Your CX Team Owns Tech Debt Too, Not Just IT

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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