Case Study: Citizen Watch achieves rapid e-commerce growth and improved digital customer experience with Verint Systems' Digital Experience solution

Citizen Watch Taps Timely Customer Insights to Rapidly Accelerate Ecommerce Growth

Citizen is a 100‑year‑old, vertically integrated watchmaker that shifted from a traditional wholesale model to direct‑to‑consumer ecommerce, hiring a Chief Digital Officer in 2017 to drive that transformation. When the COVID‑19 pandemic accelerated online demand, the company needed reliable, aggregated customer‑experience insights to identify friction points and improve its digital retail channel without disrupting retail partners.

Citizen deployed Verint Digital Experience to capture feedback across web and mobile, combining context with analytics and alerts so teams could act quickly. Insights informed clearer product communications and new digital tools—Watch Finder and the My Citizen app—resulting in a large increase in product registrations, a huge lift in ecommerce conversions (consistent triple‑digit year‑over‑year growth) and more new customers, while also improving support for retail partners.

Citizen Watch

Barbara Garces

Chief Digital Officer