Salesforce: AI will help drive Cyber Week sales to $311 billion
Artificial intelligence-based shopping technologies are expected to help boost global sales during Cyber Week.
Cyber Week (Thanksgiving Day Nov. 28 to Cyber Monday Dec. 2) sales are expected to reach $311 billion worldwide, accounting for 23% of all holiday purchases in 2024 and $75 billion in the U.S., according to Salesforce data.
These figures represent a 4% increase from $298 billion in global sales and 5% jump from $70.8 billion in U.S. sales reported by Salesforce during Cyber Week 2023.
AI plays a key role
Salesforce Shopping Index data indicates that since the start of October 2024, digital retailers using generative AI and agents increased their average order value by 7% compared to those without the technology ($117 vs. $109).
AI and agents were also responsible for driving 17% of global orders through personalized recommendations, targeted promotions, and smarter customer service, according to Salesforce. Retailers using AI-powered agents during this time frame also doubled customer service engagement, addressing complex cases faster as 30% of consumers prefer agents for speedier service.
Looking ahead, Salesforce predicts AI and agents will likely influence 19% of Cyber Week orders, accounting for $61 billion in global sales.
Discounts will help fuel growth
Average discounts will likely peak at 28% globally and 30% for the U.S., according to Salesforce. Top discounts rates globally are expected in:
- Beauty & makeup – 38%
- Skincare – 33%
- General apparel – 33%
Mobile takes dominance
Mobile orders will make up 70% of sales, driven by better on-the-go experiences in recent years, and presenting a new conversion opportunity with AI agents on mobile messaging apps, Salesforce advises.
[READ MORE: Salesforce: U.S. holiday sales to reach $277 billion]
"While there was a slow start to shopping in October, November is kicking off with enthusiasm," said Caila Schwartz, director of consumer insights and strategy, Salesforce. "With nearly half of shoppers waiting to make purchases during Cyber Week and nearly a quarter of all holiday sales expected to take place over these seven days, this is the time for retailers to pull out all the stops with the help of AI and agents."
The Salesforce Shopping Index analyzes data from 1.5 billion global shoppers, more than 1.5 trillion page views, and hundreds of millions of unique SKUs on the Salesforce Customer 360 platform. Salesforce also reviewed real-time aggregate data stemming from several other of its solutions.
