In this episode of our podcast “Voices of Change: Leaders of the New Customer Experience” Martín Barbero, CEO of Xtendo, dives into an in-depth conversation with José Milton Buitrón. As Global Head of the Data and Artificial Intelligence Center of Excellence at Kimberly Clark Professional, José shares his experience leading the implementation of artificial intelligence (AI) to optimize processes and improve decision making in a global business environment.
AI and the Human Factor: Complement, Not Substitution
During the conversation, José addresses one of the most frequently asked and troubling questions around AI: Will AI replace humans? José clarifies that AI does not seek to replace people, but rather to transform roles that no longer provide value and allow humans to focus on more strategic and creative tasks. “Technology has not replaced the human, it has replaced roles,” says José, stressing that AI is a technological evolution that extends human capabilities rather than eliminating them.
This perspective is reflected in the example Jose gives about elevator operators, a role that was replaced by automation, allowing people to focus on more meaningful activities. Similarly, AI is enabling employees to acquire new skills and focus on decision making, a key aspect in the modern work environment.
Challenges in Implementing AI: Data Quality
One of the main challenges Jose identifies in AI adoption is data quality. He notes that many organizations have faced the problem of poor data quality when trying to implement AI solutions. “The raw material is data,” Jose says, stressing the importance of having accurate and reliable data to train effective AI models.
This problem, according to Jose, not only creates distrust in business teams, but also prevents companies from fully exploiting the potential of artificial intelligence. To overcome this challenge, it is crucial to work on data governance and continuous improvement within organizations.
Continuous Training: Preparing for the Future of Work
José also emphasizes the importance of continuous training to adapt to the use of artificial intelligence in the workplace. He stresses that AI is not a technology to be feared, but understood and harnessed. For those who feel uncertain about their future in an increasingly digitized work environment, Jose recommends not relying on the current stability and instead always remain in a position of learning and adapting.
He suggests starting with a basic understanding of how generative AI models work and experimenting with tools such as ChatGPT to become familiar with their capabilities. In addition, he advises professionals to enroll in courses on Prompt Engineering to improve their skills in interacting with AI systems. “Any professional should have an approach to the capabilities that Artificial Intelligence provides today in any industry,” José stresses.
AI in Action: Process Optimization at Kimberly Clark Professional
José shares a concrete example of how AI has transformed his work at Kimberly Clark Professional. In a recent project, AI made it possible to reduce data processing time from two weeks to a single day. This was achieved by delegating data analysis and synthesis to AI, which freed up time for humans to focus on validating results and making informed decisions.
However, Jose cautions that while AI can automate many aspects of data analysis, there must always be human intervention to ensure the accuracy and relevance of the results. This balance between automation and human oversight is key to the successful implementation of AI in any organization.
Artificial Intelligence in the Future: Challenges and Opportunities
At the end of the episode, Jose reflects on the future challenges and opportunities that artificial intelligence presents for businesses. He notes that data quality and trust in the technology will continue to be hurdles to overcome. In addition, he emphasizes that AI adoption must be accompanied by ongoing education so that employees can adapt to the new tools and maximize their potential.
The conversation with José Milton Buitrón offers a clear and grounded view of how artificial intelligence is redefining the business landscape, not just as a technical tool, but as a catalyst for innovation and human growth.
Don’t miss all the details of the conversation and download the episode to listen when you can. We’re on Spotify, Apple Podcast and YouTube.
