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This report from the Economist Intelligence Unit reviews how expectations for technology are changing under the impact of numerous trends, and assesses the implications for CIOs, the IT function and the broader business.


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In recent years owing partly to the widespread adoption of consumer technologies in the workplace, CIOs and senior managers have taken to worrying about a disruptive technology effect within the business.


The “consumerisation” trend has fuelled concerns in the executive suite that employee expectations of enterprise technology—and the IT function—are rising beyond the reality of what it can deliver.


Based on this view, the resulting expectations gaps could prove harmful to the business by generating dissension within the ranks and leading business units and employees to pursue their own technology solutions.


In this study, the Economist Intelligence Unit sets out to determine to what extent such expectations gaps exist and the impact, if any, on the business.


  • Expectations gaps are overstated: IT is delivering the goods.
  • The generation gap is also exaggerated.
  • Consumerisation can help CIOs to reposition IT.
  • The real challenge: managing expectations of faster innovation.
  • External expectations gaps are a bigger threat.


Click on the button below to download the full report.


The Economist Intelligence Unit (EIU) is the world's leading resource for economic and business research, forecasting and analysis.

Feb 8, 2021
Feb 9, 2012
Essential Guide

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