July 17, 2026
CX Voices: Is Television Dead — And Did It Forget Its Customers? With Jason Bradbury
Television didn’t lose its audience overnight. According to Jason Bradbury, presenter, technologist, and presenter on The Gadget Show for twelve years, it lost them gradually. Through arrogance, inertia, and a fundamental failure to treat viewers as customers worth listening to.
In the latest episode of CX Voices, Katie Kemshell sits down with Jason, now an independent filmmaker and AI keynote speaker, for a conversation that roams from the BBC’s licence fee letters to Moore’s Law, and manages to make all of it relevant to customer experience.
Jason’s argument is straightforward. When you stop listening to your customers, they leave. Not dramatically, but steadily, and to platforms that give them what they want, when they want it, in the format they prefer. The mainstream media didn’t see it coming because they’d never had to. Feedback was slow, viewership data was imprecise, and the audience had nowhere else to go. Now they do.
Personal Threads & Customer Experience Lessons
The more personal thread running through the episode is Jason’s Kickstarter-funded film. When he told 833 backers he was switching their promised download to a stream, the pushback was immediate. His response, to reverse the decision and keep the promise, is a lesson in community management that most CX teams could learn from.
On AI, Jason is characteristically measured. He’s used it to solve real production problems on a shoestring budget. But hallucinations are real, human creativity is irreplaceable, and any business that removes the human entirely does so at its peril.
Watch the full episode below.
