I agree with your experience completely ......
I will never forget when my non-Witness Grandmother died ,and her two witness daughters arrainged her funeral ......it was the most unfeeling ,cold ,callous service I ever attended . I was a young adult at the time ,still a witness mind you ,and it left me feeling hurt and bitter .
The Elder asked to do the service had never even met my Grandmother .....he read the outline approved for funerals to the word . No feeling ,no personalization .He covered Adam to Armageddon if you know what I mean . The Christian relatives in attendance were appalled , I could hear them murmuring behind me . Her whole service was designed to be a witness and that is all .Well it was a witness ......a bad one !
I left feeling sick ,hollow and unconsouled .....it really was an impression that has never left me .
Recently we attended a Christian relatives service and it was much like you described . A real comfort . A sharing of personal rememberances ,an out pouring of heartfelt sentiments . All of this left us feeling so much better than any witness funeral we ever attended .