Under The Surface Podcast

Episode Description:
In this episode of Under The Surface, host Paul Zyla sits down with Rich Bates, a volunteer leader with Operation Shamrock, to expose one of the fastest-growing threats most people still underestimate: the global scam economy.
 
Rich explains how highly organized criminal networks run sophisticated scam operations at scale—often tied to human trafficking, forced labor, and financial exploitation. This conversation goes far beyond cybersecurity. It’s about leadership, awareness, employee risk, family vulnerability, and why scams are designed to feel personal, urgent, and believable.
 
From protecting elderly family members to helping employees recognize red flags, this episode offers practical insight for leaders and individuals who want to stay informed, ask better questions, and reduce risk before becoming the next target.
Guest Introduction:
Rich Bates is a community volunteer with Operation Shamrock, an organization focused on educating the public, mobilizing action, and disrupting large-scale global scam networks. His work helps raise awareness around cyber-enabled fraud, financial scams, and the human trafficking systems often operating behind these criminal enterprises. Rich is passionate about helping individuals and organizations recognize threats early and respond with clarity.
Key Takeaways:
Modern scams are not random—they are highly organized, scalable criminal operations.
Many scam networks are tied to forced labor and human trafficking.
Urgency and emotional manipulation are core tactics scammers use because they work.
Victims should never feel shame—reporting scams helps others and supports investigations.
Leaders must treat scam awareness as both a people issue and a business risk issue.
Slowing down and asking better questions can prevent costly mistakes.
 
Chapter Markers:
0:00 Welcome to Under The Surface
0:30 Introducing Rich Bates
1:10 What is Operation Shamrock?
3:00 How fast scam networks are growing
5:00 What happens when victims report incidents
8:00 Who scammers target most often
10:00 Inside organized crime scam networks
13:00 Human trafficking behind cyber scams
16:00 Why these scams are so effective
19:00 Banks, credit unions, and fraud prevention
23:00 The true volume of global scams
26:00 Supporting victims without judgment
29:00 Protecting elderly family members
32:00 What CEOs and leaders need to understand
35:00 Final reflections: awareness over fear
38:00 Closing thoughts
Keywords:
Under The Surface podcast, Paul Zyla, Rich Bates, Operation Shamrock, scam prevention, cyber fraud awareness, human trafficking scams, business risk management, phishing scams, fraud prevention, leadership risk, employee awareness training, financial scams, cybersecurity podcast
Pull Quotes:
“Scams don’t succeed because people are foolish—they succeed because they’re engineered to feel real.”
 
“This isn’t just cybercrime. It’s a human issue, a business issue, and a leadership issue.”

Episode Description:
In this episode of Under The Surface, host Paul Zyla sits down with Rich Bates, a volunteer leader with Operation Shamrock, to expose one of the fastest-growing threats most people still underestimate: the global scam economy.
 
Rich explains how highly organized criminal networks run sophisticated scam operations at scale—often tied to human trafficking, forced labor, and financial exploitation. This conversation goes far beyond cybersecurity. It’s about leadership, awareness, employee risk, family vulnerability, and why scams are designed to feel personal, urgent, and believable.
 
