about the
omnichannel index 2022

With 275 companies covered, 65 touchpoints and more than 16.000 data points in total, the IMPACT Omnichannel Index is the most comprehensive of its kind in the Nordics. It is based on a combination of in-store mystery shopping, digital performance analysis and desk research. The study evaluates 113 Danish, 95 Swedish and 67 Norwegian companies and spans across 11 industries.

 

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THE 5 PHASES OF
THE BUYER'S JOURNEY

The modern customer journey is a non-linear process where customers jump between different stages and channels. While we might try and nudge them, we can’t control them. Despite this, the main structure for the Omnichannel Index is the traditional phases of the customer journey, as it adds structure and makes it possible to measure investments in each phase.

Below, you’ll find some of the areas covered.

ABOUT IMPACT

As one of Scandinavia’s largest commerce consultancies, we specialise in building extraordinary omnichannel experiences. By teaming up with us, you’re teaming up to shape the future of commerce.

At IMPACT, we embrace ambition, curiosity and empowerment – when we work and play. The clients we’re fortunate to challenge and transform include EPOS/Sennheiser, Arla, Montana and Chr. Hansen, and we master the top tech platforms like commercetools, Salesforce, Optimizely and Adobe.

In December 2021, the Swedish commerce masterminds from Improove joined our tribe. Together, we’re here to change commerce for the better – and we do it across 10 countries and with more than 350 talents. We empower people and businesses to drive positive change and quality experiences, and we’re not afraid to take the lead on shaping the future of commerce.

 

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The Omnichannel Index 2022 is presented
in collaboration with our valued partners