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In this episode, Bryan Amaral interviews Ruaraidh ("Rory") Grubb, CEO of Own-Kind, a UK-based clienteling and customer-engagement platform. Rory traces Own-Kind’s evolution from a 2018 “digital wardrobe” concept to a post-lockdown product-market fit that helps retailers deliver exceptional, content-rich customer experiences. Framing clienteling as a practice supported by software, Rory explains how Own-Kind shortens time-to-value for store associates and customers through personalized, shoppable lookbooks, QR-enabled onboarding, and engagement telemetry that surfaces purchase intent and prompts timely human follow-ups.

Bryan and Rory dig into real outcomes and adoption: streamlined integrations (including Shopify), 1:1 onboarding for every user, and results reported by brands such as 2–4× higher conversion and 3× AOV, with rapid ROI. They also explore the road ahead—supporting in-store events with sales attribution, instant chat, social modules, and an enhanced appointments flow—and how AI should remove admin and amplify people rather than replace them, keeping associates at the center of the relationship.

Key takeaways

1. Clienteling is a practice — Software should enhance associate engagement, and empower better human moments.
2. Content drives engagement — Personalized, video-rich lookbooks + clickstream insight reveal intent before purchase and is the entry point into creating high-value customer journeys.
3. Adoption by design — 1:1 user onboarding provide real-world insights into how technology supports retail selling and constant UX iteration lower friction and speed results.
4. Plug-and-play where possible — Streamlined integrations (incl. Shopify) reduce IT lift and time to go-live.
5. Measured impact — Brands report rapid ROI, 2–4× conversion, and 3× AOV; retention is the next frontier to quantify.
6. Human + AI balance — Use AI/agents to suggest next best actions and remove admin while the associate stays in the loop.

Enjoy the show!

Own-Kind Website: www.own-kind.com

Ruaraidh's LinkedIn: https://www.linkedin.com/in/ruaraidhgrubb/

Bryan’s LinkedIn: https://www.linkedin.com/in/bryanamaral/

Bryan’s Website: https://www.clientricity.net

Bryan’s Email: bryan@clientelingpodcast.com or bryan@retailtechexec.com

Call Bryan: 404-348-4849

Tags: retail clienteling clientricity Own-Kind retailtransformation

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In this episode, Bryan Amaral interviews Whitney Cathcart, Co-Founder and Chief Commercial Officer 3DLook, a leading AI-based mobile body scanning and virtual fit and try-on startup for the fashion industry. Whitney is a noted fashion and retail tech expert, having worked in apparel manufacturing, retail, and e-commerce, with three decades of experience in senior leadership roles for leading branded apparel, celebrity licensing, and private-label manufacturing companies.

She is also certified by MIT’s Sloan School of Management in Artificial Intelligence, Whitney is among the leading voices on retail innovation.

First, Whitney shares her personal story and the motivation to create an AI-based 3D body measurement and sizing solution. Then she shares her perspective on what is happening in today's retail market that is finally making this technology an investment priority for retailers and what she hears from customers and prospects as the Size-Fit category expands. She shares her perspective on how evolving consumer expectations, sustainability, and demand for greater personalization are necessitating virtual fitting room capabilities.

Whitney and Bryan discussed the cornerstone of 3DLook's underlying body measurement technology and how the Mobile Tailor SaaS app is enabling an array of made-to-measure products ranging
1. Lean into the technology and communicate the value to your customers.

2. Knowing your customer - In a clienteling environment, asociates are able to recommend the ideal fit and know who they are.

3. The world is shifting into 3D - Digitize your products.

Enjoy the show!

Resources:

3DLook Website: 3DLook.me
Email: Whitney@3DLook.me
Whitney's LinkedIn: https://www.linkedin.com/in/whitneyjoycathcart/

Bryan’s LinkedIn: https://www.linkedin.com/in/bryanamaral/

Bryan’s Website: https://www.clientricity.net

Bryan’s Email: bryan@clientelingpodcast.com or bryan@retailtechexec.com

Call Bryan: 404-348-4849

Tags: retail clienteling clientricity Size-Fit Virtual Try-on 3DLook

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In this episode, Zornitza Stefanova joins the show and is interviewed by Bryan Amaral. Zornitza is Founder and CEO at BSPK, a global clienteling platform.

She was an early employee of Wired, (acquired by Conde Nast), eGroups (acquired by Yahoo) as well as Six Apart (a division of Say Media), imeem (MySpace), Prosper and other Silicon Valley technology innovators.

During her career, Zornitza has led product strategy and business development with a focus on consumer apps, as well as B2B services. She has been a guest speaker at multiple technology events and the entrepreneurship track at The Wharton School of the University of Pennsylvania.

Zornitza was born and raised in Bulgaria. She defected before the fall of the Iron Curtain and was granted political asylum in the United States, where she became a citizen. She graduated from Stanford University with a BA in International Relations and from The Wharton School of the University of Pennsylvania with an MBA in Finance. Her passion is the quest for better customer experiences powered by technological innovation and the discovery of better and easier ways to communicate, create and enjoy life and learning in the mobile age.

First, Zornitza shares her personal story and the motivation to create a clienteling solution. Then she shares her perspective on what is happening in today's retail market and what she hears from customers and prospects in Europe and the US. She shares her perspective on how various technological forces and changing customer expectations are necessitating a new way to engage and run retail operations.

Next, Bryan and Zornitza discussed the cultural imperative to be customer-focused and how to overcome change management challenges when transforming the store. Zornitza shared what BSPK believes is the key to associate adoption of new selling technologies.

Finally, Zornitza shared three principles that retailers should keep in mind as they move forward into the next age of retail:

1. Clienteling practices are essential to building loyalty.
2. Adoption stems from technology being an enabler not an obstacle.
3. Digitally enabled associates shows your customer that you are investing in their satisfaction and shows your employees that you are investing in their success.

Enjoy the show!

Resources:

BSPK Website: BSPK.com

Zornitza's LinkedIn: https://www.linkedin.com/in/zstefanova/

Bryan’s LinkedIn: https://www.linkedin.com/in/bryanamaral/

Bryan’s Website: https://www.clientricity.net

Bryan’s Email: bryan@clientelingpodcast.com or bryan@retailtechexec.com

Call Bryan: 404-348-4849

Tags: retail clienteling clientricity BSPK