Salesforce, the world’s #1 AI CRM, has unveiled its 2025 Cyber Week results (November 25–December 1), analysing shopping data from over 1.5 billion shoppers. This was another record-breaking shopping week, with overall industry global sales increasing 7% year over year (YOY) to €286billion, with Black Friday sales in Ireland increasing 19%. These results signal a strong consumer appetite for buying this holiday season despite increasing global prices, and they demonstrate AI and agents as fundamental accelerators for purchase and productivity in commerce.
AI and agents deliver outsized impact on Cyber Week sales and service
AI and agents were pivotal elements in shoppers’ path to purchase, driving €57 billion in sales by delivering personalised, high-converting shopping experiences. Across Cyber Week, AI and agents influenced 20% of all global orders via personalised product recommendations and conversational customer service. Pandora, Shark Ninja, and Funko and other retailers who utilised Salesforce’s Agentforce 360 and their own branded agents saw sales grow 32% faster than those without.
Beyond purchases, AI agents efficiently managed the influx of inquiries to emerge as customer service heroes. Agentic customer service conversations grew 55% week over week. Crucially, the volume of agent actions — including updating delivery addresses and initiating returns — surged by 70% compared with the previous week, offsetting administrative loads for service teams and lowering operational costs.
Salesforce powers Cyber Week with trust, scale, and AI agents
The foundation of Cyber Week’s success for global retailers was the trust and unified power of Agentforce 360. Brands drove profitable growth and scaled their operations, supported by Salesforce’s 100% uptime the entire week, including Agentforce Commerce, which powered 61 million orders on digital storefronts.
The scale extended across channels as retailers managed 76% more orders on the Order Management System (OMS) platform while Agentforce Marketing delivered personalised outreach by sending 56.3 billion marketing messages. On Black Friday, historically the largest day of the year for in-store shopping, Salesforce’s Retail Point ofSale (POS) saw 96% YOY growth in order volumes.
2025 Cyber Week Industry Insights
Cyber Week sets a new global record: Consumers demonstrated strong activity, continuing to spend throughout the week and driving healthy sales growth numbers for retailers. Black Friday drove €67 billion in global sales (up 6% YOY), up 19% in Ireland. . Black Friday also accounted for 31% of all in-store sales during Cyber Week, making it the largest in-store shopping day of the week.
Meanwhile, Cyber Monday drove €45 billion in global online sales, which was up 15% in Ireland.
Mobile shopping becomes the digital default: Mobile devices drove 70% of online orders both globally, and mobile wallets continued to grow as a top form of payment, used for 27% of all global orders. Meanwhile, social media is becoming a critical entry point for shoppers, driving 15% of all global digital traffic to retailers’ sitesConsumer spending stays strong:
The average selling price (ASP) across Cyber Week increased 6% YOY. But in the end, consumers were undeterred by these price hikes — Cyber Week order volumes still grew by 2% globally and 1% in the U.S. compared with last year. This signals that shoppers saw this time frame as the best week of the year to make purchases regardless of price hikes.
“Irish shoppers with their well known eye for value continue to embrace Black Friday and Cyber Monday as a key moment in their Christmas shopping plans. This year’s growth highlights the power that agentic AI can bring, with significant increases in predictive recommendations and conversion across the week. It shows the scale of the opportunity for Irish businesses of every size to adopt these new capabilities and deliver faster, smarter, and more personal experiences that meet rising customer expectations.” commented Niamh McArdle, Head of SMB Sales at Salesforce Ireland.
“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. The message to retailers is clear: The modern shopper is digital-first, and their path to purchase is now dictated by convenience and speed.” commented Caila Schwartz, Director, Consumer Insights, Salesforce.
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