It’s a basic principle that customer experience initiatives and business strategies don’t always go as planned. Failures can come from a number of factors, ranging from outside disruption to poor internal choices. What sets resilient companies apart is how they prepare for the inevitable hiccups. Staying agile and preparing for the future can help withstand the ups and downs of customer experience. This week brought two stories that can serve as cautionary tales of how not to prepare for challenges and one story highlighting the importance of adaptability.