From protecting elderly family members to helping employees recognize red flags, this episode offers practical insight for leaders and individuals who want to stay informed, ask better questions, and reduce risk before becoming the next target.
Guest Introduction:
Rich Bates is a community volunteer with Operation Shamrock, an organization focused on educating the public, mobilizing action, and disrupting large-scale global scam networks. His work helps raise awareness around cyber-enabled fraud, financial scams, and the human trafficking systems often operating behind these criminal enterprises. Rich is passionate about helping individuals and organizations recognize threats early and respond with clarity.
Key Takeaways:
Modern scams are not random—they are highly organized, scalable criminal operations.
Many scam networks are tied to forced labor and human trafficking.
Urgency and emotional manipulation are core tactics scammers use because they work.
Victims should never feel shame—reporting scams helps others and supports investigations.
Leaders must treat scam awareness as both a people issue and a business risk issue.
Slowing down and asking better questions can prevent costly mistakes.
Chapter Markers:
0:00 Welcome to Under The Surface
0:30 Introducing Rich Bates
1:10 What is Operation Shamrock?
3:00 How fast scam networks are growing
5:00 What happens when victims report incidents
8:00 Who scammers target most often
10:00 Inside organized crime scam networks
13:00 Human trafficking behind cyber scams
16:00 Why these scams are so effective
19:00 Banks, credit unions, and fraud prevention
23:00 The true volume of global scams
26:00 Supporting victims without judgment
29:00 Protecting elderly family members
32:00 What CEOs and leaders need to understand
35:00 Final reflections: awareness over fear
38:00 Closing thoughts
Keywords:
Under The Surface podcast, Paul Zyla, Rich Bates, Operation Shamrock, scam prevention, cyber fraud awareness, human trafficking scams, business risk management, phishing scams, fraud prevention, leadership risk, employee awareness training, financial scams, cybersecurity podcast
Pull Quotes:
“Scams don’t succeed because people are foolish—they succeed because they’re engineered to feel real.”
 
“This isn’t just cybercrime. It’s a human issue, a business issue, and a leadership issue.”

Episode Description:
In this episode of Under The Surface, host Paul Zyla sits down with sales performance expert Gregg Johnson to uncover a challenge every growing organization faces—but few leaders see clearly: blind spots.
 
As businesses scale, leaders naturally step further away from day-to-day operations. That’s a sign of growth—but it also creates gaps in visibility that can quietly impact performance across sales, operations, and customer experience. Gregg shares how audits, metrics, and outside perspective help leaders identify friction points, uncover inefficiencies, and realign their teams for better results.
Guest Introduction:
Gregg Johnson is a sales performance strategist who specializes in auditing sales environments to uncover hidden gaps, inefficiencies, and missed opportunities. Through his friction-free sales framework, Gregg helps organizations improve performance by simplifying processes, aligning teams, and using data-driven insights to identify where breakdowns occur—and how to fix them.
Key Takeaways:
As businesses grow, leaders naturally lose visibility into areas they once managed closely.
Blind spots are not failures—they’re a result of perspective and growth.
Metrics and scorecards are essential for understanding real business performance.
Outside audits provide clarity that internal teams often can’t see themselves.
Small inefficiencies across processes can create major business impact over time.
Continuous improvement is critical—standing still is often the biggest risk.
Chapter Markers:
0:00 Welcome to Under The Surface
0:30 Introducing Gregg Johnson
2:00 Why leaders develop blind spots as they scale
5:00 Losing visibility vs. growing the business
8:00 The role of metrics and scorecards
11:00 Why communication with leadership teams matters
14:00 Defining blind spots in business
18:00 Sales vs business-wide impact
22:00 What a sales audit really means
26:00 Common gaps in sales metrics
30:00 Real-world examples of inefficiencies
34:00 Change management and resistance
37:00 What happens when leaders ignore blind spots
40:00 The importance of outside perspective
42:30 Final takeaways for CEOs and CFOs
Keywords:
Under The Surface podcast, Paul Zyla, Gregg Johnson, sales performance audit, business blind spots, leadership strategy, business growth challenges, sales metrics, operational efficiency, sales process improvement, scaling a business, business consulting, leadership development
Pull Quotes:
“Growth doesn’t eliminate problems—it just hides them in places leaders can’t easily see.”
“Blind spots aren’t a sign of failure—they’re a sign your business has outgrown your visibility.”

Episode Description:
In this episode of Under The Surface, host Paul Zyla sits down with sales performance expert Gregg Johnson to uncover a challenge every growing organization faces—but few leaders see clearly: blind spots.
 
