Gartner Expert

Melissa Hilbert

Sr Director Analyst

Melissa Hilbert is a Senior Director at Gartner in the Application IT Leaders Group. Ms. Hilbert is responsible for the Revenue (formerly Sales) Enablement agenda within Digital Commerce and CRM Sales Technology which includes a market guide. The technology includes sales content, training and coaching. She covers the digital adoption platform market (DAP) enabling digital adoption of employee technology, which also includes a market guide. She has additional expertise in digital sales rooms. She contributes to research on Gartner's CORE CX model and digital twins of customers for b2b sales. She also covers SFA/CRM tools around adoption and usage and high-level strategy.

Previous experience

Ms. Hilbert has more than 21 years of experience in the IT industry. Prior to joining Gartner, she served as the WW Director of Sales Enablement for sales and presales at IBM where she educated direct and indirect sellers and presales resources, guiding them with best practices for sales execution, industry knowledge and best practices. Prior to IBM, she worked as a Solutions Consultant and managed the presales process with several ICM vendors.

She has directed the enablement efforts worldwide for sales, performance management for sales and tech sales including face-to-face, one-on-one and virtual training. Education imparted encompassed industry knowledge and best practices as well as a focus on sales execution.

Professional background


Director, Worldwide Sales Enablement - Sales Performance Management

Xactly Corporation

Sr. Solutions Consultant, SPM


Presales and Engagement Manager

Areas of coverage

Analytics, BI and Data Science Solutions

Digital Workplace Applications

CRM Strategy and Customer Experience

Digital Commerce and CRM Sales Technologies


B.S., With Distinction, Marketing and Communications, Babson College

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Top Issues That I Help Clients Address

1Revenue (Sales) enablement strategy (content, training and coaching) and vendor evaluation for technology and platforms

2Connect sales effectiveness and operational efficiencies to clients' strategic plans

3Digital adoption platforms strategy, offerings and use cases

4How to think about emerging technology such as digital sales rooms and digital twin of a customer for b2b sales

5CRM/SFA adoption and usage