Case Study: Citizens Energy Group achieves faster customer insights and improved digital experience with Verint Systems

Citizen Watch Taps Timely Customer Insights to Rapidly Accelerate Ecommerce Growth

Citizen Watch, a century-old, vertically integrated watchmaker, shifted from a traditional wholesale model to direct-to-consumer ecommerce and appointed a Chief Digital Officer to lead the change. When COVID-19 accelerated online demand in 2020, the team needed reliable, actionable customer feedback to understand pain points and accelerate digital retail initiatives without disrupting retail partners.

Citizen deployed Verint Digital Experience to capture contextual feedback across web and mobile, triggering alerts and analytics that guided rapid improvements. Insights drove new tools like Watch Finder and the My Citizen app, boosted product registrations, clarified customer communications, supported retail partners in-store, and delivered a huge lift in ecommerce—achieving consistent triple-digit year-over-year gains and an influx of new customers.

Citizens Energy Group

Barbara Garces

Chief Digital Officer