As businesses scale, leaders naturally step further away from day-to-day operations. That’s a sign of growth—but it also creates gaps in visibility that can quietly impact performance across sales, operations, and customer experience. Gregg shares how audits, metrics, and outside perspective help leaders identify friction points, uncover inefficiencies, and realign their teams for better results.
Guest Introduction:
Gregg Johnson is a sales performance strategist who specializes in auditing sales environments to uncover hidden gaps, inefficiencies, and missed opportunities. Through his friction-free sales framework, Gregg helps organizations improve performance by simplifying processes, aligning teams, and using data-driven insights to identify where breakdowns occur—and how to fix them.
Key Takeaways:
As businesses grow, leaders naturally lose visibility into areas they once managed closely.
Blind spots are not failures—they’re a result of perspective and growth.
Metrics and scorecards are essential for understanding real business performance.
Outside audits provide clarity that internal teams often can’t see themselves.
Small inefficiencies across processes can create major business impact over time.
Continuous improvement is critical—standing still is often the biggest risk.
Chapter Markers:
0:00 Welcome to Under The Surface
0:30 Introducing Gregg Johnson
2:00 Why leaders develop blind spots as they scale
5:00 Losing visibility vs. growing the business
8:00 The role of metrics and scorecards
11:00 Why communication with leadership teams matters
14:00 Defining blind spots in business
18:00 Sales vs business-wide impact
22:00 What a sales audit really means
26:00 Common gaps in sales metrics
30:00 Real-world examples of inefficiencies
34:00 Change management and resistance
37:00 What happens when leaders ignore blind spots
40:00 The importance of outside perspective
42:30 Final takeaways for CEOs and CFOs
Keywords:
Under The Surface podcast, Paul Zyla, Gregg Johnson, sales performance audit, business blind spots, leadership strategy, business growth challenges, sales metrics, operational efficiency, sales process improvement, scaling a business, business consulting, leadership development
Pull Quotes:
“Growth doesn’t eliminate problems—it just hides them in places leaders can’t easily see.”
“Blind spots aren’t a sign of failure—they’re a sign your business has outgrown your visibility.”

In this episode of Under The Surface, we unpack what’s really going wrong inside growing organizations when technology starts to feel like a bottleneck instead of a competitive advantage.
I’m joined by Monica Swanson, a seasoned technology and operations strategist, who breaks down why so many companies struggle with disconnected systems, siloed data, and reactive decision-making. We go beyond the surface to talk about how technology, process, and people must work together—and what happens when they don’t.
If your team is stuck in manual work, frustrated by systems, or unsure how to scale operations effectively, this episode is for you. We dig into real-world examples, practical frameworks, and the mindset shift leaders need to turn technology into a true business enabler.
Guest Introduction:Monica Swanson is a technology and operations strategist with over 30 years of experience helping organizations align their systems with business goals. She specializes in bridging the gap between business and technology—translating complex systems into practical, scalable solutions. Monica works with growing companies to create strategic roadmaps that improve efficiency, eliminate silos, and enable long-term growth. 
Key Takeaways:• Technology issues are rarely just technology problems—they’re usually process and people problems underneath the surface.• As companies grow, siloed systems and disconnected data become a major hidden cost.• You don’t need more tools—you need alignment between technology, processes, and teams.• Leaders must shift from reactive tech decisions to proactive strategy as complexity increases.• Change management isn’t optional—it’s a continuous requirement for scaling organizations.• The real ROI of better systems comes from time saved, reduced frustration, and improved performance.
Chapter Markers:0:00 Intro1:50 Guest Introduction3:00 Why tech becomes a “second job” for leadership6:00 The problem with siloed systems and data10:30 Technology vs business solutions (people, process, tech)14:30 Why change management is so hard17:00 The importance of listening across teams19:30 Fractional leadership and strategic alignment22:00 Turning tech problems into business impact24:30 Calculating the real cost of inefficiency26:30 Seeing the bigger picture across departments28:20 Final takeaway: tech as a growth enabler
Keywords:Under The Surface podcast, Monica Swanson, business technology strategy, IT leadership, operational efficiency, digital transformation, process improvement, change management, fractional leadership, business systems alignment, scaling companies, data silos, ERP strategy, CRM challenges

