Salesforce Inc. (NYSE: CRM), the leading AI-powered customer relationship management platform, has announced its 2025 Cyber Week results, revealing a significant surge in global consumer spending. From November 25 to December 1, the total global sales reached an impressive $336.6 billion, marking a 7% increase year-over-year (YOY). In the U.S. alone, sales totaled $79.6 billion, reflecting a 5% YOY growth. These figures underscore a robust consumer appetite for holiday shopping, despite rising global prices.

2. AI and Agents: The Driving Forces Behind Sales

Salesforce's analysis indicates that AI and agent technologies played a crucial role in enhancing the shopping experience, contributing an astounding $67 billion in sales. These technologies facilitated personalized shopping experiences, influencing 20% of global orders through tailored product recommendations and conversational customer service. Notably, retailers such as Pandora, Shark Ninja, and Funko, which utilized Salesforce's Agentforce 360, reported sales growth 32% higher than those who did not leverage these advanced tools.

Enhanced Customer Service Through AI

Alongside driving sales, AI agents emerged as vital players in managing customer inquiries during the holiday rush. The volume of agent interactions soared by 55% week-over-week, with a 70% increase in agent actions—such as updating delivery addresses and processing returns—compared to the previous week. This efficiency not only alleviated the administrative burdens on service teams but also contributed to a reduction in operational costs.

Josh Smiley, SVP and Global Head of Technology at Funko, remarked, “The holiday season represents our biggest opportunity to scale direct-to-consumer revenue, and agentic experiences are paramount to that success.”

3. The Backbone of Cyber Week: Salesforce's Trust and Scalability

The success of Cyber Week is attributed to the unwavering reliability and scalability of Salesforce's Agentforce 360. With a 100% uptime throughout the week, the platform facilitated 61 million orders across digital storefronts. Retailers experienced a remarkable 76% increase in order processing capacity on the Order Management System (OMS), while Agentforce Marketing executed a staggering 56.3 billion personalized marketing messages.

On Black Friday, a day historically significant for in-store shopping, Salesforce’s Retail Point of Sale (POS) recorded an astonishing 96% YOY growth in order volumes, solidifying the platform's critical role in retail success.

Nitin Mangtani, SVP & GM of Agentforce Commerce, emphasized, “Thanksgiving week... is the ultimate litmus test for a retailer's commerce platform... The core value of Agentforce Commerce and Agentforce 360 is not merely to survive the rush but to transform retailers into true Agentic Enterprises.”

4. Key Insights from Cyber Week 2025

Record-breaking Sales: Cyber Week established a new global sales record, with Black Friday generating $79 billion in sales (up 6% YOY) and Cyber Monday contributing $53 billion (up 7% YOY).

Mobile Dominance: Mobile devices were the primary drivers of online orders, accounting for 70% of total sales. Mobile wallets gained traction, used for 27% of global orders and 29% in the U.S.

Strong Consumer Spending: Despite a 6% increase in average selling prices, consumer spending remained resilient, with overall order volumes growing by 2% globally and 1% in the U.S.

Caila Schwartz, Director of Consumer Insights at Salesforce, noted, “Cyber Week firmly cemented its status as the most important purchasing window of the year... The modern shopper is digital-first, and their path to purchase is now dictated by convenience and speed.”

5. Conclusion: Salesforce's Role in Shaping Retail Success

Salesforce's 2025 Cyber Week results highlight the transformative impact of AI and agent technologies on the retail landscape. With a focus on personalized experiences and operational efficiency, Salesforce has positioned itself as an essential partner for retailers seeking to thrive in a rapidly evolving digital commerce environment.

For a deeper look into Salesforce's holiday insights and predictions, retailers are encouraged to explore further resources available through Salesforce's platforms.

Original press release