AI and agents drive Cyber Week to record $336.6 B in global spend

[John Brown]

AI and agents drive Cyber Week to record $336.6 B in global spend, according to the latest report from Salesforce, a milestone that underscores how artificial-intelligence tools have moved from novelty to critical infrastructure in online retail.

Over the 2025 Cyber Week (November 25–December 1), global digital commerce surged 7 % year-over-year to US$336.6 billion, while U.S. sales reached US$79.6 billion, up 5 %.

The Role of AI & Agent-Powered Commerce​

• US$67 billion in sales were directly attributed to AI-driven features such as personalized product recommendations, conversational shopping agents, and optimized checkout flows. That’s roughly 20% of all global orders during the period.
• Retailers using Salesforce’s Agentforce Commerce and branded agents saw sales grow 32% faster than those without highlighting the advantage conferred by AI-enabled experiences.
• AI agents not only helped drive sales, they also handled customer service at scale. During Cyber Week, service-agent interactions (address updates, returns processing, order inquiries) surged, lowering operational burden for many retailers.

These trends reinforce that AI is no longer optional for commerce. it’s a key lever for conversion, personalization, and scalability across the holiday shopping season.

What Changed in 2025: Key Market Dynamics​

Global scale + mobile-first dominance​

This year, the holiday shopping frenzy wasn’t limited to any one region. Cyber Week’s global reach, fueled by digital tools and cross-border fulfillment, showed how retail has become truly borderless.

Smart-device adoption also powered much of the growth: mobile devices handled the majority of online orders globally, reinforcing the shift toward mobile-first shopping behavior.

Agentic Commerce: From Experiment to Expectation​

Generative AI, recommendation engines, and conversational agents have matured fast. What might have been pilot projects a few years ago are now core to many retailers’ holiday-season strategy; leading brands leaned heavily on agentic platforms to manage inventory, personalize offers, and automate support scaling far beyond human-only operations.

Elevated Conversion & Operational Efficiency​

AI’s ability to deliver personalized recommendations, simplify discovery, and streamline checkout helped lift conversions. Meanwhile, automated support reduced return friction, improved post-purchase satisfaction, and minimized manual workload letting retailers handle holiday-week volume without proportionally ballooning support teams.

Industry Implications: What This Means for Retailers & Consumers​

For Retailers​

• AI-powered tools are now table stakes: Retailers who skip agentic commerce risk lagging behind competitors who offer faster, smarter, more personalized shopping experiences.
• Infrastructure investments pay off: Retailers with scalable backend systems, robust OMS (Order Management Systems), and integrated AI support had measurable performance gains especially during high-traffic events like Cyber Week.
• Inventory and operations must scale dynamically: With AI handling large orders and supporting volumes, retailers need to ensure their supply-chain and fulfillment operations can keep pace.

For Consumers​

• Shopping becomes more efficient & personalized: Thanks to AI, consumers experience better recommendations, smoother checkouts, and support that scales with demand — often improving convenience and satisfaction.
• Mobile & social commerce continue to dominate: As mobile wallets and social-driven discovery grow, consumers increasingly rely on mobile devices for gift shopping, leading to a more fluid, on-the-go shopping experience.
• Expectations shift: With faster delivery, smarter suggestions, and seamless service, shoppers will expect similar AI-powered experiences even outside of sale periods.

The Outlook: What's Next for Holiday Commerce and AI-Driven Retail​

Looking ahead, several trends are likely to shape the future:

• More brands are adopting agent-driven commerce not just during the holidays, but as part of their year-round shopping strategy.
• Broader use of generative AI for marketing, merchandising and personalization, beyond simple recommendations.
• Increased reliance on mobile wallets and social commerce channels, as convenience and speed remain critical.
• Greater integration across retail technology stacks from inventory to CRM to agentic platforms to support seamless end-to-end shopping journeys.

In short: AI and agents are no longer experimental add-ons, they're central to modern commerce. The record-setting $336.6 billion Cyber Week demonstrates that companies embrace this evolution stand to win, while others risks being left behind.

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