Silvana Buljan is involved in CRM and Customer Experience projects since 1998 when she started working as management consultant. In 2002 she founded her own consulting business dedicated to make CRM and Customer Experience work in client projects, mainly through customer-centric processes, customer-driven organizational structures, and employee committment (customer centric culture and leadership) - Buljan & Partners Consulting. Today, Buljan & Partners is considered a leading boutique consultancy for Customer Experience and Customer Centric Management in Europe. Silvana is involved as subject matter expert and mentor in initiatives like customerthink, GCCRM, Customer Futures, CRM Idol, PWN, etc. In 2012 she enriched her consulting and entrepreneurial skills with an Executive Coach certification, with the objective to dig deep into organizational and cultural change by working with top management leaders.