In this episode of Under The Surface, we unpack what’s really going wrong inside growing organizations when technology starts to feel like a bottleneck instead of a competitive advantage.
I’m joined by Monica Swanson, a seasoned technology and operations strategist, who breaks down why so many companies struggle with disconnected systems, siloed data, and reactive decision-making. We go beyond the surface to talk about how technology, process, and people must work together—and what happens when they don’t.
If your team is stuck in manual work, frustrated by systems, or unsure how to scale operations effectively, this episode is for you. We dig into real-world examples, practical frameworks, and the mindset shift leaders need to turn technology into a true business enabler.
Guest Introduction:Monica Swanson is a technology and operations strategist with over 30 years of experience helping organizations align their systems with business goals. She specializes in bridging the gap between business and technology—translating complex systems into practical, scalable solutions. Monica works with growing companies to create strategic roadmaps that improve efficiency, eliminate silos, and enable long-term growth. 
Key Takeaways:• Technology issues are rarely just technology problems—they’re usually process and people problems underneath the surface.• As companies grow, siloed systems and disconnected data become a major hidden cost.• You don’t need more tools—you need alignment between technology, processes, and teams.• Leaders must shift from reactive tech decisions to proactive strategy as complexity increases.• Change management isn’t optional—it’s a continuous requirement for scaling organizations.• The real ROI of better systems comes from time saved, reduced frustration, and improved performance.
Chapter Markers:0:00 Intro1:50 Guest Introduction3:00 Why tech becomes a “second job” for leadership6:00 The problem with siloed systems and data10:30 Technology vs business solutions (people, process, tech)14:30 Why change management is so hard17:00 The importance of listening across teams19:30 Fractional leadership and strategic alignment22:00 Turning tech problems into business impact24:30 Calculating the real cost of inefficiency26:30 Seeing the bigger picture across departments28:20 Final takeaway: tech as a growth enabler
Keywords:Under The Surface podcast, Monica Swanson, business technology strategy, IT leadership, operational efficiency, digital transformation, process improvement, change management, fractional leadership, business systems alignment, scaling companies, data silos, ERP strategy, CRM challenges

Episode Description:
In this episode of Under The Surface, host Paul Zyla sits down with business strategist Becky Amble to unpack one of the biggest leadership challenges today: companies rushing into AI without knowing what problem they’re trying to solve.
 
Becky explains why artificial intelligence should never come before strategy, how leaders can avoid getting lost in the hype, and why assessment, process, and clarity must come first. From real-world examples of automation wins to lessons learned helping companies through growth, turnaround, and transformation, this conversation focuses on the human side of technology adoption.
 
If you’re a business leader trying to understand how AI fits into your organization without disrupting what already works, this episode will help you slow down, ask better questions, and make smarter decisions.
Guest Introduction:
Becky Amble is a business growth strategist and advisor who has spent her career helping companies improve performance, navigate change, and implement technology with purpose. Known for her practical, assessment-driven approach, Becky works with organizations to identify bottlenecks, improve processes, and use tools like AI to support real business goals — not replace them.
Key Takeaways:
AI should support strategy, not replace it.
Leaders must understand their processes before introducing new technology.
Quick wins help teams build confidence in automation.
Change management is often harder than the technology itself.
Human judgment remains the most important part of decision-making.
Growth starts with clarity about what the business is trying to achieve.
Chapter Markers:
0:00 Welcome to Under The Surface
0:40 Introducing Becky Amble
2:10 Why leaders feel pressure to “do AI”
4:00 AI as a tool, not a strategy
6:00 Starting with assessment and business goals
7:30 Finding quick wins and automation opportunities
10:20 Using AI to remove bottlenecks
11:30 Real client example: sales automation
13:00 Following a process instead of chasing tools
15:00 Change management and employee concerns
16:30 Human intelligence vs artificial intelligence
18:30 How jobs will change, not disappear
20:30 Competitive intelligence and AI
24:00 Accuracy, prompts, and data quality
27:30 Governance and leadership responsibility
31:00 Who should lead AI decisions
33:30 Why Becky cares about helping businesses
36:00 The accident story and life mission
38:00 Final leadership reflections
End: Closing remarks
Keywords:
Under The Surface podcast, Paul Zyla, Becky Amble, AI strategy, business leadership, artificial intelligence in business, change management, automation strategy, digital transformation, leadership decisions, business growth strategy, process improvement, executive leadership, AI adoption
Pull Quotes:
“AI is a tool — but if you don’t know what you’re trying to accomplish, it won’t save you.”
 
