Stine Carina Loud is a digital customer experience leader with more than 20 years of experience in digital strategy, digital and AI transformation, e-commerce and customer experience. Throughout her career, she has focused on simplifying complex customer journeys and creating more intuitive, engaging and effective experiences for customers. She has also spoken at industry events, most recently at the Relevance 360 conference in Barcelona, where she discussed how AI can improve customer journeys. At GN Group, Stine leads Digital Customer Experience within Global Customer Experience, shaping digital journeys and experiences for global brands. Her work focuses on creating simpler, more connected customer experiences across help centres and portals through self-service, content and AI-enabled tools, while preparing for a future where customers increasingly expect digital experiences to be conversational, intuitive and centred around one clear entry point rather than a maze of channels.