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 opens up about her journey of overcoming imposter syndrome, owning her accomplishments, and leading meaningful customer experience innovation in a traditionally risk-averse sector.

 

She 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.

 

Together, Clare and Shannon explore:

• Stepping outside of your comfort zone to overcome imposter syndrome and accelerate your career.
• The core capabilities of modern leadership – from empathy and curiosity to collaboration and impactful storytelling.
• Practical, human-centred ways to use AI in customer experience while keeping people firmly in the loop.
• Sparking innovation in risk-averse industries by focusing on the problem before introducing technology.
• How CX professionals can stay future-ready through networking, mentorship, and continuous learning

This episode is a celebration of Shannon’s refreshingly practical and deeply human approach to CX, offering listeners the confidence to lead innovation in their own organisations. A must-listen for anyone wanting to grow, innovate, and make a real difference!