员工体验平台的演进：推动 AI 转型的关键引擎Josh Bersin 公司发布新研究指出：员工体验平台（EXP）正在成为企业 AI 转型的关键基础设施。EXP 不再只是HR工具，而是推动组织学习、透明沟通和员工赋能的核心平台。研究提出五大战略：以人为本、自下而上、持续学习、透明沟通和实时优化。案例包括 Microsoft 的 HR AI 转型、ASOS 的 AI 自动化、Clifford Chance 的法律文书 AI 起草。EXP 赋能组织实现敏捷变革和AI落地。
AI 正在快速改变职场——不仅是技术，更是组织文化与工作方式的深刻变革。
人工智能（AI）的广泛应用为生产力、效率和业务增长带来了前所未有的机遇。然而，AI 转型并不仅仅意味着“部署新技术”，它实际上深刻地重塑了员工体验，影响着组织文化、团队协作方式与工作流程。
在这一转型过程中，员工体验平台（Employee Experience Platform，简称 EXP） 正逐渐从传统的 HR 工具，演进为推动企业成功实施 AI 的关键引擎。EXP 不再只是一个用于请假或查政策的门户，而是集成沟通、学习、协作、数据与自动化的智能化平台，帮助组织推动 AI 采纳、提升员工准备度，并确保 AI 真正带来业务价值。
员工体验平台的演进
EXP 的初始功能主要是处理事务性流程，如请假申请、薪资查询等。但如今，随着 AI 技术的发展，EXP 已演变为智能化的交互中心，集成以下核心功能：
跨系统的员工沟通与协作
提供关于 AI 使用和员工情绪的实时洞察
支持个性化的学习与技能建设
自动化重复任务，让员工专注于更有价值的工作
同时，得益于 AI Agent 的融入，如今的 EXP 变得更易使用，员工可通过自然语言与系统交互，实现跨系统流程操作，无需再进入多个事务性系统。
因此，EXP 不再是“可有可无”的系统，而是 企业 AI 成功转型的关键基础设施。
企业 AI 转型案例
我们调研了三家具有代表性的公司，探讨他们在 AI 转型中如何借助 EXP 实现落地与成效：
1. ASOS（线上时尚零售）
部署 Microsoft Copilot 与 Microsoft Viva 赋能多业务部门
用 AI 驱动 HR 案例处理工具，提升服务效率
通过自助服务门户精简事务流程
用自定义 AI bot 自动完成可持续认证流程
成果：员工生产力提升、参与度增强、AI 无缝落地
2. Microsoft（打造 AI 驱动的 HR 部门）
通过 Viva 学习模块开展 AI 培训
自助 HR 工具增强员工支持体验
实时分析 AI 使用情况，持续优化策略
成果：HR 效率显著提升，数千名 HR 领导参与 AI 社群
3. Clifford Chance（国际律所）
用 AI 起草法律文件，为律师提供初稿
借助 AI 语言工具跨越法律语境差异
利用 AI 管理法律知识，快速找出相关案例
成果：文书效率提升、知识共享加速、决策更精准
AI 转型的敏捷性要求
与传统变革不同，AI 推广不是一次性事件，而是一个 持续试验、迭代和适应的过程。因此，企业需具备“变革敏捷性”（Change Agility），用灵活的机制推动员工学习和组织协同。
借助 EXP 实现 AI 成功的五大战略
我们总结出五个成功企业在 AI 转型过程中普遍遵循的策略，而 EXP 是支撑这些策略实施的核心平台：
1. 以人为本与目标导向（Focus on People and Purpose）
AI 的导入需与组织使命、价值观和员工需求保持一致。EXP 可确保所有 AI 工具围绕员工体验设计，提升参与度、工作效率和福祉。
? 案例：Microsoft HR 借助 Viva Amplify 定制 AI 推广内容，让 HR 团队及时获取战略沟通信息，确保 AI 项目与业务目标保持一致。
2. 采用自下而上的迭代方法（Bottom-Up, Iterative Approach）
AI 转型不能靠高层指令推动，而应依赖一线员工的反馈与试验。EXP 通过实时反馈与学习机制，让员工在实际工作中试用、迭代与优化 AI 工具。
? 案例：ASOS 借助 Viva 社区功能发起“Work Smarter”活动，员工可在平台上公开交流 AI 使用案例，形成知识共享文化。
3. 鼓励透明沟通与试验精神（Transparent Communication and Experimentation）
员工需要明确知道 AI 工具的使用场景、目的与风险，才能建立信任并积极参与。EXP 提供结构化、公开的试验机制，确保过程透明。
? 案例：Clifford Chance 在 Microsoft Viva 中嵌入 AI 工作流程，员工可以实时测试 AI 辅助起草功能，同时了解其运行逻辑。
4. 推动持续学习与技能建设（Continuous Learning and Skill-Building）
员工必须掌握 AI 基本素养，才能有效融入 AI 工具。EXP 提供基于角色定制的学习路径，支持技能升级与长期成长。
