Meeting/Event Information

Chapter Meeting 2017 May

May 10, 2017
5:45 PM to 8:00 PM
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City West Receptions
45 Plaistowe Mews
West Perth, WA 6005

Topic:  Creating competitive advantage through excellence in service design.

Most people have little problem in understanding that great products are the result of great design. What’s missed by many business owners and managers, is that great service is also the result of great design.

Great design needs a good understanding of a project, and making a comprehensive project management plan with considering all requirements depends on how much do stakeholders engage in the early phases. It amplifies the importance of customer journey.

Crafting a superior customer journey requires creativity, discipline and rigour, supported by an organisational culture where excellence is non-negotiable.

There are literally hundreds of touchpoints along your customer journey … every one of which has the capacity to make or break your customer connection.

Graham will walk us through the keys to designing a standout customer experience by applying the Six Senses of Service!



Graham L. Harvey B.Com FAIM CSP

Professional Speaker, Service Designer and Business Coach Graham Harvey is the bestselling author of Seducing the Vigilante Customer: 101 winning strategies to attract and retain happy customers and healthy profits.

He is recognised as one of Australasia’s foremost thought leaders on Service Design, Customer Experience and Relationship Marketing. Graham holds a Bachelor of Commerce degree from Curtin University with a major in Tourism Management and is a Certified Professional Speaker (CSP) with Professional Speakers Australia. He is currently State President of the WA Chapter.

Commencing his business consultancy in 1986, he continues to work throughout the Asia Pacific region guiding organisations and coaching individuals on growing their business by achieving greater clarity of future, and designing innovative customer experience and customer relationship management and marketing strategies.

Graham’s personal mission is “to inspire and empower business to design and deliver standout customer experiences and create cultures of service excellence.” 

Find Graham on LinkedIn: Graham L. Harvey on LinkedIn


Free parking is available at the venue. The venue is close to the CityWest train station and free city bus services; Read more. The yellow and green CAT will service this area. See the map.


We would also like to invite you to attend PMI Toastmasterswhich meets immediately before the Chapter Meeting servicing the local community of project managers in Perth. Good leaders are good communicators. In Toastmasters you will improve your speaking skills and develop leadership abilities in order to become a better leader. See other meeting times.


$0.00 WAPMI Member

$25.00 Non-Member