Individual Members


Tony Welch, Independent Consultant


Tony Welch has successfully operated as an independent consultant since 2003 when he formed  Avian Consulting which specialises in helping organisations develop propositions that engage customers and consistently drive profitability. His expertise focuses on:
  • customer relationship management (CRM) strategy
  • customer experience analysis and improvement
  • selling effectiveness
  • customer service improvement
  • trouble shooting and solving customer related issues
  • front office systems evaluation and selection.
Tony’s client work includes developing a CRM strategy for a leading Caribbean Bank, thereby improving customer retention and transforming the bank’s customer experience. He has recently worked with a flagship London Local Authority, radically enhancing customer interaction by creating new channels for key services and leading the implementation of a 100 seat contact centre. Tony has also worked with National Express Trains, Vodafone, QlikTech, and Courts.

Prior to establishing his own company, Tony was at PA Consulting, where he devised new strategies enabling organisations to maximise customer value.  Tony delivered a global CRM strategy for a world leading shipping company, creating a new customer experience model and channel strategy for Europe, Asia and USA.

Tony’s earlier career at Accenture specialised in Selling Effectiveness. He worked in California with principal software suppliers and developed strategies to help organisations maximise return on investment from CRM systems.

Tony is also a conference speaker and thought leader – publications include ViewPoint, Sales Director Magazine, British Retail Consortium Yearbook, and speaker at the Council of Mortgage Lenders annual conference.

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Case studies

IT Experts Exchange-case studies Change management/executive coaching (Qedis)

Qedis assisted a local London council with the in-sourcing of service management and transition of services back to the client, including all of the HR, change management, people and communication related issues.

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