? 案例：Clifford Chance 借助 Viva Learning 培训员工 prompt 工程、AI 素养与数据分析技能，为 AI 工具的使用打下基础。
5. 实现实时度量与持续优化（Real-Time Measurement and Improvement）
与传统 IT 项目不同，AI 推广必须持续监测并快速调整策略。EXP 提供实时分析能力，帮助企业追踪员工情绪、生产力与 AI 使用情况。
? 案例：Microsoft HR 借助 Viva Insights 实时追踪 AI 使用频率、员工负荷减轻情况与情绪变化，以便动态调整 AI 战略。
HR 在 AI 转型中的新角色
在 AI 重构工作的过程中，HR 部门不再只是支持者，而是：
主导员工技能升级与再培训
协助重塑岗位定义与工作流程
在 HR、IT 与业务之间架起 AI 战略桥梁
落实负责任 AI 政策，确保 AI 应用符合伦理与企业文化
HR 将在未来的 AI 时代中扮演 “战略引导者 + 管理变革催化者” 的核心角色。
行动建议与未来展望
企业若想在 AI 转型中取得成功，应当：
✅ 采用“变革敏捷”思维，持续学习、实时迭代
✅ 建立 AI 驱动的员工体验平台，支持流程与文化融合
✅ 打破 HR、IT、业务之间的壁垒，实现跨部门协同
✅ 实施实时度量机制，根据反馈不断优化 AI 战略
EXP 已成为企业迈入 AI 未来的基础设施。
AI 将持续重塑职场，但决定 AI 成败的关键并非技术本身，而是组织是否能让员工真正拥抱 AI、用好 AI。
EXP 不再只是一个 HR 工具，而是打造学习型组织、推动信任建设和灵活变革的“中枢神经系统”。企业若想在 AI 驱动的时代中保持竞争力，就必须把员工体验放在战略核心位置。
作者：Kathi Enderes | 全球研究与行业分析高级副总裁 | Josh Bersin Company
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2025年07月19日
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How California Employees Can Navigate Conflict & Respond to Workplace Aggression在加州职场，冲突虽常见，但若升级为言语、心理或身体上的攻击，员工权益和安全便受到严重威胁。本文由加州资深劳动律师 Andrea Amaya 撰写，结合丰富实务经验，为员工提供一套应对职场侵害的法律行动指南。
首先，员工需识别何为“正常摩擦”与“侵害行为”之间的界限——如果对方的行为使你感到受威胁、被羞辱、被排挤，或影响工作绩效，就不应被视为“职场常态”。其次，律师强调“记录一切”的重要性，即便是微小的不适也应及时整理证据，如保存邮件、截图聊天记录，并建立日志。
面对挑衅时，理性、专业的回应比情绪化反应更具保护力。文章建议使用明确措辞维护自身底线，并在适当时向HR正式提出书面投诉。但员工也需意识到HR并非完全中立，举报时需谨慎、留存所有记录。如担心遭遇打击报复，建议先与律师沟通。
当局势持续恶化、损害身心健康时，员工应评估是否需要寻求法律援助或考虑离职。在加州，基于歧视、骚扰或报复的侵权可向 CRD 或 EEOC 提出申诉。
作者最后提醒，职场毒性文化的存在并非员工本人的失败，勇敢维权、优先保护自己的心理健康，是专业、成熟且有力的选择。
LOS ANGELES, July 15, 2025-Conflict is part of any workplace and often unavoidable. It can look like subtle disrespect in meetings or outright hostility behind closed doors.But when conflict escalates into aggression, whether it be verbal, psychological, or even physical, and it starts threatening your dignity, safety, and career, it stops being a mere HR matter.
As an employment lawyer in California representing employees across industries, I've seen how workplace aggression, left unchecked, can erode mental health, derail careers, and silence otherwise brilliant voices.
But I've also seen how clarity, strategy, and the courage to act can turn conflict into a turning point rather than a breaking point.
