The Salesforce 2025 Cyber Week Report showed marked a significant shift in digital commerce, demonstrating robust online sales growth and underscoring the transformative impact of artificial intelligence (AI) across both sales and customer service. Global online sales reached $336.6 billion for Cyber Week and $53 billion on Cyber Monday, representing 7% year-over-year growth in both instances . These figures affirm the sustained migration to digital channels and highlight critical imperatives for marketing and CX leaders aiming to capitalize on evolving consumer behaviors and technological advancements.
The New Digital Commerce Imperative and AI’s Central Role
The latest Cyber Week results confirm that digital channels are not merely supplemental but are foundational to retail success, with AI emerging as a core driver of both revenue and operational efficiency. The sustained growth in online sales, alongside the pervasive use of mobile devices, establishes a clear mandate for enterprises to prioritize their digital-first strategies.
AI’s influence on sales was substantial, with AI and agents impacting $9.3 billion in global online sales on Cyber Monday and an astounding $67 billion across Cyber Week. This represents 20% of all orders globally influenced by AI. Critically, retailers leveraging their own branded AI agents observed a 32% faster sales growth compared to those without. This data indicates that AI is no longer a niche tool but a strategic imperative for demand generation and conversion. Furthermore, traffic from third-party AI agent channels like ChatGPT and Perplexity tripled year-over-year, pointing to a broader trend of consumers engaging AI for product discovery and purchasing decisions.
Operationalizing AI for Scaled Impact and Enhanced CX
The Cyber Week data highlights AI’s profound impact beyond sales, significantly improving customer service operations. Agentic customer service conversations on Cyber Monday increased 67% compared to the prior week globally. Across Cyber Week, these conversations grew 55%, with the volume of tasks completed by agents—such as updating addresses or initiating returns—surging by 70%. This demonstrates AI’s capacity to handle high-volume, transactional customer service requests, freeing human agents for more complex issues.
Strategic Imperatives for Digital Growth and Adaptability
Beyond AI, the Cyber Week data reinforced several enduring strategic imperatives. Mobile devices accounted for 78% of global online traffic and 70% of orders, cementing mobile as the default interface for digital commerce. This necessitates a mobile-first design and optimization strategy across all digital touchpoints.
Category performance also offers insights. Strong growth in Home Furniture (+18% YoY), Active Footwear (+15% YoY), and Health & Beauty (+12% YoY) suggests shifts in consumer purchasing priorities and sustained interest in specific segments. Average discount rates remained stable around 27-28% globally, indicating a balanced approach by retailers between driving volume and preserving margin. General Apparel and Makeup consistently appeared among the top discounting categories, highlighting competitive pressures within these segments.
Summary
Cyber Week 2025 clearly demonstrated that digital commerce is evolving rapidly, with AI now a definitive accelerator of both purchase and productivity. For senior marketing and CX leaders, the imperative is clear: strategic, governed, and data-driven adoption of AI is no longer optional. By focusing on owned branded AI agents, robust data readiness, and a comprehensive mobile-first approach, enterprises can translate these market shifts into sustained growth and elevated customer experiences.
