Case Study: Citizen Watch Company achieves ecommerce growth and richer customer insights with Verint Digital Experience

Citizen Watch boosts ecommerce conversions with Verint and drives triple-digit year-over-year growth

Citizen Watch Company, a pioneer in watchmaking, faced the challenge of accelerating its new direct-to-consumer ecommerce business. They needed reliable customer experience insights to make improvements and support their digital sales shift, a need heightened by the COVID-19 pandemic. To achieve this, they turned to vendor Verint Systems and deployed the Verint Digital Experience solution.

The Verint solution captured customer feedback throughout the digital journey, providing the team with timely alerts and analytics. These insights drove decisive action, leading to the creation of new digital tools like the Watch Finder and the My Citizen app. As a result, Citizen realized consistent triple-digit year-over-year gains in ecommerce conversions and a large increase in product registrations, successfully growing its new customer base even during the pandemic.

Citizen Watch Company