Here's how California employees can navigate workplace conflict and respond to aggression in a way that's not only safe and smart, but legally informed.
1. Recognize the Difference Between Discomfort and Abuse
Not every disagreement is "hostile work environment" material. Workplaces are made up of employees with differing opinions, personalities and backgrounds. Disagreements are bound to happen. However, there is a difference between a disagreement or a misunderstanding and a toxic work environment. Many workers, especially in hierarchical or high-pressure fields, normalize toxic dynamics. If you find yourself second-guessing whether your colleague's tone, your supervisor's "jokes," or the constant exclusion from meetings are just part of the job, pause.
Ask yourself: Is this behavior isolating me, threatening me, humiliating me, or interfering with my ability to do my job?
In California, workplace aggression can cross legal lines if it includes harassment (especially if based on protected characteristics like race, gender, age, disability, etc.) or retaliation (for reporting wrongdoing, requesting medical leave, etc.). It doesn't have to be physical. Verbal attacks, threats, and sabotage count.
2. Document Everything, Even the "Small" Stuff
Legal cases aren't built on vibes; they're built on records. If a coworker publicly berates you, if your boss sends passive-aggressive emails, or if you're left out of key communications, write it down. Save the emails. Screenshot the thread. Keep a running log with dates, what happened, and who was present.
Even if you never file a formal complaint, documentation arms you with clarity and credibility. It helps HR understand patterns, not just isolated events. And if things do escalate legally, it could be the difference between "he said, she said" and a compelling, evidence-based claim.
3. Respond Strategically, Not Emotionally
It's human to want to snap back at the colleague who cuts you down in front of others. But emotional reactions can be used against you later, especially if the aggressor is angling to provoke you.
Instead, respond with professionalism. If safe, call out the behavior calmly:
"I'd prefer to be spoken to respectfully. Is there something specific you want to address?"
If you're in a meeting, redirect the conversation or note the inappropriate behavior in writing afterward. Use phrases like:
"To clarify what was said earlier…" "For the record, I'd like to note…"
Standing up for yourself may feel uncomfortable, especially if you're junior or underrepresented, but it is a crucial step to protecting your dignity.
Remember: assertiveness is not aggression. It's boundary-setting.
4. Use Your Company's Processes, But With Eyes Wide Open
HR is supposed to be a neutral party, but in practice, they often serve the company's interests. That doesn't mean you shouldn't report bad behavior. It means you should report with awareness.
When making a complaint:
Be clear, specific, and factual.
Stick to workplace impact (e.g., "This interfered with my ability to do X").
Ask for a written acknowledgment of your complaint.
Save a copy of everything you submit or receive.
In California, retaliation for complaining about unlawful behavior (discrimination, harassment, wage violations, etc.) is itself illegal. Nonetheless, retaliation by an employer is still common. If you're concerned about blowback, consult an employment lawyer before filing the complaint.
5. Know When to Escalate, And When to Exit
There comes a point when the question shifts from "Can I fix this?" to "Is this worth staying in?" That's not quitting. That's choosing yourself.
If conflict or aggression becomes chronic, or harmful to your health, or it remains unresolved, it may be time to seek outside help. In some cases, a legal letter can prompt change. In others, a claim with the California Civil Rights Department (CRD) or Equal Employment Opportunity Commission (EEOC) may be appropriate.
And sometimes, the bravest and healthiest move is to walk away, with your records intact, your self-respect preserved, and legal options open. This doesn't mean you are giving up. You are simply prioritizing your mental and physical health.
You are not unprofessional for protecting your peace. And you are not alone. Take action.
Final Thoughts
If you're dealing with constant tension or subtle hostility, it's easy to internalize it as a personal failure. But much of what we call "personality conflicts" in the workplace is actually a failure of culture and leadership. Especially for employees from marginalized communities, navigating workplace aggression can feel like an invisible second job.
Recognize when a situation is harmful. Leaving a workplace that no longer suits you is not a sign of weakness. While workplace aggression can make you feel powerless, remember that you have the power to control the outcome.
You don't need to be loud to stand up for yourself. You just need to be strategic, supported, and unshakably clear on your worth. The law, when understood and applied, is a powerful ally.
Contact D.Law by calling (818) 875-2008 or send a message with any questions or concerns you may have regarding your employment rights. Our attorneys are experts in California employment law and worker's rights and can help you with the problems you are faced with.
-By Andrea Amaya, Associate Attorney, D.Law
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