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Who is Vanguard?

Vanguard is an independent consulting company founded in 1980. We specialize in effective business solutions for improved customer interaction, including contact centers and self service, and for internal collaboration among field staff and knowledge workers. We help clients both with traditional systems and processes and with innovative approaches, such as recent developments in converged and unified communications.

Vanguard Views

60 Ideas in 90 Minutes with Elaine Cascio

Mar 21, 2013 2:30 PM – 3:30 PM EST This will be a fast-paced session with Elaine Cascio at the CRMXchange Multi-channel and Cloud Virtual Conference.  Elaine is a passionate advocate for customer-centric self-service design based on clearly defined customer experience and channel strategies.  Join her for for best practice ideas along with great tips to implement […]

Building Loyalty with Your Multi Channel Customer with Elaine Cascio

March 19, 2013  4:00 PM – 5:00 PM EST Building customer loyalty is a key driver, no matter what business you are in. This session uncovers how you can stand out from the crowd, using the power of multi-channel communications, to engage customers in valuable conversations. You will learn: How to build a customer loyalty […]

Measuring Multi-Channel Success with Don Van Doren and Elaine Cascio

March 19, 2013 11:30 AM – 12:30 PM EST  Join Don Van Doren and Elaine Cascio for this keynote session at the CRMXchange Multi-channel and Cloud Virtual Conference. 2013 brings new opportunities to forge better connections with customers. There are new interaction capabilities—social media and mobile applications are examples—and new expectations on the part of customers. Understanding […]

Resolutions for 2013

an article by Elaine Cascio in the January-February 2013 edition of Customer Magazine  (free registration required.)

10 Things Your Customers Hate About Doing Business with You (And what you can do about them)

an article by Elaine Cascio in the December 2012 issue of Customer Magazine (free registration required.)

Under the Hood: Powering an Exceptional Caller Experience with Elaine Cascio

From the surface, an exceptional caller experience is simple, smooth, and efficient. But under the hood, the best interactions are driven by advanced design techniques and innovative technology. Interaction design demands an extensive view into the customer journey and the intent of the caller. Driving expedient task completion leads to caller satisfaction. Self-service technology requires […]