December 01, 2025
Customer Experience Experts Highlight Their Relatable TV Heroes and Individual CX Moments of 2025
We’ve already taken a look at the technology that could impact CX in 2026, but let’s slow up for a more personal view from our line-up of tame experts’ CX highlights of this year.
Across industry events, awards evenings and online, CXM has chatted with friends new and old about what they’ve made of 2025.
From Die Hard, Ted Lasso and Seinfeld’s greatest CX moments, to local businesses and sports behemoths, there has been much to enjoy and respect, and a few moments to have a dig at.
Charlie Adams and the Boston Tea Party
CX and Customer Success Director for Custom Connect, Charlie Adams also added author to his skill set this year, releasing “It’s Just People – A Manager’s Toolkit.”
He is always good to chat to, be it at our local beach café, during major trade events or awards ceremonies where he can kick back after intense days of judging.
What was most impressive experience as a customer this year? Or a moment where you saw someone with CX superpowers in action.
The thing that has impressed me the most this year is when I’ve witnessed teams working in unison. A couple of standout examples were:
- Boston Tea Party in Ringwood (Dorset) – the whole team in this café give the same friendly positive energy and work together to accommodate every customer, even on the busiest of days they still manage to make you feel like you matter.
- Wembley arena – a much larger team, but one where every member of staff knew their role and how to interact and support people in and around the stadium. I have felt genuinely welcomed at each of my visits this year.
And the most pompous/self-aggrandising or corporate-speak effort at CX promotion this year?
I think 2025 has been the year of flamboyance and showmanship. It seems recently that flair is preferred over content or value, with self-proclaimed CX experts wearing jazzier suits, sparklier shoes and quirkier hats, than you see on a children’s TV show.
I don’t mind a novelty tie and funny TikTok occasionally, as long as it is adding real value to others (not just promoting our own brand image every time).
What’s your fondest CX/EX moment from a movie or TV show of any era?
It has to be from my favourite Christmas movie – Die Hard. The limo driver, Argyle, goes above and beyond delivering great service. He delivers the expectation of a limo service, timely, friendly, considerate, patient… but then he also rams a van of terrorists, before still driving his client home!
What are you looking forward to in 2026?
“First comes the hype, then the hangover” – I think this comment from agentic AI pioneer Jeff Fettes (CEO, Laivly), perfectly captures the AI bubble conversation.
Jeff thinks the market will stabilize in 2026 as companies perfect deployment and finally start seeing ROI. So the next question is – will we make it there before the market totally folds?
Ian Golding’s Ted Lasso Love-In
From hosting awards shows to flying the world delivering CX masterclasses, and observing CX at altitude and from close-up, Ian Golding never seems to stop for breath.
Fortunately, we grabbed a few minutes to find out who he thinks has delivered the best in CX, and empathy lessons, this year?
What’s your fondest CX/EX moment from the a TV show?
My fondest experience related theme from a TV show is Ted Lasso – I LOVE that show.
Ted Lasso offers one of the richest examples of customer (and employee) experience principles in storytelling, because the entire show centres on leadership through empathy, positivity, and purpose.
My key customer experience lessons from the show:
Empathy Builds Loyalty
Ted genuinely listens and cares about every person — from star players to the kit man.
He understands that people want to be seen and valued, not just managed.
Listening to customers and showing genuine care builds emotional connection and trust.
Culture is the Foundation of Experience
Ted shifts the team from a toxic, blame-driven environment to one based on trust, belief, and collaboration.
The famous “BELIEVE” sign becomes a symbol of shared purpose.
A positive internal culture creates better external experiences — happy employees make happy customers.
Consistency Creates Confidence
Ted’s optimism isn’t situational — he’s consistently positive, even in defeat.
His steadiness reassures others and builds long-term loyalty.
Consistent tone and values across every touchpoint (service, communication, product) are key to great experiences.
Feedback as Empowerment
Ted doesn’t punish mistakes — he treats them as opportunities for growth.
He encourages reflection, not blame.
When organizations handle complaints or errors with empathy and transparency, customers feel respected and come back stronger.
Humanity Over Metrics
While others obsess over wins, Ted focuses on people — knowing that success follows when you invest in relationships.
The best CX strategies look beyond KPIs and focus on the human outcomes behind the numbers.
What was most impressive experience as a customer this year?
I have no one standout moment this year, but am often impressed by the things people do in delivering experiences. The most recent was on Saturday – I went to see England V Australia in a Rugby League test at the Hill Dickinson Stadium in Liverpool (Everton’s new home). I went with my father-in-law, Ronald, who is 89.
To cut a long story short, that stadium is HUGE – on approaching our allocated entrance, one of the stewards walked up to us and asked if Ronald would prefer to use to lift than walk up the stairs to the stadium itself. This was done so efficiently and compassionately, it did not come across as condescending or patronising. It was kind, anticipatory, empathetic and very welcomed by Ronald. Very well done.
And the most pompous/self-aggrandising or corporate-speak effort at CX promotion this year?
In the spirit of anonymity, I will not say which company’s press release this came from, but it is the pompous, corporate speak statement (in my opinion) of 2025 – “capabilities that were considered ‘advanced’ 18 months ago are now table stakes”
Nathan Dring vs Seinfeld
Another presenter, judge and consultant, Nathan Dring is also in always-busy mode, so his response is swift and to the point. Borrowing from the CX badlands inhabited by Seinfeld and co, he goes straight for a classic.
The sad thing is, we’re still seeing this type of interaction happening today. So, clearly, a cutting dose of comedy from 1992 has had little impact on the car rental firms who still think they can get away with this sort of behaviour, making it a cyclic theme for comedians. Until, perhaps, one day they sort this stuff out.
Join us in the LinkedIn post chat to discuss your own favourite personal CX experiences, and TV or movie CX moments.
