Enterprises have more technology options than ever before. They also have more information regarding their performance.
Theoretically, this should help decision-makers invest more wisely. However, new Gartner research suggests otherwise.
Indeed, a whopping 56 percent revealed they had a high degree of "purchase regret" regarding their most recent large-scale technology purchase.
Surveying over 1,100 participants – at manager level or higher – the study reveals that it is the buying experience causing most frustration. Indeed, regret-related feelings are at their peak during the pre-implementation stage.
Speculating as to why this might be, Hank Barnes, VP Analyst at Gartner, stated:
In the past, it was relatively easy for product leaders to predict who buyers were, but no longer. Buying team dynamics are changing, and customers can find buying to be a real challenge.
The study also indicates that such emotions can prolong purchase completion by seven to ten months. In the CX arena, this often leads to frustrated teams, slower transformation, and wasted time and resources.
Another thought-provoking statistic – which goes some way to rationalizing tech regret – is that over two-thirds of people making technology-buying decisions are not in IT.
Pointing towards this finding, Gartner speculates that a chasm is emerging that divides confident technology adopters and buyers from the vast majority.