Raising the Bar at CCW 2025: The Pollack Group’s Integrated PR And Digital Strategy in Action

How do you turn a B2B trade event into a high-visibility, media-worthy platform? At Customer Management Practice’s (CMP) Customer Contact Week 2025 (CCW), The Pollack Group (TPG) delivered national media hits, an influencer-powered ambassador program, and real-time content that drove more than 45,000 impressions and 630+ new followers, all in one integrated campaign.

Industry media giants specializing in customer service attended in droves, including CX Today, CX Dive, and CMSWire, to name a few. Additionally, Entrepreneur Magazine interviewed main stage headliner Guy Fieri, celebrating his magnetic keynote on his special recipe for fearless culture and legendary customer service. TPG developed and managed all press materials and oversaw the on-site press room.

To set the tone for CCW 2025, TPG developed all press materials and launched a national press release announcing the CCW flagship event and revealed CMP Research’s first media-friendly, bi-annual report highlighting key metrics provided by CMP Research’s new technology assessment framework, Prism. The report covered trends in AI and CX, including insights on how call agents can navigate the evolving landscape, as well as predictions for what’s to come. By translating complex data into compelling, media-friendly narratives, TPG laid the groundwork for earned media coverage in top outlets like Forbes and Entrepreneur.

New for 2025, TPG also unveiled a new CCW ambassador program, which, this year, featured Jay Baer, a customer experience and digital marketing pioneer, expert, advisor, researcher, and analyst. Baer was instrumental in pre-event social media promotions, garnering the event additional registrations and thousands of social media impressions. At the CCW event, Jay moderated two panels and interviewed attendees on what learnings they obtained from this year’s event.

On CCW’s and CMP’s social media platforms, we didn’t just cover the event; we extended its life online. TPG provided real-time coverage throughout the week, featuring on-the-ground content creation, updates, panel highlights, and speaker moments, followed by post-event social content that maintained the high momentum from the event. Our campaign netted 45,800+ impressions, 7,100+ engagements, and added 630+ new followers, solidifying CCW’s social presence long after the doors closed.

At The Pollack Group, we don’t just show up; we build momentum before, during, and long after the event. Our work at CCW 2025 demonstrates how a strategic blend of earned media, real-time social media engagement, content creation, and influencer strategy can transform an industry gathering into a movement.

If your event needs a spark or a transformation, we’re ready to build your moment.