Your Contact Center Could Be One Outage Away from Disaster – And You Probably Don't Know It

Three CX leaders get brutally honest about why infrastructure resilience has become the boardroom problem nobody is prepared for. In this CX Today Roundtable discussion, Associate Editor Rhys Fisher is joined by Ty Givens (Founder and CEO of the CX Collective), Rhona Bradshaw (CX Consultant), and Mike Wehrs (COO, TieTechnology) to tackle one of the most underestimated risks in enterprise CX: infrastructure resilience. Most organizations assume their stack is resilient. Most are wrong. From shared cloud dependencies that make redundancy an illusion, to AI agents that quietly multiply failures before anyone notices, the gap between what leaders think they've built and what they've actually built has never been more consequential – or more expensive. 77% of CX leaders faced a major outage in the last two years. For over 90% of enterprises, one hour of downtime costs $300,000 or more. Yet resilience is still treated as an IT afterthought. This roundtable changes that conversation. 🔴 The five nines myth: Rhona Bradshaw explains why traditional uptime metrics act as a “smoke screen” – and why intermittent failures, not full outages, are causing the most customer damage right now 🔴 Where stacks actually break: Mike Wehrs shares real-world examples of how unqualified hands touching IT infrastructure and ignored data quality issues bring contact centers down – often from the inside 🔴 Redundancy that isn't: Ty Givens unpacks why organizations discover their systems have no real redundancy only when everything fails simultaneously – and why ownership silos are the root cause 🔴 AI making it worse: All three guests align on a uncomfortable truth – throwing agentic AI onto sub-adequate infrastructure and dirty data doesn't accelerate your CX, it accelerates your failures If your resilience strategy still lives in an out-of-date playbook on a shelf, this is essential viewing.For more Customer Experience tech news visit https://www.cxtoday.com