“Before you add technology, get clear on the business. That’s where real progress starts.”

Episode Description:
In this episode of Under The Surface, host Paul Zyla sits down with business strategist Becky Amble to unpack one of the biggest leadership challenges today: companies rushing into AI without knowing what problem they’re trying to solve.
 
Becky explains why artificial intelligence should never come before strategy, how leaders can avoid getting lost in the hype, and why assessment, process, and clarity must come first. From real-world examples of automation wins to lessons learned helping companies through growth, turnaround, and transformation, this conversation focuses on the human side of technology adoption.
 
If you’re a business leader trying to understand how AI fits into your organization without disrupting what already works, this episode will help you slow down, ask better questions, and make smarter decisions.
Guest Introduction:
Becky Amble is a business growth strategist and advisor who has spent her career helping companies improve performance, navigate change, and implement technology with purpose. Known for her practical, assessment-driven approach, Becky works with organizations to identify bottlenecks, improve processes, and use tools like AI to support real business goals — not replace them.
Key Takeaways:
AI should support strategy, not replace it.
Leaders must understand their processes before introducing new technology.
Quick wins help teams build confidence in automation.
Change management is often harder than the technology itself.
Human judgment remains the most important part of decision-making.
Growth starts with clarity about what the business is trying to achieve.
Chapter Markers:
0:00 Welcome to Under The Surface
0:40 Introducing Becky Amble
2:10 Why leaders feel pressure to “do AI”
4:00 AI as a tool, not a strategy
6:00 Starting with assessment and business goals
7:30 Finding quick wins and automation opportunities
10:20 Using AI to remove bottlenecks
11:30 Real client example: sales automation
13:00 Following a process instead of chasing tools
15:00 Change management and employee concerns
16:30 Human intelligence vs artificial intelligence
18:30 How jobs will change, not disappear
20:30 Competitive intelligence and AI
24:00 Accuracy, prompts, and data quality
27:30 Governance and leadership responsibility
31:00 Who should lead AI decisions
33:30 Why Becky cares about helping businesses
36:00 The accident story and life mission
38:00 Final leadership reflections
End: Closing remarks
Keywords:
Under The Surface podcast, Paul Zyla, Becky Amble, AI strategy, business leadership, artificial intelligence in business, change management, automation strategy, digital transformation, leadership decisions, business growth strategy, process improvement, executive leadership, AI adoption
Pull Quotes:
“AI is a tool — but if you don’t know what you’re trying to accomplish, it won’t save you.”
 
“Before you add technology, get clear on the business. That’s where real progress starts.”

Episode Description:
In this episode of Under The Surface, host Paul Zyla sits down with public relations strategist Kathy Berardi to explore a critical leadership truth: brand is not marketing — it’s trust.
 
Kathy breaks down why brand equals reality, how executive decisions directly shape credibility, and why consistency matters more than ever in an era of mergers, cyber risk, AI disruption, and nonstop headlines. From succession planning done right to the brand damage that follows broken promises, this conversation dives deep into how leaders unintentionally create — or protect — reputation risk.
 
