Arley Havisto

Professional Background

I hold PMP and CSM certifications and bring over 25 years of experience in the technology industry. Prior to my current role, I successfully led and expanded consulting teams within TTEC Digital’s Microsoft practice as Director of Technology & Consulting and managed project management teams as PMO Manager, driving strategic initiatives and delivering impactful results.

Role at TTEC Digital

As Chief of Staff for TTEC Digital, I partner with the executive team to drive organizational success by aligning strategic initiatives, communications, and ensuring operational excellence. I play a key role in transforming our vision and mission into reality, acting as a bridge between the leadership team and the broader organization.

My responsibilities include orchestrating complex initiatives, streamlining daily operations, and maintaining the organization’s rhythm to ensure sustained progress. I lead special projects, identify areas for improvement, and deliver actionable recommendations that promote efficiency and collaboration across teams. By fostering clear communication and unity, I help propel the organization forward toward its strategic goals.

What do you enjoy doing outside of work?

Outside of work, I find joy in my role as a parent to three incredible children. My oldest daughter is a college freshman pursuing a degree in sonography. My middle daughter, a high school junior, is already taking college courses with the goal of becoming a pediatric surgeon. My youngest, a son in sixth grade, is passionate about all things sports.

I have a deep love of learning and begin each day with a morning reading routine that spans biographies of inspirational change-makers, business books, and fiction, followed by a daily gratitude practice. I’m an avid traveler and instill in my children the belief that every place has something unique and special—you just have to look for it.

Running is my go-to for clearing my mind, and I’m preparing to run my first marathon next year alongside my oldest daughter. These moments, whether spent learning, traveling, or running, fuel my personal growth and keep me grounded.

Why do you think CX is important?

I believe CX is more important today than ever because it directly shapes how organizations build trust, differentiate themselves, and remain competitive in a rapidly evolving marketplace. Customers now expect seamless, personalized, and meaningful interactions across every touchpoint, and their loyalty is deeply influenced by the quality of these experiences. In today’s digital age, where contact centers, CRM, AI, and analytics converge at the "point of conversation," CX has become the key to unlocking value. It not only drives revenue growth but also improves efficiency and reduces costs. CX is the bridge between customer expectations and business outcomes, making it an essential focus for organizations that want to thrive in a customer-first world.

Why do you enjoy working in CX?

As Chief of Staff, I enjoy working in the field of customer experience (CX) because it combines the art of building meaningful, lasting connections with the science of driving impactful business outcomes. CX is at the heart of every interaction, shaping how people perceive and engage with a brand. I find it incredibly rewarding to collaborate with teams to create solutions that not only address immediate challenges but also foster loyalty and trust. Being part of an industry that transforms relationships into measurable value aligns perfectly with my passion for connecting people, uniting efforts, and achieving shared success.