HK Gen Z leads in AI adoption, but tech anxiety lingers

Despite being Hong Kong’s most AI-savvy generation, Gen Z remains the most concerned about keeping pace with the new technology, a Citi Hong Kong survey finds.

Conducted online in Hong Kong with research support provided by Mastercard, the 2026 Citi Wealth AI pulse survey was completed in early September 2026, covering 1,053 respondents aged 21 to 69. All were primary or joint decision-makers for their investment and wealth management activities and had invested in wealth management products in the past 12 months.

The survey aims to examine attitudes towards AI across wealth management, payments and emerging innovations such as agentic commerce.

A notable finding is the "Gen Z paradox". Even with AI adoption at 92%, more than half (52%) of Hong Kong consumers say they worry about keeping up with AI developments, showing that adoption alone does not automatically translate into confidence.

The tension is particularly evident among younger generations. While AI adoption among Gen Z has reached 100%, 66% are concerned about keeping pace with developments, the highest level among all generations surveyed.

Among AI shopping-tool users, 73% report satisfaction, but usage is concentrated before purchase, with 56% comparing prices or brands and 55% researching products, compared to only 16% who complete checkout via AI. Looking ahead to agentic commerce, 53% say they are likely to adopt it within 12 months (rising to 71% among high-net-worth individuals), though 53% cite security risks as their main hesitation.

The survey also found growing openness to advanced AI applications such as agentic commerce, though consumers still view human expertise as essential. 61% believe AI is already transforming wealth management today, and 82% expect it to have at least a moderate impact over the next one to three years.

Among AI wealth-tool users, adoption is still concentrated around information gathering and decision support, led by three primary use cases: monitoring market developments and volatility, synthesizing expert financial commentary, and clarifying complex financial concepts.

Meanwhile, 77% of the respondents from the emerging affluent segment prefer AI to inform or recommend actions, while only 4% allow AI to manage investments entirely on its own. This sharp contrast suggests that consumers expect AI to augment rather than replace the existing advice model.

Trust is key to agentic commerce

AI is already demonstrating tangible value in everyday life, helping consumers make faster and more informed purchasing decisions. In shopping specifically, the top three AI use cases are comparing prices, brands or merchants; researching product information and reviews; and discovering new products or brands.

Among consumers who have used AI-powered shopping tools, 73% reported being satisfied with their experience, suggesting that practical, positive interactions are building consumer confidence in the technology.

This growing familiarity is paving the way for agentic commerce, where AI completes transactions on consumers' behalf. Over half (53%) would try it within the next 12 months, rising to 71% among high-net-worth individuals. However, broader adoption hinges on addressing concerns over security, accuracy, and bias, making trust essential as AI evolves.

While AI adoption continues to grow, the survey suggests that the next phase of adoption will depend less on technology itself and more on trust. Consumers ranked traditional banks as the most trusted providers of AI-powered wealth solutions.

The findings indicate that trusted, secure and well-governed platforms will play a critical role in driving future adoption, reinforcing that while innovative features may spark interest, trust will ultimately determine whether consumers move from experimenting with AI to embracing more advanced and sustained use cases.

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