Place for humanity in AI technology projects with Ian Max Ewart

This time we had a pleasure to talk to Ian Max Ewart. Ian is a C-suite Commercial Executive, Director, Board Member and an Advisor, with a 30+ year career in international financial services. Ian is known as an industry leader and reference for marketing, business development and innovation.

In this episode we talk about place for humanity in the AI projects. We discuss the most important aspects companies focus on nowadays, how financial organisations can provide human, personal experience as well as if AI can be a tool in creating applications and solutions that improve the inclusiveness. At the end our guest shares his most recent project which he has been working on.

Michał Grela: Welcome to another episode of IT Insights by Future Processing. Today, I have the pleasure of speaking with Ian Max Ewart, a C-suite commercial executive director, board member, and advisor with a 30-plus-year career in international financial services.

Ian is a recognized industry leader in marketing, business development, and innovation. Ian, could you introduce yourself and tell us what you are up to at the moment?

Ian Max Ewart: It has been a 30-year career that seems to have gone by very fast. I started in private banking and wealth management, with roles in Switzerland, Asia, and North America. During that time, we transitioned from an old relationship model to an IT-enabled model.

Regulation has been a major driver of change across financial services, and I’ve seen it adopted differently in various places. I’ve always lived in “interesting times”.

Michał Grela: It looks like you enjoy it.

Ian Max Ewart: I love it. I particularly like how the industry has evolved through the adoption of technology. I believe we get better quality human interaction when technology is used to remove “dreary tasks”. I remember visiting the Jaguar car factory in Coventry twice, 15 years apart.

The first time, it was noisy, dirty, and handcrafted; the second time, it was light and bright, transformed by just-in-time delivery and technology. Financial services have gone through a similar transition, moving from physical paper coupons and share collection to doing everything at the click of a button.

Michał Grela: It is a spectator seat to incremental change.

Ian Max Ewart: Yes, and we often don’t see it until we look back. The pandemic also concertinaed 10 or 15 years of change into a very short period, and we now adopt things much more easily.

Michał Grela: You currently advise a number of technology companies. What are the “big fishes” in the industry focusing on today?

Ian Max Ewart: I enjoy solving problems by finding technology solutions, sometimes from other industries like Amazon, Google, or Facebook, and applying them to financial services. I’m interested in systematic business and commercial development.

Currently, I’m involved with Asin, which works on operational risk and benchmarking data to make the industry safer, and Core, which focuses on product governance and innovation. I’m also involved in firms focused on financial education.

Michał Grela: Regarding the subject of ROI (Return on Investment), what are the most important aspects to take into account when looking at technology and finance holistically?

Ian Max Ewart: The discipline of looking at ROI is vital because the act of looking at something affects how it behaves. Success requires ownership, championing, and slicing projects into manageable bites with good data. You need responsible individuals who feel they can influence outcomes.

I also believe in de-risking—taking the risk out of execution and scope. It’s about reaching “base camp” first and then moving to the next level in a controlled way.

Michał Grela: That is an interesting view on ROI, focusing on risk and intangible benefits rather than just pecuniary returns.

Ian Max Ewart: Cost is always a factor, but projects often fail due to a lack of shared understanding of the scope. I spoke with a banker whose £18 million project ballooned to £45 million because the scope was underestimated. Managing the execution is where you can have the most influence.

Michał Grela: Where are we currently regarding being data-driven in the financial sector?

Ian Max Ewart: There is too much data. The key is having usable data that influences decisions. You need to structure it and then visualize it to pull out insights. This sets the stage for machine learning and AI.

Most client disappointment stems from unfulfilled expectations rather than service failure, and data helps us understand those preferences.

Michał Grela: Is AI overhyped?

Ian Max Ewart: We are about a quarter of the way there, so it can feel disappointing. However, AI is already showing it is better than humans at systematic tasks like identifying cancers in healthcare. Instead of just using bots to reduce staff, we should use technology to empower staff to provide more insight.

For example, AI can now assess car accident damage from a photograph in minutes.

Michał Grela: Humans are impatient.

Ian Max Ewart: We are, but in regulated industries, we have a duty to all customers, including those with disabilities or the elderly. The future will offer personalized journeys. You might choose a fully automated “capsule hotel” experience or a high-touch “five-star hotel” service.

Michał Grela: Are we seeing technology improve inclusiveness?

Ian Max Ewart: We are on the journey, but there is more to be done.

Michał Grela: I heard you are working on a book?

Ian Max Ewart: It is a thesis on the “Civilized Company”. I want to explore what it takes to be a civilized company and manager in a society dealing with issues like the price of gas, pensions, and Net Zero commitments.

I’m interested in why people are “quietly quitting” and how they are reassessing their relationship with employers. I want to understand how companies evolve in a civilized society.

Michał Grela: That sounds like a very complex and inspiring issue. Thank you, Ian, for this conversation.

Ian Max Ewart: Thank you, Michał.

Michał Grela: Thank you to our listeners. Visit us at itinsights.tech for more.