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Salesforce's analysis of the 2025 Cyber Week shopping period reveals a record-setting global spend of $336.6 billion, underpinned by the accelerating adoption of artificial intelligence and AI agents. The data indicates that these technologies are no longer just ancillary tools but fundamental drivers of consumer purchases and retail productivity during the critical holiday season.
Global Cyber Week sales hit a record $336.6 billion, a 7% year-over-year increase.
AI and AI agents directly influenced 20% of all global orders, driving an estimated $67 billion in sales.
Retailers using Salesforce's Agentforce platform saw sales grow 32% faster than those without.
Mobile devices were the primary shopping channel, driving 70% of all online orders globally.
AI agents managed a 55% week-over-week increase in service conversations, automating tasks to reduce operational load.
Social media, particularly TikTok, is a growing traffic driver, accounting for 15% of global digital traffic to retail sites.
The 2025 Cyber Week results demonstrate that AI and AI agents have moved from experimental to essential in commerce. These technologies were pivotal in the shopper's journey, driving an estimated $67 billion in sales by powering personalized product recommendations and conversational customer service. Retailers like Pandora, Shark Ninja, and Funko, which utilized Salesforce's Agentforce 360 and branded agents, experienced sales growth rates 32% faster than retailers not deploying such technology. Beyond driving revenue, AI agents proved critical for customer service efficiency, with the volume of automated agent actions—such as updating addresses and processing returns—surging by 70% week-over-week.
"The holiday season represents our biggest opportunity to scale direct-to-consumer revenue, and agentic experiences are paramount to that success," said Josh Smiley, SVP and Global Head of Technology at Funko. "Leveraging the Agentforce 360, we have modernized our customer support model with AI-driven replies to drive higher productivity and operational efficiency."
Salesforce's commerce platform provided the foundational trust and scale for the record-breaking week, maintaining 100% uptime across its services. Agentforce Commerce alone powered 61 million orders. Retailers managed 76% more orders on the Order Management System (OMS) platform, while Agentforce Marketing delivered personalized outreach through 56.3 billion marketing messages. The surge in post-purchase activity was handled by Agentforce Service, which resolved over 4.2 billion case interactions, supported by the Data 360 engine processing a record 1.26 trillion data records.
"Thanksgiving week, particularly from Black Friday to Cyber Monday, is the ultimate litmus test for a retailer's commerce platform. When global sales surge to record-breaking numbers and peak traffic hits, brands need guaranteed trust and the ability to massively scale. That is the core value of Agentforce Commerce and Agentforce 360 — not merely to survive the rush but to transform retailers into true Agentic Enterprises." — Nitin Mangtani, SVP & GM, Agentforce Commerce
The data reveals several definitive shifts in consumer behavior. Mobile shopping solidified its position as the default digital channel, accounting for 70% of online orders. Social media platforms, with TikTok seeing a 55% year-over-year increase in traffic share, are now critical entry points for product discovery. Despite a 6% year-over-year increase in average selling prices, global order volumes still grew by 2%, indicating strong, persistent consumer demand focused on the Cyber Week window.
"Cyber Week firmly cemented its status as the most important purchasing window of the year as it grows its relevancy worldwide. We are seeing a consumer who is committed to spending, and the intent is expressed almost entirely through a mobile device — from browsing products on social platforms like TikTok and AI agent search channels like ChatGPT to making a final purchase via a mobile wallet." — Caila Schwartz, Director, Consumer Insights, Salesforce
The 2025 Cyber Week data presents a clear blueprint for the future of retail: success is increasingly dependent on leveraging unified AI platforms to deliver personalized, efficient, and scalable experiences to a mobile-first, socially-engaged global consumer.
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