Empathy and Understanding in Business: A Lesson in Cybersecurity and Human Connection

In the world of cybersecurity, it's easy to focus on technology — the firewalls, the code, the defenses that keep data safe. But real protection isn't just about systems. It's about people.

That's the heart of my story, as featured in Empathy and Understanding in Business, a conversation hosted by my friend and co-author Chris Voss. Chris opens by describing my journey of resilience and innovation — a journey that began not in a boardroom, but in the aftermath of Hurricane Andrew.

When Hurricane Andrew struck South Florida, I was just shy of my sixteenth birthday. My family returned home to find devastation — homes flattened, neighborhoods unrecognizable, lives upended.

It was a defining moment. Overnight, I had to grow up. Without power, without windows or doors, we learned to stay calm, to problem-solve, and to rebuild.

That experience taught me something I've carried into my entire career: when disaster hits, resilience and empathy are the first lines of defense.

Today, as CEO of American Frontier, I lead a team dedicated to protecting the industries that build America — architecture, construction, engineering, and manufacturing.

Cyberattacks have become the new storms that threaten livelihoods. But just like in a hurricane, preparation, teamwork, and quick response make all the difference.

To protect clients, we focus on three core pillars:

1. Prevention — firewalls, antivirus, and employee training.

2. Detection — identifying what slips through.

3. Response — acting fast when something goes wrong.

Because prevention will never be perfect — humans make mistakes. What matters most is how quickly we respond when they do.

When I meet with business owners, I don't lead with technical jargon or three-letter acronyms. I tell stories — real stories that connect technology to business risk and human impact.

Take one example: a CPA firm during tax season that suddenly lost its ability to file returns. Hackers had quietly taken over an executive's email account and filed 140 fraudulent returns in a week.

When I tell that story, people listen — because they feel it. They can imagine what it means to lose trust, clients, and credibility overnight. That's empathy in action.

In Never Split the Difference, Chris Voss writes:

"Don't go around thinking people are crazy. Understand them. Empathize with them. Learn where they're coming from."

That idea transformed how I lead — and how I sell. Empathy helps me bridge the gap between technology and trust, between security and human connection.

Just recently, our team detected a live cyberattack on a Friday night. Within four minutes, we shut it down and locked the hackers out. Our client was safe — and grateful. That's what empathy looks like in practice: understanding what's at stake for someone else and being ready to protect it.

As Chris said in his closing:

"Understanding the needs of others not only strengthens our connections but empowers us to make meaningful contributions to our communities."

That's exactly what drives me — using technology to uplift people, not just protect them.

At American Frontier, we don't just secure networks. We safeguard livelihoods. Because cybersecurity, at its core, is empathy in action.