Fintech Companies That Invest in Experience Will Win the AI-Led Industry over the next Decade

Fintech has exploded over the past decade, but the next wave of winners will not be defined by technology alone. Artificial intelligence (AI) is becoming ubiquitous in financial services—one global survey found that 80% of fintechs are already implementing AI across multiple domains, with 83% reporting improved customer experience as a result [jbs.cam.ac.uk].

The signal here is clear: AI by itself is not a differentiator. What matters is how fintechs use AI to improve human experience. History shows that design-driven companies consistently outperform peers. In an AI-led industry, those who invest in human-centered design, seamless user experience (UX), and trust-building journeys will capture and retain the most customers.

The ROI of Experience: Numbers Don’t Lie

• 219% Market Outperformance
  Design-driven companies outpaced the S&P 500 by 219% between 2004 and 2014 [designforwardsd.com].

• 32% Higher Revenue Growth
  McKinsey’s 2018 analysis showed firms with top-quartile design capabilities achieved 32% higher revenue growth and 56% higher shareholder return [mckinsey.com].

• 9,900% ROI on UX Investment
  Forrester Research found that every $1 invested in UX yields $100 in value. Improved interfaces can boost conversions by 200–400% [gorillalogic.com].

• Cost of Neglect
  88% of users won’t return after a poor digital experience. Fixing usability issues in design is 10–100× cheaper than after release [gbm.hsbc.com].

Bottom line: experience translates directly into revenue, retention, and reduced cost.