Future of Global Fintech Second Edition 2025

When asked about the impact of AI on the customer experience, 83% of fintechs reported improvement, with 49% indicating significant benefits (Figure 29). The trend was relatively consistent across regions. Furthermore, 53% of firms in AEs reported significant improvements compared to 44% in EMDEs. Overall, only 15% saw no change in customer experience after AI adoption, with a slightly higher proportion of fintechs in EMDEs (19%) and digital payment fintechs (32%) reporting no change. Reports of a decline in customer experience were minimal. It is worth noting that digital banking and savings (92%) and insurtech (78%) significantly improved their customer experience after AI implementation, the latter also being the first to adopt AI for customer services (50% implemented).Measuring the impact of AI on research and development (R&D) expenditures was important to understanding the cost of AI implementation for fintechs. Overall, 71% of fintechs reported an increase in R&D expenditures, with 21% deeming it significant (Figure 30). There was no change in R&D expenditures; however, for 25% of the firms, 3% reported that it decreased. R&D expenditures with AI were slightly higher in AEs than they were in EMDEs. A higher percentage of fintechs in SSA and the US and Canada reported a significant increase in R&D than in other regions (35% and 28%, respectively). While 33% of fintechs operating in MENA indicated no changes with the adoption of AI, 54% of those in APAC and LAC said R&D spending slightly increased. By vertical, 81% of digital banking and savings firms saw a significant increase in R&D expenditures.Impact of AI on customer experience FIGURE 29 AEs EMDEsGlobal average 49% 34% 15% 53% 33% 12% 44% 36% 19% Significantly improved Slightly improved No change Slightly reduced2% 2% 1% 92% of digital banking and savings firms significantly improved their customer experience after AI implementation. The Future of Global Fintech: From Rapid Expansion to Sustainable Growth 41