Case Study: OTTO achieves higher conversions and engagement with Verint Systems Voice of the Customer

OTTO Builds an Agile, Customer-Centric E-Commerce Platform with Verint Voice of the Customer

OTTO, one of Germany’s largest e-commerce retailers, needed a better way to understand and respond to customer needs across its growing digital platform. To support this, OTTO turned to Verint Systems and its Verint Voice of the Customer solution to move beyond basic survey management and capture more detailed feedback at key points in the customer journey.

Verint Systems helped OTTO implement fine-grained, event-driven surveys for specific target groups, enabling more data-driven decisions and iterative product improvements. The result was a more agile, customer-centric e-commerce experience, with benefits including higher conversions and engagement, reduced churn, and improved customer experiences.

Otto

Christina Terenkoff

Senior UX Manager