If you're a CEO, founder, board member, or executive navigating change, growth, or uncertainty, this episode will challenge you to rethink brand as a leadership responsibility — not a communications function.
Guest Introduction:
Kathy Berardi is a trusted advisor to executive teams navigating leadership narrative, brand strategy, and market credibility. With over 20 years of experience in public relations and strategic communications — and a background in film storytelling — Kathy helps leaders align what they say with how they show up, ensuring brand promises translate into lasting trust.
Key Takeaways:
Brand equals trust, profit, and reality — not spin.
Leadership behavior either reinforces or undermines brand credibility.
Mergers and succession planning must be communicated transparently to preserve trust.
Consistency during uncertainty builds loyalty more than innovation alone.
Crisis response isn’t about perfection — it’s about transparency and corrective action.
Employees are one of the most important brand audiences, especially during change.
Chapter Markers:
0:00 Welcome to Under The Surface
1:05 Introducing Kathy Berardi
2:15 Why brand equals trust, profit, and reality
5:00 What brand means in B2B relationships
8:00 Storytelling as a leadership strategy
12:00 PR vs. cybersecurity — risk and reputation
17:30 When brand promises and leadership behavior misalign
22:00 AI, data privacy, and trust erosion
27:00 Mergers, culture shifts, and brand disruption
32:00 Succession planning done right
36:30 Leading through uncertainty in 2026
41:00 Crisis communication and reassurance
45:00 Final leadership reflectio
Keywords:
Under The Surface podcast, Paul Zyla, Kathy Berardi, leadership and brand, executive communications, brand trust, crisis communications, reputation management, succession planning strategy, AI and trust, merger communications, corporate culture change, executive leadership podcast, brand strategy
Pull Quotes:
“Brand isn’t what you say in a Super Bowl commercial — it’s what people experience when it matters most.”
“In uncertain times, consistency builds trust faster than innovation alone.”

Episode Description:
In this episode of Under The Surface, host Paul Zyla sits down with public relations strategist Kathy Berardi to explore a critical leadership truth: brand is not marketing — it’s trust.
 
Kathy breaks down why brand equals reality, how executive decisions directly shape credibility, and why consistency matters more than ever in an era of mergers, cyber risk, AI disruption, and nonstop headlines. From succession planning done right to the brand damage that follows broken promises, this conversation dives deep into how leaders unintentionally create — or protect — reputation risk.
 
If you're a CEO, founder, board member, or executive navigating change, growth, or uncertainty, this episode will challenge you to rethink brand as a leadership responsibility — not a communications function.
Guest Introduction:
Kathy Berardi is a trusted advisor to executive teams navigating leadership narrative, brand strategy, and market credibility. With over 20 years of experience in public relations and strategic communications — and a background in film storytelling — Kathy helps leaders align what they say with how they show up, ensuring brand promises translate into lasting trust.
Key Takeaways:
Brand equals trust, profit, and reality — not spin.
Leadership behavior either reinforces or undermines brand credibility.
Mergers and succession planning must be communicated transparently to preserve trust.
Consistency during uncertainty builds loyalty more than innovation alone.
Crisis response isn’t about perfection — it’s about transparency and corrective action.
Employees are one of the most important brand audiences, especially during change.
Chapter Markers:
0:00 Welcome to Under The Surface
1:05 Introducing Kathy Berardi
2:15 Why brand equals trust, profit, and reality
5:00 What brand means in B2B relationships
8:00 Storytelling as a leadership strategy
12:00 PR vs. cybersecurity — risk and reputation
17:30 When brand promises and leadership behavior misalign
22:00 AI, data privacy, and trust erosion
27:00 Mergers, culture shifts, and brand disruption
32:00 Succession planning done right
36:30 Leading through uncertainty in 2026
41:00 Crisis communication and reassurance
45:00 Final leadership reflectio
Keywords:
Under The Surface podcast, Paul Zyla, Kathy Berardi, leadership and brand, executive communications, brand trust, crisis communications, reputation management, succession planning strategy, AI and trust, merger communications, corporate culture change, executive leadership podcast, brand strategy
Pull Quotes:
“Brand isn’t what you say in a Super Bowl commercial — it’s what people experience when it matters most.”
“In uncertain times, consistency builds trust faster than innovation alone.”