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This report provides a snapshot of digital commerce, customer service and marketing metrics during the busy Christmas shopping season. Salesforce sourced data for this
report
from live digital commerce sites transacting on the Commerce Cloud, customer service activity from across Service Cloud, and marketing activity from
across
Marketing Cloud. This activity was collected from the peak Christmas shopping season, 20–26 November. The report focuses on the retail sector,
and all
data has been aggregated and anonymised to produce a diverse analysis set.
For the commerce metrics, time of day has been normalised to the shopper's local time and the discount rate is calculated as the discount on merchandise purchased and does not
include
items already on markdown.
The Christmas Shopping Report and these reported values are not indicative of Salesforce operational performance.
For the analysis, we identified the unique periods that occur before and within the season. Those periods are defined as:
Christmas Shopping Season (37 days): Tuesday 20 November–Monday 26 December; Cyber Week (7 days): Tuesday 20 November–Monday 26 November; Post-Cyber Week (7 days): Tuesday
27
November–Monday, 3 December; Mid-Season (7 days): Tuesday 4 December–Monday 10 December; Pre-Christmas (7 days): Tuesday 11 December–Monday 17 December; Christmas and Boxing
Week (9
days): Tuesday 18 December–Wednesday 26 December.
* Buying intent signal includes actions such as completing a purchase, adding a product to basket, starting to check out or using site search.