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Addressing the Needs of Customers Internally and Externally: A Celebration of Pride in Project Management!





The evening will cover two presentations from highly talented speakers in celebration of Project Management & Pride!

Presentation #1: "Mapping The Customer Journey: Desired Outcomes, Time to Value and Defining Success"

Since the early days of the customer success movement in the spring of 2005, the term “customer journey” has gained prominence and relevance from whiteboards in team meetings to our customers’ actual, lived experiences. 

The customer journey begins the moment they recognize the need for your product or services and continues through the decision to engage with you. We will map this journey and explore three key concepts that will demonstrate how you can be a great partner to your customer.

Learning objectives:

1. Customer journey

2. Desired outcome

3. Time to value

Presentation #2: "LGBTQ Employee Resource Groups: Building Pride from Within"

Organizations are taking more steps to invest in creating workplaces that create a sense of belonging for those in the LGBTQ community along with other historically disadvantaged communities.  A great way to mobilize this investment is in the form of a specific employee resource group (ERG) committed to this area but not restricted to inflexible criteria.


This session will provide a way of understanding and delivering the business case for a LGBTQ ERG and the project planning involved in making this initiative successful.  By the end of the session you’ll understand how to use your influence and PM skills to balance the needs of the business with the value of this program.  From those beginning the journey to those who already have LGBTQ ERGs in place, this provides an opportunity to reflect on this cultural addition and how it adds to the pride of all employees.


By the end of the session those attending will understand:

  • The business case for pride
  • Connecting organizational strategy to ERGs
  • How to define governance and terms of references
  • Using emotional intelligence and people skills to set up best scenarios/expectations
  • What needs to be reported, how, when and to whom


6:30 PM - Welcome & Opening

6:40 PM - Presentation #1: Mapping The Customer Journey: Desired Outcomes, Time to Value and Defining Success

7:15 PM - Presentation #2: LGBTQ Employee Resource Groups: Building Pride from Within

7:50 PM- Closing Remarks

8:00 PM - Conclude


(Subject to HST)

PMI Toronto Members (login prior to registering) - Complimentary

Non-Members and Guests - $10.00


1.5 (Technical)


Speaker #1: Jo-Ann Chiam 


Jo-Ann Chiam is the Vice President of Client Engagement at AudienceView, a software company headquartered in Toronto, Canada.

She is passionate about the amazing outcomes that are possible with the intersection of high performing teams, customer success philosophies and PMI methodologies. Jo-Ann is active in Toastmasters and is a volunteer with PMI Toronto. Once the pandemic is over, Jo-Ann looks forward to going back to having blue hair.


Speaker #2: Michael Kaneva


Michael has over 20 years of experience in helping organizations build more diverse and inclusive workplaces where employees can be their authentic selves. He has worked for international Fortune 500 companies and government agencies throughout Canada. He was under contract with Export Development Canada as their interim Chief Diversity Officer. Most recently, Michael was hired by OPTrust as the first ever director of Equity, Diversity, and Inclusion (EDI). He will work across OPTrust on EDI and will be key in developing their strategy. He will also serve on OPTrust’s Diversity and Inclusion Council.

As a member of the LGBTQ+ community and someone living with a disability, Michael is committed to bringing about meaningful, positive change and developing practical business solutions to address issues of discrimination, racism, and unconscious biases. He has strong partnerships within the community that he will draw on to help educate and inform us on

critical issues of focus.

Michael earned a commerce degree from McGill University specializing in organizational behavior. Since then, he has dedicated his learning and insight to building a rich background and understanding in EDI which he will be leveraging with us at OPTrust. Michael believes that we have reached a huge shift in business where EDI is not just the right thing to do for the moral imperative, but the smart thing to do for business itself.

This event will be a cross collaboration with the PMI Rochester Chapter and the PMI Lakeshore Ontario Chapter.







Cancellation and Refund Policy

Cancellations must be sent in writing by email to info@pmitoronto.ca. Please see the PMI Toronto Courses Cancellation and Refund Policy for further information.

Photography and Filming Policy

Photographs, audio, and video are sometimes captured during PMI Toronto events. By registering, attendees hereby grant permission to photograph and record them at events, and distribute (both now and in the future) the attendee’s image or voice in photographs, social media, videotapes, electronic reproductions, and audiotapes of such events and activities.

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Type of category: PMI Toronto Monthly Meeting

Type of activity: Technical

Date: June 22nd, 2021

Hour: 6:30PM to 8:00PM

# of PDUs: 1.5


Members: Free

Non members and Guests: $10.00