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Monday, August 6 • 14:45 - 15:15
A Natural Servant Leader Unlocks the Power of Employees at a Global Contact Center (David Grabel, David Reichert) POPULAR

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Have you ever known a natural servant leader? We had the privilege of working with Serena Godfrey, VP of Customer Service for Vistaprint. She easily passes Robert Greenleaf’s best test for a natural servant leader - “Do those served grow as persons? Do they, while being served, become healthier, wiser, freer, more autonomous, more likely themselves to become servants?”
In this session, we will briefly share how, as a servant leader, she fundamentally transformed the work lives of 1,800 employees in a global contact center while delivering outstanding business results. She turned an unpleasant command and control environment into a self-organizing, Agile organization. Attendees will have a chance to meet and ask questions of Serena, members of her leadership team, and front-line employees who have traveled from their offices in Montego Bay, Jamaica.
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Lessons Learned from Your Experience:
  • At the conclusion of this session, you will be able to:
  • Explain how servant leaders can improve the lives of their employees and enable those employees to deliver better business outcomes.
  • Apply the principles of servant leadership and Agile to elevate rote work into knowledge work.
  • Guide leaders who are not natural servant leaders on their journey towards becoming servant leaders.
  • Guide leaders in developing an organization with servant leadership at all levels.


avatar for David Grabel

David Grabel

Enterprise Agile Coach, Fidelity Investments
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... Read More →
avatar for David Reichert

David Reichert

Agile Coach, Vistaprint
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... Read More →

Monday August 6, 2018 14:45 - 15:15 PDT
Torrey Pines Room 1, 2, & 3