AI Meets Empathy: Helzberg’s Blueprint for Retail Transformation

How do you scale innovation across hundreds of retail stores without losing the human touch?

In this episode of Innovate on Purpose, host Matt Mueller sits down with Ryan Holm, Divisional Vice President of Retail Innovation & Operations at Helzberg Diamonds, to explore how the iconic jewelry retailer is reimagining the frontline experience through AI-powered scheduling, intelligent communication tools, and a people-first innovation culture.

Ryan shares how his journey from store manager to innovation leader shaped his approach to implementing technology that actually works in stores — from AI workforce management (Legion) to Zipline Coach, an internal AI assistant that helps associates find answers instantly.

You’ll learn:
 💎 How Helzberg is blending AI and empathy to elevate both the employee and customer experience
💎 The secret to scaling pilots successfully across an entire retail network
💎 Why the frontline is the future of retail innovation
💎 What agentic AI could mean for customer engagement and data in the years ahead

If you’re a retail leader, store operations executive, or innovation strategist, this conversation is packed with real-world lessons on how to turn technology into transformation.

Listen now to discover how Helzberg Diamonds is setting a new standard for people-powered retail innovation.

Chapters:
00:00 Introduction to Innovation at Helzberg Diamonds
01:54 Ryan Holm's Journey and Role at Helzberg
02:43 Challenges in Creating a Great Customer Experience
05:43 Implementing AI Workforce Management Solutions
09:05 Zipline Coach: Enhancing Communication and Training
11:30 Overcoming Implementation Challenges with AI
15:04 Scaling Innovations in Retail
23:39 Future of Employee-Focused Innovation
25:44 Concerns About Agentic AI in Retail

#RetailInnovation #AIinRetail #HelzbergDiamonds #FrontlineExperience #CustomerExperience #WorkforceTechnology #RetailLeadership #InnovateOnPurpose

More about Ryan:

• https://www.linkedin.com/in/ryansholm/
• https://www.helzberg.com/

Thanks for checking out this episode of innovate ON purpose.

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