IT doesn’t own tech debt alone. When systems don’t talk to each other, customer experience is what breaks first.

• Who actually owns tech debt in an enterprise? CX and financial leaders must share accountability with IT rather than treating tech debt as purely an infrastructure problem.
• How much does tech debt cost companies in IT spending? Deloitte’s 2026 research found 21% to 40% of IT spending goes toward covering tech debt, with modernization able to cut it by 18% over five years.
• What’s the fix for siloed systems creating tech debt? Shared audits, a single cross-functional backlog, a named business sponsor per initiative, and unifying one customer-facing dataset first.

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Technical Debt Is Quietly Undermining Customer Trust

By Dan Surtees, VP of Strategy, XCCommerce
Originally published in CMSWire | August 4, 2026

Technical debt is no longer just an IT problem. It directly impacts customer trust, operational efficiency and revenue performance.

As retailers expand across physical stores, ecommerce, mobile apps and loyalty programs, many rely on disconnected legacy systems and workarounds. These fragmented technologies can create inconsistent promotions, inaccurate pricing and frustrating customer experiences.

According to Deloitte’s 2026 research, 21% to 40% of enterprise IT spending goes toward managing technical debt. Modernizing infrastructure could reduce that burden by 18% over five years.

For retailers, the consequences extend beyond technology costs. When promotions, loyalty programs and commerce platforms operate independently, customers may encounter offers that work online but fail in-store, undermining confidence in the brand.

Addressing technical debt requires shared accountability across IT, customer experience, marketing and finance. Organizations should prioritize cross-functional technology audits, establish shared modernization roadmaps, assign business sponsors and unify critical customer-facing data, including promotions and loyalty information.

The bottom line: Technical debt is a business challenge, not simply an IT issue. Retailers that connect their systems and align teams can deliver more consistent customer experiences, protect margins and strengthen loyalty.

Read the full article on CMSWire: Your CX Team Owns Tech Debt Too, Not Just IT

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Frequently Asked Questions

What is technical debt in retail?

Technical debt refers to the accumulated complexity, limitations and inefficiencies of technology systems, often resulting from legacy infrastructure, disconnected applications and temporary workarounds. In retail, it can prevent promotions, loyalty programs and commerce platforms from working consistently across channels.

How does technical debt affect customer experience?

Disconnected systems can create inconsistent pricing, failed promotions, inaccurate loyalty rewards and fragmented shopping experiences. These issues frustrate customers, reduce trust and can negatively impact retention and revenue.

Who is responsible for managing technical debt?

Technical debt requires shared accountability across IT, customer experience, marketing and finance. While IT manages the underlying infrastructure, business leaders must help prioritize modernization based on customer impact, operational efficiency and financial outcomes.

How much does technical debt cost businesses?

According to Deloitte’s 2026 research, 21% to 40% of enterprise IT spending goes toward managing technical debt. Modernization initiatives can potentially reduce technical debt by 18% over five years.

How can retailers reduce technical debt and improve omnichannel experiences?

Retailers can reduce technical debt by conducting cross-functional technology audits, creating shared modernization priorities, assigning business sponsors and unifying customer-facing data across channels. Integrating promotions, loyalty and commerce systems is an important step toward delivering consistent shopping experiences.

Why is a unified promotions platform important for reducing retail technology complexity?

A unified promotions platform helps retailers centrally manage and execute offers across physical stores, ecommerce, mobile apps and loyalty programs. Solutions like XCCommerce help reduce reliance on disconnected promotional processes, improve offer consistency and support seamless omnichannel customer experiences.