AI and Agents continue to transform global retail, and Cyber Week 2025 delivered the strongest proof yet. Salesforce revealed that shoppers spent a record-breaking $336.6 billion worldwide from November 25 to December 1. The United States contributed $79.6 billion, reflecting a resilient appetite for buying despite rising costs. The results reinforce how AI and Agents fuel modern commerce, strong buying intent, and rapid conversion cycles.

AI and Agents Deliver Breakthrough Sales Momentum

Salesforce confirmed that AI and Agents influenced $67 billion in Cyber Week sales by enabling highly personalized and fast shopping journeys. Retailers used AI-powered recommendations, conversational support, and automated engagements to speed up buying decisions. Furthermore, AI and Agents shaped 20% of all online global orders during the week, marking an inflection point in digital commerce.

Brands such as Pandora, Shark Ninja, and Funko used Salesforce’s Agentforce 360 and their branded digital agents to boost sales by 32% compared to retailers without automated support systems. The shift reflects a massive acceleration toward AI-first customer engagement models. In addition, AI and Agents improved service operations behind the scenes. Retailers used automated chats and agentic workflows to manage the holiday surge without overwhelming frontline support teams.

Customer service conversations powered by Agents increased 55% week over week. Meanwhile, the number of automated tasks such as updating addresses and processing returns rose 70% compared with the previous week. As a result, retailers lowered service costs while improving satisfaction scores. Josh Smiley, SVP and Global Head of Technology at Funko, highlighted the value of AI-driven enablement. He stated that the holiday season offers the biggest opportunity to scale direct-to-consumer revenue. According to him, Agentforce 360 allowed the brand to modernize service workflows through automated replies and conversational shopping. The company also activated its shopper agent using Agentforce Commerce and conversational AI to improve customer acquisition and create seamless, personalized shopping flows.

Trust, Scale, and AI Agents Anchor the Record Cyber Week Performance

According to Salesforce, retailers succeeded because they built their Cyber Week strategy on the trust, scalability, and intelligence of Agentforce 360. Salesforce maintained 100% uptime during Cyber Week, even as brands processed massive orders across digital storefronts. Agentforce Commerce powered 61 million online orders and supported end-to-end commerce personalization.

Retailers also handled substantial order volume increases across fulfillment and marketing systems. Salesforce reported that brands managed 76% more orders through the Order Management System (OMS), while Agentforce Marketing sent 56.3 billion personalized marketing messages across channels. On Black Friday alone, Salesforce Retail Point of Sale (POS) posted a 96% year-over-year increase in order volume.

Customer service performance mirrored this scale. Agentforce Service and Data 360 handled more than 4.2 billion service interactions during the post-purchase rush. Data 360 processed 1.26 trillion new data records, which enhanced personalization engines and fueled next-best-action optimization. The volume marked a 44% jump year over year, highlighting the growing demand for real-time intelligence in commerce.

Nitin Mangtani, SVP and GM of Agentforce Commerce, said that Thanksgiving week remains the most crucial stress test for any retail commerce stack. When​‍​‌‍​‍‌​‍​‌‍​‍‌ worldwide order quantities go up drastically, retailers require consistency and extensibility. Mangtani emphasized that Agentforce 360 was not only designed to support peak demand but also to enable retailers to become fully self-

Cyber Week 2025: Consumer Behavior Trends Shape New Commerce Standards

Record-Breaking Holiday Demand Reflects Strong Consumer Confidence

Consumers were very busy everywhere in the world during Cyber Week. Salesforce reported $79 billion in sales worldwide for Black Friday, which is 6% more than the previous year. In the United States, shoppers spent $18 billion, which is 3% more than the previous year. Black Friday was responsible for 31% of all in-store Cyber Week purchases, thus, it was the single biggest shopping day of the ​‍​‌‍​‍‌​‍​‌‍​‍‌week.

Cyber Monday continued this momentum with $53 billion in global online sales, a 7% year-over-year increase. U.S. shoppers spent $13.6 billion online, up 6% year over year. The results prove that holiday discount windows remain highly relevant and that customers strategically postpone large purchases in anticipation of Cyber Week.

Mobile Becomes the Center of the Shopping Journey

Mobile​‍​‌‍​‍‌​‍​‌‍​‍‌ devices were the dominant shopping method of the choice, accounting for 70% of online orders worldwide as well as in the United States. Mobile wallets made up 27% of all global Cyber Week transactions and 29% in the United States. Additionally, social platforms had a greater impact this year, accounting for 15% of the global digital traffic to retailer sites and 16% in the United States.

TikTok was the main instrument for product discovery. It accounted for 9% of global Cyber Week social traffic with a 55% year-over-year increase. The trend is just one of many to acknowledge the ever-increasing power of short-form video content in consumer ​‍​‌‍​‍‌​‍​‌‍​‍‌decision-making.

Prices Rise, Yet Consumer Intent Stays Strong

Average selling prices increased 6% year over year. Nevertheless, shoppers continued to buy through the week, driving a 2% global increase in order volumes. U.S. order volume rose 1% year over year. This behavior shows that many consumers viewed Cyber Week as the best opportunity to purchase despite higher prices.

Caila Schwartz, Director of Consumer Insights at Salesforce, said Cyber Week is now the most important purchasing window of the year worldwide. According to her, the modern shopper relies on digital channels at every interaction point—from browsing on social media to comparing products with AI-powered search to paying through a mobile wallet. She emphasized that convenience and speed now define the path to purchase.

Salesforce Research and Methodology

Salesforce confirmed that its Cyber Week dataset combines first-party and third-party signals, market modeling, and proprietary forecasting. The analysis focused on digital shopping activity across all retail categories for the seven days.

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News Source: Businesswire.com