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 use several experts from affiliated companies on Vanguard projects.

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.

Jason Alley
Jason consults on Customer Relationship Management, CTI, contact center product development and voice-data convergence projects. His combination of business and technical skills enable him to translate business needs into actionable technology, organizational, and process oriented solutions. During his 10 years in the industry, Jason has held senior management positions with contact center technology providers, and has led numerous contact center technology initiatives from inception through implementation. Jason holds a B.A. in Business Economics from UCLA.

David Calvert
David leads Vanguard's United Kingdom practice. He works with both suppliers and end users in strategic planning, product evaluation, and implementation. David has 30 years of experience in information technology, and has specialized in service and support strategies for advanced consumer products during the past four years.

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.

Sue Elliott
Sue heads Vanguard's Asia Pacific office, concentrating on call centre assessments, process and design development and deployment, project management, and self-service strategy and design. She has been involved with call centres in the UK and New Zealand since 1990, working mainly in the finance, retail, and public sectors, including managing the design and implementation of a new call centre (with all associated facilities, processes, and technology) for a leading UK telephone bank. Sue holds a B.A. in French and Italian from Lancaster University, UK and an International M.B.A. from Bradford University. She also holds a Diploma in Marketing and is qualified as a CIW Professional.

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.

Jeff Hiatt
Jeff is the president of Prosci, and managing director of the Call Center Learning Center and the Change Management Learning Center.  He is author of The Employee's Survival Guide to Change (2001), the Reengineering Design Toolkit (1999), and Winning with Quality (1995). For more than 15 years, he has helped large organizations implement major change initiatives. His research in business process reengineering has involved more than 1000 companies from 54 countries. Jeff has an undergraduate degree in Mechanical Engineering from Colorado State University, and Masters degree in Mechanical Engineering from Rutgers University.

Anne Keefer
Anne provides analytical insight on customer contact self service programs, call center operational assessments, and implementation of call center technologies and metrics. She has led multiple IVR implementations, voice recognition projects, and CTI implementations. With 15 years experience in telecommunications, call center infrastructure and IT, Anne has held management positions in insurance, retail, high tech contact center marketing and sales.

Marty Parker
Marty brings to Vanguard in-depth experience and understanding of unified communications issues and capabilities.  In addition to being a consultant with Vanguard, he is president of his own independent consulting firm, Communication Perspectives.  Marty is 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.

David Powis
David provides expertise in contact center technology planning and implementation, including requirements definition, vendor evaluations, project management, and acceptance testing. His client engagements involve business case development, ROI modeling and analysis, workflow and callflow mapping, process improvement, and application design. David has worked in call center technology and telecommunications for twenty years. He is a graduate of East Anglia University, UK.

Truman Reynolds
Truman focuses on designing and implementing multimedia contact centers. He has over 25 years of experience in technology research and development, system integration, and project management. During the past ten years, Truman has functioned as a system architect and project manager for large, complex channel delivery and contact center projects. He holds a B.S. from Rice University.

Linda Van Doren
Linda performs voice response assessments, and assists with contact center design, including staffing profiles and career pathing, and project and task coordination. She has written internal and external marketing materials and performs usability and acceptance testing at Vanguard. Linda also conducts research and analysis, and monitors industry trends. Her background includes program and project management, development of multimedia training programs, curriculum development and training in many disciplines. She holds M.A. and B.A. degrees from New York University.

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.