Customer Management Practice

Customer Management Practice (CMP) had strong data and hosted industry-leading events, but sought to achieve true market dominance.

For years, CMP’s proprietary research has shaped the customer experience (CX) industry. Its reports were insightful, and its events drew top leaders. Yet in a marketplace crowded with “data-driven solutions,” CMP’s voice wasn’t breaking through.

When CMP engaged The Pollack Group (TPG), the objective was clear: elevate CMP’s leadership reputation across its research, events, and flagship Customer Contact Week (CCW). TPG’s mission was to position CMP as a trusted authority and elevate CCW as the must-attend event for customer experience professionals.

We developed an integrated communications strategy combining earned media, social media, and influencer engagement, built on a simple belief: data informs, but storytelling inspires. The goal was not just visibility, but credibility.

TPG leveraged CMP’s research and thought leadership as compelling narratives with emotional and commercial relevance. Each data point became a story about human behavior, loyalty, and decision-making. Through strategic storytelling, CMP evolved from a data provider into a recognized industry thought leader.

Our campaign secured coverage in major business and trade publications, including USA Today, Forbes, The Washington Post, Business Insider, CNBC, and MarketWatch. We established media partnerships with leading CX trade publications for live event coverage and secured top-tier executives, including David Glickman, CEO of Mint Mobile, as keynote speakers for CCW Las Vegas 2024.

Since 2023, TPG’s efforts have generated over 3 billion earned media impressions, solidifying CMP’s position as a CX industry leader. From 2023 to 2025, CMP achieved 98% positive article sentiment, while CCW earned media mentions rose by 85%, and engagement across CMP’s LinkedIn channels grew by 264%.

A breakthrough came with the introduction of Jay Baer, one of the world’s foremost CX authorities, as CMP’s first brand ambassador. His authentic influence connected CMP’s research to decision-makers, analysts, and customer experience professionals, amplifying the brand’s reach and credibility.

As a result, CMP emerged as an authoritative voice shaping the future of customer experience intelligence, transforming from a behind-the-scenes data source into a market trendsetter. Through strategic storytelling, creativity, and consistent execution, The Pollack Group transformed CMP’s insights into influence, metrics into meaning, and credibility into category leadership.