Exploring Customer Influence on the Agile Transformation of Service Providers

Jeppe Aagaard Glud, Kevin Helge Hansen-Schwartz, Raffaele Ciriello

Research output: Journal Article or Conference Article in JournalJournal articleResearchpeer-review


Transitioning to agile software development (ASD) practices is a long and difficult journey. Most existing literature assumes that agile transformation is solely the service provider's task, attributing only a passive role to the customer. This study explores customer influence on the agile transformation of service providers, based on an exploratory qualitative field study at a multinational Danish software firm. Our preliminary results show that a customer's risk tolerance and collaborative routines influence their service provider's transition to agile teamwork practices, planning routines, and customer involvement practices. We outline a conceptual model of customer-mediated agile transformation.
Original languageEnglish
JournalProceedings of the International Conference on Software Engineering
Publication statusPublished - 2019


  • agile development
  • agile transformation
  • agile adoption
  • practices
  • software
  • customer involvement
  • field study


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