From the age of 14, this visionary was already exploring the limits of what was possible with a computer, and today, decades later, he is leading the digital revolution in the retail sector. Jose Luis Mendoza, a reference who has turned his passion for technology into a tool to transform entire industries, has more than 20 years of experience, and his career is a testament to how curiosity and determination can change the rules of the game in digital commerce.
From his beginnings as a young enthusiast, to becoming a key figure in e-commerce and artificial intelligence projects, Mendoza has shown that it is not enough to adapt to change: you have to get ahead of it. His trajectory has not only impacted companies such as Walmart and Grupo Bafar, but has also inspired new generations of technology leaders.
Steps Toward the Future: The Beginnings of Jose Luis Mendoza
“From a young age, I was passionate about technology,” Mendoza recalls. At age 14, he received his first computer, an event that would define his professional life. Although he also felt a strong attraction to graphic design, his interest in computers and programming led him to study systems engineering. “Combining creativity and technology allowed me to transform business processes early in my career,” he explains.
Innovating E-Commerce: The Digital Shift in the 2000s
Mendoza began his career at Walmart and Sam’s Club, where he led the development of e-commerce websites. “At that time, e-commerce was something completely new,” he says. This period was crucial in cementing his vision of technology as a transformational tool. Under his leadership, Sam’s Club developed the first online sales page in Mexico. This milestone marked the beginning of a new era, allowing customers to start adopting e-commerce.
“I remember how customers had doubts about how to shop online. Breaking those cultural barriers was one of the biggest challenges, but also one of the most rewarding achievements,” Mendoza points out.
Omnichannel as a Pillar of Transformation
“The customer must have an integrated experience,” says Mendoza, who has driven the concept of omnichannel to unify the shopping experience across different platforms. His approach not only improved internal processes, but also optimized logistics and user experience.
During the 2020 pandemic, Mendoza was instrumental in the implementation of self-checkout units at Walmart. This project not only answered the need for social distancing, but also redefined the way customers interact with stores. “Self-checkout eliminated generational barriers and made the shopping process easier for everyone,” he says.
Artificial Intelligence: Transforming Customer Management and Customer Experience.
As Senior Manager of Digital Transformation at Grupo Bafar, Mendoza leads innovative initiatives such as “Smart Store”. This project uses artificial intelligence-based sensors and cameras to identify gaps in shelves and ensure inventory is always available. “It is frustrating for a customer to look for a product and not find it. Our technology ensures that this doesn’t happen,” he explains.
Another highlight is the use of sensors to monitor temperatures in display cases and refrigerators. “With AI, we can anticipate equipment failures and perform preventive maintenance, which reduces costs and improves product quality,” he adds.
In addition, Mendoza is exploring the use of virtual agents to improve communication with customers. “We are implementing WhatsApp purchasing,” he mentions. This approach seeks to leverage everyday tools to offer a more accessible and personalized experience. “Training these systems is key to ensure they respond in a helpful and accurate manner,” he emphasizes.
Key Benefits of Digital Transformation
- Improvements in Customer Service: The integration of technologies such as virtual agents makes it possible to provide quick and efficient responses to customer concerns. According to Mendoza, “the key is to provide immediate and accurate solutions, reducing waiting times and increasing overall customer satisfaction”. These tools also collect valuable data that helps personalize future interactions, creating a richer experience tailored to individual needs.
- Efficient Training: One of the biggest challenges in adopting new technologies is staff training. Mendoza assures that “artificial intelligence makes it possible to design training programs that are dynamic, interactive and tailored to the capabilities of each user”. For example, AI-powered simulators and learning platforms can identify areas for improvement and offer specific content to strengthen employees’ skills, ensuring faster and more effective adoption of technological changes.
- Process Automation: Automation is an essential component of digital transformation. Tools such as RPA (Robotic Process Automation) are changing the way companies operate. Mendoza comments that “these technologies allow us to automate repetitive and time-consuming tasks, such as report generation, data processing and inventory management.” This not only improves operational efficiency, but also frees staff to focus on more strategic and creative activities, adding greater value to the organization.
Towards a Hyperpersonalized Future
Mendoza predicts a future where hyper-personalization will be essential. “Knowing the consumption habits of each customer will allow us to offer products and services that really interest them,” he says. In addition, supply chain optimization will be key to guaranteeing product availability.
Advice for Technology Futurists
“Stay current,” advises Mendoza. With artificial intelligence advancing by leaps and bounds, participating in forums, webinars and courses is essential. But the most important thing is to find practical applications: “AI has immense potential, but it will only be useful if we know how to apply it”.
Jose Luis Mendoza is not only a reference in digital transformation, but also an inspiration for those seeking to innovate in the world of technology. His vision and leadership continue to set a path towards a more efficient and connected future.
