Bloomreach AI Shopping Assistant Sees 113% Surge in Shopper Engagement on Black Friday

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Bloomreach, the agentic platform for personalization, today announced data and insights from the Black Friday Cyber Monday peak holiday shopping period. With notable spikes in daily messages sent to its AI shopping assistant on Black Friday and Cyber Monday, Bloomeach saw the power of conversation and on-demand guidance available when customers need it most. For another consecutive year, the company also noted an increase in emails sent from its platform — showing that both traditional and new channels had room to thrive during this peak season.

“We’re increasingly seeing that holiday shopping isn’t about a single channel. Even as a newer channel like conversation showed clear momentum this year, the most successful brands are those that meet customers with relevant experiences wherever they are. Personalization is a journey, and every touchpoint along that journey is critical,” said Christina Augustine, Chief Operating Officer, Bloomreach.

2025 Peak Season Data and Insights

Conversational Shopping and Ecommerce Search

• Conversation drives engagement: Bloomreach’s AI shopping assistant saw a 113% increase in messages sent on Black Friday (November 29) versus the prior Friday (November 21), and a 61% increase on Cyber Monday (December 1) versus the prior Monday (November 24).
• Customers have product questions: The majority of questions to Bloomreach’s AI assistant were product-focused, often with requests to “tell me more” about a certain item. As customers shop for gifts, they may have less familiarity with the items they’re buying, providing an ideal use case for conversational guidance.
• Conversations start on mobile: Consistent with trends outside of peak season, mobile continued to play a major role in conversational shopping during peak season.
• Night owls start the conversations: Most businesses saw their message peaks during Black Friday evening or consistently throughout the evening hours across the full Black Friday Cyber Monday window.
• Black Friday drives higher volume than Cyber Monday: In the search bar, day-over-day trends show an 18% increase in searches from Thanksgiving to Black Friday, compared to only a 6% increase from Sunday (11/30) to Cyber Monday — suggesting Black Friday continues to drive more volume than Cyber Monday for businesses.

Marketing

• Email continues to dominate: Bloomreach customers sent nearly 600 million emails on Black Friday and 510 million on Cyber Monday, showing the continued dominance of email — and Black Friday — for marketers.
• SMS maintains a critical role in the channel mix: In a continued pattern from years past, marketers continued to utilize SMS in their peak season campaigns. Bloomreach noted a 104% YoY increase in SMS on Black Friday, and a 47% increase on Cyber Monday.
• Mobile app notifications see more conservative growth: Push notifications increased 6% YoY on Black Friday and 16% YoY on Cyber Monday. While its growth was more conservative than channels such as SMS, mobile app notifications continue to serve as a major revenue driver for Bloomreach brands.

From email to ads, in searches and conversations, Bloomreach ensures personalization comes to life across the entire customer experience — during peak season and beyond. Learn more about the products driving peak season success for brands around the world, including conversational shopping, email, and more.

About Bloomreach

Bloomreach is the agentic platform for personalization. Powering autonomous search, conversational shopping, and autonomous marketing, Bloomreach personalizes the entire customer experience. From retail to financial services, hospitality to gaming, businesses create experiences that drive higher growth and lasting loyalty. Bloomreach drives personalization for 1,400+ brands around the world, including American Eagle, Sonepar, and Pandora.