At SBI Investment, discussions revolved around venture capital-backed innovation, digital banking and fintech integration, particularly in artificial intelligence (AI), blockchain and digital payments. Meanwhile, Aiful Corporation, one of Japan’s leading non-bank lenders, showcased how automation, data analytics and a commitment to customer service have reshaped the consumer finance sector. Both sessions emphasised how financial institutions can scale innovation while staying true to their mission of doing good by the customer, ensuring accessibility, transparency and responsible financial practices. SBI Investment: Scaling fintech, AI and digital assets through a customer-first approach The session with SBI Investment, led by Tomoyuki Nii, director and executive officer, general manager of overseas investment department, offered insights into how the firm has built an ecosystem that integrates fintech, AI and digital assets while keeping customer needs at the core. Nii traced SBI’s transformation from its beginnings as SoftBank Finance to becoming an independent venture capital powerhouse. Over the years, SBI has played a key role in shaping Japan’s digital financial landscape, investing in startups and scaling fintechs that bring meaningful solutions to customers and traditional banks and financial institutions —whether through better access to digital banking, investment platforms or blockchain-powered financial services. The discussion explored how SBI’s digital asset strategy is rooted in creating transparency and trust in financial transactions, particularly through its cryptocurrency exchange and digital token initiatives. SBI’s partnership with Circle to introduce a regulated stablecoin in Japan was highlighted as a step towards enhancing financial accessibility and creating a more inclusive digital payments ecosystem. Beyond fintech and digital assets, SBI’s customer-first approach extends to its global investments, where it supports local financial institutions in Southeast Asia and Europe by providing access to capital and fintech expertise. By collaborating with regional venture capital firms, SBI ensures that startups have the resources to innovate and create solutions that meet the financial needs of their respective markets. Delegates discussed how SBI balances rapid innovation with regulatory compliance while maintaining a customer focus. Nii emphasised that the balance of speed and responsible investment and ecosystem-building are core to SBI’s philosophy, ensuring that fintech solutions are not just technologically advanced but also customer-friendly and aligned with regulatory expectations. Aiful Corporation: A legacy of customer-centric lending innovation The session with Aiful Corporation, led by Shinichiro Okuyama, managing executive officer, data analytics department, provided a historical perspective on how Japan’s consumer finance sector has evolved while prioritising customer service, accessibility and financial education. Okuyama shared how Aiful pioneered automated lending in Japan in the 1990s, introducing unmanned branches that enabled customers to complete the entire revolving consumer loan application process—from credit evaluation to disbursement—within 30 minutes. This innovation set the foundation for today’s digital lending model, where online applications allow loan approvals to be processed in minutes, significantly improving financial accessibility for consumers. The discussion highlighted how Aiful ensures responsible lending practices, leveraging credit bureau data and Japan’s My Number identity system to assess creditworthiness. Risk management remains a key priority, and Aiful continues to enhance its AI-powered collection process, with chatbots facilitating engagement and repayments. When a loan remains unpaid beyond a set period, the company transitions to a structured resolution process to ensure compliance and financial stability. Beyond consumer lending, Aiful provides small business financing as well as bank guarantees to secure loans from bigger banks, recognising the need for flexible credit solutions for entrepreneurs and independent businesses. This aligns with Aiful’s mission to provide financial support to a wider audience while maintaining responsible lending standards. Aiful’s commitment to customer service extends to its marketing and brand-building efforts, where it has created strong brand recognition through dominant marketing investment to amplify initiatives like MyLife Card Credit, BIN sponsorships and Visa’s wearable payment solutions. These innovations reflect Aiful’s strategy of combining financial accessibility with convenience and technology, ensuring that customers have seamless payment options that fit into their lifestyles. Despite its success in Japan, Aiful’s expansion into Thailand has presented challenges, highlighting the complexities of navigating foreign markets with different regulatory environments and consumer behaviours. Delegates engaged in discussions about how consumer finance firms can scale internationally while maintaining the same level of customer trust and service quality.
