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Bonnie Gadd

National Customer Care Manager, Contact Energy

Bonnie Gadd is the National Customer Care Manager at Contact Energy, with a career spanning leadership roles in mediation, energy, financial services, and tech. Passionate about transforming both customer and employee experiences, Bonnie blends values-driven leadership with a forward-looking approach to service design. At the Summit, she will lead a discussion on building ethical, human-centred contact centres in an AI-enabled future—exploring how organisations can embrace automation while preserving meaningful, people-first interactions.

Day 1

4:30

Panel: Agent Experience Reimagined: Winning in a Tough Talent Market

  • Rebuilding the role - What does the agent of 2026 look like?

  • Repositioning the contact centre agent as a growth contributor, not a script reader

  • Redesigning job structures to support more meaningful, sustainable work

  • What younger and diverse talent actually value in CX careers

Day 2

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Roundtable Topic C: Ethicial AI in CX: Designing Contact Centres for a Human + AI Future

  • What boundaries should we set to ensure we don’t automate without regret?

  • Exploring “agent-to-agent” service models—when tech supports people, not replaces them

  • How to apply emerging risk and complexity frameworks to decide what stays human-led

  • Reimagining the contact centre as a service engine for both customers and employees 

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