An interview with Fayola-Maria Jack
In today’s high-speed, efficiency-driven business environment, long-term relationships are under increasing strain. Standardized processes, rapid contracting, and transactional mindsets dominate many commercial engagements – and this often leads to conflict. Recent research confirms that unpredictable market conditions are driving an increase in major disagreements. 1
But Fayola-Maria Jack, an industry expert with a career spanning legal, commercial, and government roles, is challenging that trend. She is advocating for a shift from reactive claims management to proactive relationship building. For her, the story isn’t about the disputes themselves, but what they reveal about the relationships behind them- and more importantly, how we can avoid breakdowns in the first place.
“I’ve always been fascinated by relationships,” Fayola explains. “What makes them work, what causes them to fail, and what we can learn from that to improve business outcomes- not just locally, but globally.” Her core message is clear: while transactional processes may work for one-off, low-value purchases, they are ill-suited for high-value, multi-year contracts that require collaboration, trust, and ongoing engagement. Yet many organizations, often unconsciously, continue to apply a transactional lens to complex partnerships, relying on generic templates and underdeveloped scopes of work. The result is predictable: misunderstandings, misaligned expectations, and eventually, disputes.
“You can’t treat a five-year business partnership like a quick trip to the supermarket,” she says. “But too often, that’s exactly what happens. People reach for standard forms, gloss over the scope when there are complex deliverables at stake, and rush through the setup in a very transactional way - then seem genuinely surprised as the relationship unravels and begins to fall apart.”
To counter this, Fayola advocates for a “go slow to go fast” approach. Investing time upfront to define objectives, align on expectations, and build robust documentation enables smoother execution and minimizes costly disputes down the line. In her view, the focus in many organizations has skewed toward process over substance. Shifting that balance is key to achieving long-term commercial success.
Recognizing that mid-market and large enterprises are increasingly focused on cost-efficiency and collaborative outcomes, she has founded a business that aims to reduce - not monetize - conflict. By helping organizations manage relationships more effectively from the outset, she aims to eliminate the root causes of disputes rather than just respond to them after they escalate.
This philosophy, which is deeply human and relational at its core, might seem at odds with the increasing role of technology in business. But for Fayola, the two are not in conflict. In fact, they’re
complementary. Having studied artificial intelligence and machine learning at a postgraduate level, she sees immense potential in their application to relationship management. “AI is phenomenal when it’s used the right way,” she says. “It’s objective, consistent, and incredibly efficient. It can process massive volumes of data, spot patterns we might miss, and do it all without bias or fatigue.”
However, she is quick to point out that AI is not a replacement for human judgment. Rather, it is a complementary tool - designed to enhance human capabilities, reduce bias, and support better decision-making. When used correctly, AI becomes a force multiplier, allowing organizations to manage risk more effectively while fostering stronger, more resilient partnerships.
“AI only works because of human input,” she notes. “It’s trained by people, tuned by people, and powered by the knowledge we provide.” Business, after all, remains fundamentally about people. Technology, no matter how advanced, should serve to support and amplify human strengths, not replace them. In her view, the best model for the future of commercial relationships is one where humans remain at the center, supported by technology that helps them do what they do best. This might involve AI identifying early signs of misalignment or flagging risks based on data from past relationships. It could also mean using AI to mediate differences before they escalate, ensuring that collaboration continues smoothly.
This approach is particularly relevant in an era where even short-to-medium-term contracts, two, three, or five years, are substantial commitments. And while competitive bidding cycles remain necessary for fairness and innovation, she believes that acknowledging the relational nature of these contracts can help businesses shift away from adversarial models. “There’s nothing wrong with competition,” she says. “It ensures value and fairness. But once a contract is in place, it’s a relationship- and it should be treated as such.”
Ultimately, she’s optimistic about the future. Not because she believes we’ll eliminate disputes entirely, but because she sees a growing willingness among businesses to invest in prevention, rather than cure. She also believes that AI, when properly understood and applied, will play a key role in this evolution.
For her, the work is about more than just saving time and money—it’s about building a better way to do business. One where disputes are the exception, not the norm. One where technology supports, rather than replaces, the human connection. And one where relationships, not just contracts, are at the heart of commercial success.
In a landscape where speed often trumps depth, her message is a powerful reminder: sustainable success in business depends not just on efficiency, but on the quality of relationships. And with the right tools and mindset, organizations can build those relationships to last.
Fayola was in conversation with Tara Bevan and Tim Cummins from WorldCC.
Fayola-Maria Jack – CEO, Resolutiion
Fayola is a Conflict and Dispute Resolution expert whose career spans law, economics, and transformative public service, from serving as Head of Legal in the private sector, and Head of Disputes Practice at the UK Cabinet Office to Director of Transformation at the Royal Air Force. She has also held other senior roles in the private sector, including Director of Commercial Dispute Resolution at Lloyds Banking Group and now CEO of Resolutiion. A trusted advisor to the UN and Board Member of WorldCC, Fayola brings strategic insight, legal expertise, and a passion for impactful change to every role she takes on.
References:
1. Conflicts and disputes in commercial and contracting relationships: https://info.worldcc.com/conflicts-and-disputes