How Helzberg Uses Technology to Remove Frontline Burden

Holm’s approach to rolling out new technology is grounded in psychology as much as process. He learned early on that the best proof of concept is not determined by market analysis or store demographics. It is determined by enthusiasm. Finding your innovators, the frontline employees who are bored, curious, and excited to test new tools, creates organic adoption because word spreads fast in retail. Those early adopters become ambassadors, and their excitement accelerates rollout across the organization. Holm’s advice for anyone bridging headquarters and stores is direct: be curious and vulnerable. Admit what you do not know. Ask questions. Accept feedback from the field even when it hurts, especially after investing time and energy into a solution that is not landing as expected.

As Helzberg continues to evolve, the priorities remain consistent: invest in technology that helps frontline teams focus on customers, treat solution providers as actual partners rather than vendors, and use lived experience to build credibility and trust across the organization. Holm was recently named Retail Partner Person of the Year by VIP Connect, recognition that reflects his commitment to collaboration and his belief that the people closest to customers should have the tools, time, and support to do their best work. For leaders navigating retail innovation, Holm’s message is clear. Technology will never replace the human connection that drives jewelry sales. But when used intentionally, it can clear the path for people like Christie Griffin to do what they do best: create relationships that last a lifetime.