Debbie J. Newport
Co-Founder and Chief Operating Officer
Debbie Newport is known as an executive change agent and pioneer for creating new approaches and innovative ways of thinking to build competitive differentiation. She knows how to leverage a variety of business processes and nontraditional approaches to create strategies for the most complex opportunities. She has over 34 years of leadership experience in a variety of roles, including customer experience design, innovation, marketing, operations, sales, analytics, and retail.
In her 28 years with FedEx, Debbie held more than nine positions to innovate and adopt emerging disciplines to improve the customer experience and drive enhanced financial performance. Debbie’s performance established her among the top one percent of leaders at FedEx globally. Debbie acknowledges this success comes from continually advocating for the customer, identifying emerging customer needs, defining gaps and opportunities, and developing organizational executional alignment.
Standing up a new team for FedEx, Debbie led the development of global customer experience strategies, which resulted in the identification of incremental revenue of $180 million and cost savings of $111 million. She created a new customer engagement strategy and reengineered the multi-channel go-to-market process, requiring organizational change (people, process, platforms), to capitalize on emerging customer needs. The results were outstanding with six percent cost per contact savings, customer response rates 282 percent above plan, and identification of $1 billion in incremental revenue. Using her creativity and sharp analytical acumen, she led her team to develop the first quantifiable model, leveraging attitudinal and transactional data and identifying significant share gain opportunities for FedEx based on emotive drivers to loyalty — a first in the industry.
Prior to joining FedEx, Debbie was the operations manager for the Regional Organized Crime Information Center, responsible for communications, operations, and predictive modeling.
Debbie is now sharing her vast knowledge and proven method for success with organizations through Calade Partners. Debbie and her business partners are diagnosing issues that inhibit positive returns, discovering new strategies to ignite business growth, providing practical and tested solutions, and designing new experiences to dazzle customers. In this new role, she is responsible for advising organizations on their core purpose, branding, marketing mix, customer experience, measurement systems, customer interface technology, and organizational design. Calade delivers plans for their clients to thrive in today’s dynamic business environment.
Debbie has an MBA from Christian Brothers University, mentors a variety of start-up entrepreneurs, and has served on the Interfaith Hospitality Network Board, Memphis March of Dimes, and many other boards.