Consumer Behavior

Global holiday sales hit record $1.2 trillion

Photo: Generated by AI. Adobe Stock.

January 10, 2025

Global holiday retail sales hit a record $1.2 trillion and $282 billion in the U.S.

But potential high return activity could impact overall retail profit margins, according to Salesforce data.

The Salesforce report on retail sales revealed the better-than-expected shopping season was driven by surges in mobile and social commerce, according to a press release. The data reveals shoppers have already sent back $122 billion in products.

The data also reveals consumers and retailers leaned into using AI and agents to enhance the shopping experience in relation to product recommendations and personalized order support.

"Retailers had a robust holiday season, but a 28% rise in the rate of returns compared to last year is a cause for some concern," Caila Schwartz, director of consumer insights at Salesforce, said in the release. "Retailers who have embraced AI and agents are already seeing the benefits, but these tools will be even more critical in the new year as retailers aim to minimize revenue losses on returns and reengage with shoppers."

Additional findings include:

• $229 billion of global online sales were influenced by AI and agents in the form of product recommendations, targeted offers, and conversational customer service support.
• 19% of holiday purchases were influenced by consumers engaging with AI and agents, a 6% increase from 2023.
• Retail use of generative AI features like agents increased 25% during the holiday season compared to September and October in 2024.
• Shoppers used AI- and agent-powered chat for customer service 42% more than they did during the 2023 holiday season.