Ryan Holm
Divisional VP of Retail Innovation and Operations
Helzberg Diamonds
Also available as audio
Clienteling platforms like Proximity let associates own the customer relationship across touchpoints—texting during purchase, managing anniversaries, building baskets—without shifting control to e-commerce. This preserves human connection while removing the administrative friction that pulls frontline staff away from selling.
High-emotion purchases (engagement rings, major life moments) are won on relationship and trust, not price. Technology should amplify the associate's ability to guide and follow up, not replace the emotional labor that differentiates luxury retail.
Store managers who can fluidly shift between customer service, coaching staff, and brand advocacy are force multipliers; technology investments should free their time for this high-impact work rather than load them with administrative tasks.
Conversation 104
There's a lot. So one of them, I'm going to shout out to Proximity. They're our clienteling partner. You mentioned that relationship and the customer journey. That's how we actually are able to allow our associates to stay in close contact with customers. So they can actually text clients during the buying process or even email just to stay in touch for birthday, anniversaries, that sort of thing. They can even create e-commerce baskets on their behalf directly through the platform, which is really exciting.
Ryan Holm, How Helzberg Uses Technology to Remove Frontline Burden at Helzberg Diamonds
Ryan Holm
OFFBounds Source · 104Divisional VP of Retail Innovation and Operations · Helzberg Diamonds
