 
 
|
 |
The Vanguard team has
experience in all aspects of
the communications industry,
from programming to
high-tech marketing, from
call center management to
multimedia design. We are
proud of the creative
strength we draw from our
professional diversity.
In addition to our own
consulting staff, we partner
with experts from
affiliated companies to
provide our clients with the
best talent in the industry.
Don Van Doren
Don founded Vanguard in
1980 and, as President,
provides overall management
and direction for the firm.
His client work focuses on
strategy and planning for
external customer
interactions through contact
center capabilities, on
internal collaboration
through unified
communications, and on the
growing convergence of
internal and external
communications capabilities.
He is recognized
internationally as a leading
authority on emerging
communications capabilities
and is a featured speaker at
conferences and author in
trade publications. Don
holds a B.A. from Yale
University and a M.B.A. from
the University of Michigan.
Elaine Cascio
Elaine is a Vice
President, and manages
projects in customer contact
self-service strategy, voice
response, and electronic
commerce. She assists
clients with planning,
marketing, and customer
research for voice response
and web implementations.
Elaine has extensive
experience in customer
contact assessment, voice
response application
development, user interface
design, and project
management. She has been
employed in high technology
and communications since
1983. Elaine conducts
workshops on IVR design,
speaks at conferences, and
writes articles on self
service strategy and design.
She has a B.A. from
Dickinson College, and an
M.A. from the University of
Virginia.
Lisa
Stockberger
Lisa is a Vice President
and oversees engagements
involving strategic plan
development, process
redesign, and
implementation. She
frequently works with
clients as project manager
for long term, complex
contact center
implementations, and acts as
a liaison to senior
management. Lisa has held
management positions in the
communications industry
since 1980. She speaks at
conferences and authors
articles on customer
contact. Lisa has a B.A.
from Indiana University.
Sergio Caserta
Sergio heads Vanguard's
Rome office, and is well
acquainted with the call
center and
telecommunications
environment in Italy. His
twenty plus years in the
industry includes work in
software, international
consulting, and IVR and CTI
systems. His work with
Vanguard has involved a
variety of projects in
strategic planning, call
center management, call
center assessment, vendor
selection, IVR application
design and testing,
reporting system design, and
business case development.
He is a regular speaker at
the Italian branch of the
International Institute of
Research (IIR) and Il Sole
24 Ore. Sergio holds a
degree in Electronic
Engineering from Università
di Roma.
Dale Graff
Dale has expertise in
project management, business
case development, technology
planning and implementation, and
acceptance testing. He has
20 years experience in
telecommunications as a project
manager and a technical manager
of large international projects.
Dale holds an M.B.A. from the
University of Chicago, a B.S. in
Engineering Science and an M.S.
in Nuclear Engineering from
Purdue University. He has
made presentations on managing
international projects and is a
certified Project Management
Professional with the Project
Management Institute.
Marty Parker
Marty contributes to
Vanguard projects with his
in-depth experience and
understanding of unified
communications issues and
capabilities.
Marty is a founding partner of
UniComm Consulting and an expert in messaging,
unified communications,
collaboration, mobility and
related applications for
employee effectiveness and
business process improvement.
Prior to his consulting work, he
held senior product and strategy
positions with suppliers of
messaging and collaboration
products. Marty received
his BS from the Haas Business
School of the University of
California, Berkeley.
Maryann Walsh Wolff
Maryann is president of
ProMark Solutions,
and concentrates on call center
technology, operations
assessments, and customer
relationship management
consulting. During her twenty
years in the telecommunications
and customer contact industries,
including five years as
President of Aurora Systems,
Inc., Maryann developed a
widespread reputation for
technology leadership and
innovation. She holds three U.S.
patents for Computer Telephony
Integration inventions, and has
a B.S. in Electrical Engineering
from Brown University and an
M.S. in Electrical Engineering
from Purdue University.
|
