The Omnichannel Index 2024 is live

The wait is over – we can finally announce the release of our Omnichannel Index 2024!

Made in collaboration with Google, this year’s index is the biggest and most comprehensive omnichannel study in Europe to date.

It covers 6 markets, 12 industries, over 350 companies and 70 touch points across the customer journey.

This amounts to no less than 25,000 data points, shedding light on every phase of the customer journey – from awareness and evaluation to purchase, service and loyalty.

But it’s so much more than just data – it’s a strategic tool designed to provide businesses with actionable insights and strategies for delivering the seamless experiences that today’s customers expect.

GET YOUR COPY NOW

WANT TO MAKE THE MOST OF THE INDEX?

Explore our customised offerings for more in-depth and tailored data, exclusive omnichannel insights and actionable strategies:

1. Full Omnichannel Index 2024

Get the full Omnichannel Index 2024 diving into even more data from specific categories, countries and touch points. On top of this, you’ll gain access to all the articles and insights from our thought leaders who share their perspectives and key learnings on successfully integrating re-commerce into your business model, maximising your marketing efforts in a cookieless era, making the most of your mPOS, and much more.

2. Individual report: Access your omnichannel data

If your business is featured in our Omnichannel Index 2024, you’ll have the opportunity to dive into your own omnichannel performance. Sign up for your individual report to access your own omnichannel data, benchmark your performance in your specific category or country, or across touch points, and identify areas with room for improvement.

3. Omnichannel inspiration session

Want an inspiring keynote session to energise and motivate boards, executives and leaders with insights into the future of commerce? With our inspiration session, you’ll be paired with a thought leader from IMPACT Commerce to help you foster change.

The session will include Omnichannel Index highlights, your individual report (if it’s part of index) and deep dive into topics such as loyalty, customer experience and AI in commerce.

4. Omnichannel audit, benchmark and roadmap

We’ve designed a 4–6-week process where we conduct an extended audit of your omnichannel performance. The framework will be customised to your specific needs, yielding both quick wins and long-term, high-impact opportunities. This includes setting a customised benchmark of your performance based on your needs, identifying gaps & opportunities in your business and eveloping growth plans & a roadmap with both short and long term perspective.

JOIN ONE OF OUR POPULAR OMNICHANNEL EVENTS

Want to gain even deeper insights and translate them into actionable strategies with leading industry experts from brands like Hugo Boss, IKEA, Søstrene Grene, Decathlon and Matas?

Join one of our popular Omnichannel Events for an unforgettable day of networking, learning from omnichannel experts and dive deeper into this year’s Omnichannel Index data and results.

WHAT IS THE OMNICHANNEL INDEX 2024?

The Omnichannel Index 2024 is the biggest and most comprehensive omnichannel study in Europe to date, covering 6 markets, 70 touch points, over 350 companies, amounting to 25,000 data points.

Together with the brilliant minds at Google, we’ve put every phase of the buying journey under a microscope to shed light on top-performers, key learnings and strategic opportunities in omnichannel commerce.

Why? Because in today’s retail landscape, the seamless integration across all customer touch points isn’t just beneficial – it’s essential. That’s why we’ve evaluated 70 carefully selected touch points of the customer journey:

AWARENESS

How do customers find you?

EVALUATION

What is their experience comparing your offerings?

PURCHASE

How smooth and satisfying is the buying process?

SERVICE

What support do you offer pre, during and post-purchase?

LOYALTY

How do you ensure customers return?

We’ve done this by employing a comprehensive methodology that includes:

Mystery shopping: Assessing businesses in-store service from a customer perspective.
Digital performance analysis: A deep dive into businesses social media and website effectiveness.
Desk research: An all-encompassing review from multiple omnichannel perspectives.

Each touchpoint is assessed against predefined criteria essential for delivering a best-in-class omnichannel experience – all to provide a detailed, objective assessment of how your business operates from every angle.