In This Podcast

A story of servant leadership in the most unlikely of places—a customer contact center.

See the related Experience Report here.


About the Speaker(s)

David Grabel is an enterprise agile coach consulting at Fidelity Investments bringing Agile to the entire organization. He has introduced Scrum, Kanban, XP, and SAFe at both small and large organizations. His previous clients include Vistaprint, Trizetto, Bose, and PayPal where he helped them adopt agile at the team and enterprise level. David has contributed to two recent books: The Agile Enterprise by Mario Moreira and Lean Agile Marketing by Femi Olajiga. He is certified as CSM, CSP, CAL I, KMP II, & SPC. David started his career as a software developer. He became a manager and executive at five startups and three large companies. He was Vice President of Engineering at Monetrics/JM Family Enterprises, Vice President of Internet Technology at Thomson/Gale, and Vice President of Development at Politzer & Haney. He is a board member and former President of Agile New England, a non-profit group dedicated to accelerating the adoption of agile throughout New England. David was the Co-Product Owner for Agile Games 2018. He has spoken at many conferences including Agile 2015, 2016, and 2018, XP 2019, the Agile Technology Conference, Business Agility, Lean Kanban North America and Mile High Agile.

As an Agile Coach at Vistaprint, David assists key leaders in continuing the organization's Agile transformation through education, mentoring, professional coaching and facilitation. He has co-developed and co-delivered Agile leadership pathways which have helped leaders gain the necessary mindsets, practices, tools and techniques to lead the transformation of an Agile organization. David is an ICAgile Certified Professional Agile Coach and Team Facilitator and has used these skills to build clarity and competence into the coaching role at Vistaprint.

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Rebecca is President of Wirfs-Brock Associates and Director of the Agile Experience Report Initiative. She helps organizations and individuals hone their design and architecture skills, improve system quality and manage technical debt. In addition to coaching and mentoring she conducts workshops on agile architecture, design heuristics, and pragmatic software design. She invented the set of design practices known as Responsibility-Driven Design (RDD) and by accident started the x-DD meme. Rebecca is also the Agile 2021 and XP 2021 Experience Report Track Co-Chair. She is on the Board of the Hillside Group and writes patterns and essays about sustainable architecture, agile QA, and design heuristics. If you want to share experiences or wisdom in pattern form, Rebecca can help you turn your itch for writing into the written word. Read her blog at and find articles and patterns and essays on her resources page,