Editorial
As a blue-collar raised, New England-loving sports fan, there’s nothing I hated more than Peyton and Eli Manning.
Growing up, the Manning brothers were the bane of existence to Patriot fans. There was no better feeling than watching the Patriots play the Colts or the Giants, and seeing Brady put the smackdown on the brothers as we rode off into the sunset with another victory. And, as all true NFL fans know, Tom Brady was and always will be, the greatest of all time. (Even though Eli got us twice in the Super Bowl.)
That being said, I must make a confession. Even though I religiously manifested both Eli and Peyton to lose every single game they played, there was still one thing that I had to come to terms with.
That these guys were hilarious off the field.
From Peyton’s Mastercard commercial which still to this day has me in stitches, to Eli Manning going undercover as Chad Powers, a college walk on to spoof on the Penn State football team which now has its own series with Glen Powell on Hulu, these pigskin-hurling brothers know how to scheme up a laugh to both lovers and haters.
So, when it was announced that the Manning brothers would be hosting something called "ManningCast" for Monday Night Football on ESPN, starting tonight, I thought to myself, this is going to be comedy gold.
ManningCast for the uninitiated, is essentially Monday night football with commentary from both Peyton and Eli; with a star studded guest appearance ensemble that features ex-Presidents, actors, musicians. The ManningCast broadcast brings conversational delight to football in a way that sparks laughter, interest and engagement among viewers.
And in true Manning spirit, they have two Emmy wins to their credit. (These guys just know how to win.) This year, they are back for their 5th consecutive season which will air the entire NFL season.
Table of Contents
- Why the Mannings Correlate to Customer Experience
- Conversational Customer Experience Lessons Learned
- Find Your Brand Personality
- FAQ: Conversational CX Lessons From the ManningCast
Why the Mannings Correlate to Customer Experience
However, the ManningCast provides us a deeper view into where the world of customer experience is heading – and gives us a lens into the window of where consumers mindsets are at, and why the world of conversational experiences and a sense of community is, and will continue to be so critical for brands to connect with their customers on deeper levels.
With the onset of other streaming services like twitch, YouTube Live and Instagram Live, consumers have locked into channel as a top avenue for consumable content. In fact, the global live streaming market is estimated to be worth $345 Billion (That’s Billion with a capital B) by 2030, with a CAGR of 23%.
So yeah, I’d say the living streaming market is a play that all brands will have to call moving forward. With that, here are conversational CX lessons the ManningCast provides that will undoubtedly increase the connection between customer and brand.
Conversational Customer Experience Lessons Learned
Authoritative Veil Lifted
Imagine being able to have an unfiltered conversation with the director of the CIA or the president of the United States? Who really killed JFK? Are aliens real? Did we really go to the moon?
The same holds true with the ManningCast. Eli and Peyton are undoubtedly two of the best to ever play the game (behind Tom Brady, of course). And with that they can bring authoritative commentary and lift the veil of game secrets to predict plays and criticize coaching calls.
Brand Transparency in Action
Brands have this same ability too; a great example of this is Damola Adamolekun, Red Lobster's CEO. Earlier this summer I covered Damola and his transparent vision for how Red Lobster can become relevant again in the eyes of their customers, focusing heavily on experience, transparency and authenticity.
Today, brands that aren’t lifting the veil and having honest, straightforward conversations with their customers will continue to lack the authenticity need to build loyalty and trust.
Related Article: Building Customer Trust — Statistics in the US for 2025
When Transparency Fails
Want another example? Two words: Cracker Barrel. Execution without transparency or messaging results in customer dissatisfaction and disrupts the emotional connect that consumers have with the brand, ultimately leading to backlash and confusion which isn’t a good formula for revenue and customer satisfaction.
The Celebrity Fan Effect
One the best parts of the ManningCast is that every week they bring in a new guest who sits with them for a period to talk about on- and off-field topics. These guests range from ex-presidents to ex-players, to musicians and actors.
These guests are vitally important to the success of the show.
Here’s why: The guests bring in new viewers. If your favorite actor or musician is joining the show, maybe you tune in to see what they have to talk about. You may not be a football fan, but you could be a Snoop Dogg fan. The guests help elevate each show, but also bring new demographics to the game of football.
A win-win for the Manning brothers and the league.
Additionally, the conversations they have with the guests is always cheeky, fun and energetic; the Manning brothers sort of pull the guests out of the comfort zone which boats the authentic conversations we all crave.
Bringing Fans Into the Conversation
Brands can do this as well. Maybe once a month your CEO does a live stream to answer questions about new products coming, or invites celebrities who love your brand and the products you sell. There’s nothing more fetching to fans when celebrities or executives can be relatable and humanized.Personality With a Capital P
Which brings me to my last point. Personality with a capital P.
The reason we love movies, music and athletes isn’t because of what they do on the field, on the screen or on the stage. That’s a byproduct of something deeper. And that deeper level is personality.
Sure, Taylor Swift has an amazing voice – but us Swifty’s don’t love her for her voice. Ee love her because we can feel her lyrics in our soul. We walk side by side with her and live the same experiences.
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And this is the secret play the Manning brothers put into practice each Monday. Their personalities blended with their guests boast relatability. Their guests aren’t where we typically see them. They aren’t on stage, or on screen or running a country. They are in a chair, talking football and having laughs, things we as humans do in our own lives. Their personalities become relatable, and that makes us like them even more.
Find Your Brand Personality
This is the secret play of success for brands. All brands have personalities. Take a moment to think of your favorite brands and ask yourself, “Why do consumers like my brand? How does the brand make them feel? What’s the personality trait of the brand?”
There are answers hidden in this question. By tapping into these answers and bringing them to the surface of experiences you’re building for customers, you’ll be able to enhance your brand personality and give your customers relatable opportunities for them to say, “They get me, and I get them.”
Brands must not stay stagnant. You must always be growing and evolving, just as we do as humans. Having conversations with your customers will allow you both to have deeper levels of understanding of what that growth and evolution looks like. It will help guide your progress and personality.
As Tom Brady, the greatest quarterback of all time once said, “You know what my favorite ring is? The Next One.” What won your customers today may not win them tomorrow. Focus on your brand's personality, look deeply into why your customers LOVE you and make that the banner you raise season after season.
FAQ: Conversational CX Lessons From the ManningCast
Editor's note: The ManningCast provides more than football banter — it highlights strategies like transparency, relatability and personality that brands can use to strengthen customer connections.
Transparency, similar to the Manning brothers’ candid commentary, helps brands lift the veil with their customers. Open communication and honesty build trust and authenticity, which are essential for loyalty and long-term relationships.
The ManningCast attracts viewers with high-profile guests. Brands can replicate this effect by featuring influencers, executives or celebrity fans to draw in new demographics and create memorable, relatable experiences.
The ManningCast is ESPN’s alternate Monday Night Football broadcast hosted by Peyton and Eli Manning. Its conversational format, humor and star-studded guests demonstrate how authentic engagement and community can turn passive audiences into loyal fans — a model brands can use to enhance customer experience.
Personality fuels emotional connection. Just as the Manning brothers’ personalities make the show engaging, a brand’s unique traits allow customers to relate and feel understood, driving deeper loyalty and repeat engagement.
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