research and Natalie Beckerman of IHG Hotels & Resorts, underscoring the event's appeal to leadership and advocacy for diversity in the C-suite.

TPG’s efforts once again set the bar for CCW’s PR, social, and influencer campaigns, delivering a wave of earned media coverage, highly engaging organic social content, and impactful user-generated content from influencers. The results were undeniable: stronger brand visibility, deeper audience connections, and an elevated event presence.

TPG is already gearing up for 2025, with plans for an Ambassador Program, bi-annual CMP Research reports, and an exclusive CMP media event, the agency is poised to amplify CMP’s leadership in the CX space and keep CCW firmly on the radar of industry trailblazers worldwide.