本文源引自New Metrics的Rami Haffar在2024年3月5日的刊文，采用中英双语排版，由ImmersiveTranslate提供翻译支持。
AI-powered personalization and orchestration for CX
AI 支持的 CX 个性化和编排
Tools that use artificial intelligence (AI) for personalization and orchestration will be game-changers for customer experience.
使用人工智能 (AI) 进行个性化和编排的工具将彻底改变客户体验。
AI-driven personalization can help brands boost customer engagement, enhance loyalty, drive sales, and gain a deeper real-time understanding of their customers. That is achieved through the customization of website content for each individual, ultimately improving conversion rates.
人工智能驱动的个性化可以帮助品牌提高客户参与度、增强忠诚度、推动销售并更深入地实时了解客户。这是通过为每个人定制网站内容来实现的，最终提高转化率。
“Leaders must pay close attention to the evolving role of AI in tailoring customer interactions. AI not only enhances personalization by analyzing customer preferences and behaviors but also orchestrates seamless and contextual experiences across various touchpoints,” said Haffar.
“领导者必须密切关注人工智能在定制客户互动方面不断变化的作用。人工智能不仅通过分析客户偏好和行为来增强个性化，而且还可以跨不同接触点协调无缝和情境化的体验。”Haffar 说道。
The growing role of AI in EX
人工智能在 EX 中的作用日益增强
“Beyond its impact on CX, AI plays an even more crucial role in shaping employee experience (EX). Leaders should recognize the transformative potential of AI in enhancing the workplace environment,” said Haffar.
“除了对 CX 的影响之外，人工智能在塑造员工体验 (EX) 方面发挥着更为重要的作用。领导者应该认识到人工智能在改善工作环境方面的变革潜力，”哈法尔说。
Through the power of AI, organizations can streamline HR processes, offer personalized experiences, and automate repetitive tasks, allowing employees to focus on more meaningful and strategic aspects of their roles. AI tools can, in this way, both boost efficiency and also help foster a more positive work environment in which employees are not required to manually perform boring, routine tasks.
借助人工智能的力量，组织可以简化人力资源流程，提供个性化体验，并自动执行重复性任务，使员工能够专注于其角色中更有意义和更具战略意义的方面。通过这种方式，人工智能工具既可以提高效率，也可以帮助营造一个更积极的工作环境，让员工无需手动执行无聊的例行任务。
Strategic integration of AI across CX and EX
跨 CX 和 EX 的人工智能战略整合
“The most forward-thinking leaders will recognize the synergy between CX and EX trends,” said Haffar.
“最具前瞻性的领导者会认识到 CX 和 EX 趋势之间的协同作用，”Haffar 说。
“The strategic integration of AI across both customer and employee experiences is paramount. By leveraging AI to create a seamless connection between external customer interactions and internal employee experiences, leaders can foster a unified, data-driven approach.”
“人工智能在客户和员工体验方面的战略整合至关重要。通过利用人工智能在外部客户互动和内部员工体验之间建立无缝连接，领导者可以制定统一的、数据驱动的方法。”
Effectively integrating EX and CX strategies is a surefire way to boost efficiency and create better experiences for both customers and employees. Boosting both these experiences can create a synergetic effect, where more content employees can better serve customers.
有效整合 EX 和 CX 策略是提高效率并为客户和员工创造更好体验的必由之路。提升这两种体验可以产生协同效应，让更多内容的员工可以更好地为客户服务。
“Leaders who strategically incorporate AI into their CX and EX strategies are well-positioned to navigate the evolving landscape and drive sustained success for their organizations,” said Haffar.
Haffar 表示：“战略性地将人工智能纳入 CX 和 EX 战略的领导者能够很好地驾驭不断变化的环境，并推动组织持续取得成功。”
