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Gartner Expert
Ilona Hansen
VP Analyst
Ilona Hansen is a Vice President with Gartner's CRM Strategy research group. Mrs. Hansen manages research in AI CRM application strategies, coupled with a focus on managing complex AI CRM programs such as multiple CRMs across an enterprise-wide organization, AI CRM vendor and AI tool selection process, CRM user adoption and Agentic AI CRM technologies. Mrs. Hansen supports leaders to modernize and transform CRM strategies through Agentic and Generative AI, optimizing customer experience and data foundations. She directs CRM vendor evaluations, performance metrics, cultural transformation and roadmap execution to repair and future-proof CRMs. Mrs. Hansen has extensive global leadership experience and expertise in the execution of sales technologies coupled with over 30 years' IT industry experience.
Ilona Hansen is a Vice President within Gartner's CRM Strategy research group. Mrs. Hansen guides enterprise application leaders through the transition to Agentic and Generative AI-powered CRM ecosystems. Her research focuses on navigating complex, multi-vendor CRM environments, customer data management, and rigorous AI CRM vendor selection and RFP support. Mrs. Hansen empowers organizations to future-proof their CRM roadmaps by aligning AI capabilities with measurable business outcomes. She advises on defining AI-empowered performance KPIs, driving cultural change for AI adoption, and executing targeted CRM repairs over rip-and-replace strategies to maximize ROI. Mrs. Hansen brings extensive global leadership experience in sales technologies, coupled with over 30 years of IT industry expertise.
Previous experience
Prior to joining Gartner, Mrs. Hansen served as a Senior Sales Operations manager at Polycom and Fujitsu Siemens Computers, where she led from 10 to 60 people, varying on the projects. She provided the critical link from management to sales/marketing teams, the partner environment and back-office organizations. Ms. Hansen owned the sales process design and was responsible for effective sales organizational structures. To accomplish these tasks, she developed the necessary sales and marketing tools for management, but also the different teams. Finally, she was responsible for any commission-related issues and disputes. She gained insights into Polycom from a regional point of view, where she headed Sales Operations on a regional level in 20 countries, but also from a headquarter perspective at Fujitsu Siemens Computers, where she was responsible for all EMEA sales projects across 21 countries.
Professional background
Polycom, Senior Regional Sales Operations Manager, 4 years
Fujitsu Siemens Computers, Senior Sales Operations Manager, 8 years
Ingram Micro, Head of Marketing Controlling, 8 years
Areas of coverage
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Enterprise Applications for Technical Professionals
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Customer Experience and CRM Strategies
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Prioritize AI Agent Use Cases
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Prioritize Applications to Modernize
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Define the Modernization Strategy
Education
M.B.A., Clemson University, South Carolina
B.A., Universidad Nacional Autonoma de Mexico, Mexico City
Top Issues That I Help Clients Address
CRM Strategy, such as: How to select your best CRM vendor. How to manage different CRM technologies in your organization.
CRM Strategy: Navigating AI Hype to Identify Real Agentic/GenAI Value
Fixing "Broken" CRMs and Realigning Strategic Roadmaps
Driving Cultural Transformation and User Adoption