Tune in as we share real-talk conversations between women working in CX and those influencing the CX agenda from the periphery too.
Innovation in Action: How Shannon Knowlton Built an Award-Winning GenAI VoC Copilot
In this special edition of the Inspiring Women in CX podcast, celebrating the 2025 Inspiring Women in CX Awards Winners, Clare Muscutt sits down with Shannon Knowlton, Voice of the Customer Manager and this year’s Innovation Award winner.
In this uplifting conversation, Shannon reveals the innovation that earned her this year’s award: a bespoke GenAI Copilot agent she built from the ground up to revolutionise VOC workflows, enhance the depth and reliability of customer insights, and strengthen strategic collaboration.
Smashing Silos: The Real Work Behind Joined-Up CX with Obi Santos
In this episode of Inspiring Women in CX, Clare Muscutt speaks with Obi Santos, a passionate CX leader and cross-functional change agent, about one of the biggest challenges facing customer experience professionals today: silos.
Obi shares her perspective on why, despite all the talk about alignment and collaboration, silos still persist—and what it really takes to overcome them.
Clare Muscutt talks with Lynn Hunsaker about ‘smoothing the silos’ and the path to influencing customer focus in your organisation.
“Anytime you have a silo that is dysfunctional, it's costly, it causes churn, grief, and a lot of confusion and extra worry… If you want to solve organisational silos, then take a look at vision, assumptions, goals, metrics, and handoffs as the pathway to it.”