innovate ON purpose
Matt Mueller
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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. Learn more about Matt Mueller here: 1. Website: https://themindfulinnovator.com 2. LinkedIn: https://www.linkedin.com/in/mattmuellerinnovation/ 3. Facebook: https://www.facebook.com/Matthew.F.Mueller/ 4. Instagram: https://www.instagram.com/mattmuellerinnovation/ 5: Twitter: https://twitter.com/MattMuellerInv8 6. TikTok: https://www.tiktok.com/@mattmuellerinnovation
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