Centric Consulting’s People and Change (P&C) practice takes a holistic approach to change management. They understand from the outset what it takes to develop integrated change management strategies that help organizations achieve sustainable, meaningful and behavioral change — regardless of the size or complexity of their transformation goals.
In brief:
Key Takeaway: Centric’s P&C practice is committed to driving lasting change within organizations by establishing new ways of working, not just delivering single projects.
Why Is Change So Challenging?: Organizations don’t change — people do! Change success depends on people — and every change-ready organization knows that aligning people is the most complex aspect of any transformation.
What Makes Centric’s P&C team the right team for my business?: Our holistic approach, ability to work within the clients’ culture and operating environment, and practical, implementable solutions set Centric’s P&C practice apart from other change consultants.
What’s new in the world of change?: Businesses are experiencing new ways of working, new working relationships, new levels of autonomy, new structures, new geographic footprints, and new tools and technology to drive efficiency and effectiveness. Depending on your organization’s readiness to implement and individuals’ readiness to learn new things and adapt behaviors and actions to the new norm, you can view these changes as opportunities or liabilities.
Many organizations expect change to happen instantly — like flipping a switch — when in reality, change requires intentional critical thinking, discovery, planning, implementation, and ongoing support from experienced practitioners.
For our P&C team, managing change isn’t just theory, or communications and training, or “hoping” people will do what we want. Individual change is at the heart of the team’s practice and everything that organizations want to achieve. Once individuals have that motivation to do something different, their whole organizational world can begin to change.
“Our work is about encouraging people to break free from patterns of stability, balance, and predictability so they can start to enjoy exploring the possibilities of something new,” said P&C Lead Hil Lee. “That’s why it is so challenging.”
Centric’s approach starts with listening and empathy. Lee brings together her team’s change experts, and, whenever possible, their clients’ internal change management teams. “We appreciate and know how hard change is, so this helps us collaborate to assess, design, and deliver solutions that fit your organization,” Lee explained.
Another distinguishing factor is the team’s “people first” mindset.
“We emphasize the new ways of working that will follow change, and we are committed to integrating change throughout the project and beyond,” Lee continued. “We are action-oriented and outcome-driven, helping you succeed in the real world.”
“We don’t treat change as an extra activity or afterthought — instead, it’s the strategic lever that helps our clients achieve their business goals and realize the full value of their investments,” added Verna Montgomery, one of the P&C practice’s senior change architects. “It’s not just about managing transitions. When we embed change into the core of a transformation, we help organizations adapt and evolve in ways that create lasting value.”
Of course, change is never easy.
“When people face change, they can easily fall back into old habits,” said Lee. “Our role is to provide tools, guidance, and partnership that clients need to support their people through uncertainty and transition while minimizing setbacks. We don’t simply arrive and start making changes. Instead, we seek to understand business objectives, prior experiences with change, and how upcoming changes might affect the organization as a whole.”
We visited with Lee, Montgomery, and P&C Senior Change Architects Kris Britton and Andrew Holley to learn how they partner with clients to gather insights and create customized solutions that lead to productive and meaningful change.
We Help You Discover New Ways of Working
“All our P&C projects begin with discovery,” said Lee. “We want to fully understand the business problem our client needs help solving.”
Discovery involves much more than identifying challenges. The team conducts a needs analysis to assess learning and communication strengths, a stakeholder analysis to identify alignment, and a change impact assessment to map how changes will affect everyone in the organization.
“We collect extensive data on people, processes and technology to chart the journey from the current state to the future state,” Lee said.
Montgomery added, “Unlike organizations that may focus on just the tactical aspects, we look at the overall vision, leadership dynamics, the data needed to measure success, as well as the organization’s structure, programs and talent.”
The P&C team brings deep experience to support this work. Lee’s two decades of experience in change include complex projects such as mergers, acquisitions, and cultural transformations. Montgomery has spent her entire career driving HR and business transformation solutions for a broad range of clients across 14 industry sectors. Holley specializes in leadership and team dynamics, advocating that change should be seen as an opportunity for learning and development. Britton, with nearly 20 years of experience in technology and digital transformation, is an expert at how change requires new ways of working and helping clients embrace those changes.
We Help You Collaborate on Strategy Development
After mapping the landscape, Lee and the team begin turning insights into strategies. They collaborate with their clients, and the client’s change management teams when possible, to design the right strategy.
“We partner with a client’s internal change leaders or entire teams,” said Holley. “And sometimes, those teams don’t have the capacity or capability to support the change at hand. That’s where we will step in to assist and drive the critical business changes.”
Lee noted, “Clients vary widely in their change experience and readiness. Some are well-versed in and understand why change management matters, while others may be new to it or have struggled with it before. Our job is to meet clients where they are.”
Strategy design draws on multiple perspectives, encompassing communication planning, leadership alignment, and learning frameworks. All these elements must work together for successful change.
Britton observed, “There’s still a misconception that change management is just about communication and training. You must understand what’s changing and why before you can communicate or train effectively. That’s why we invest so much in collaboration at the start of every engagement.”
We Focus on Implementation and Sustainment -- Building Capability
“Implementation is where our plans become reality,” said Lee. “It’s when all the data and strategy come together.”
Centric’s player-coach model is key to setting organizations up for long-term success. “Clients hire us to drive change, but we coach as we go. This hands-on style helps people learn so they can continue the work themselves in the future,” Montgomery explained.
Sustainment is essential but often overlooked. “You can’t simply switch on a new ERP system or redesign an organization and expect everyone to know what to do,” Lee cautioned. “People need clarity and ongoing support for change to stick.”
Sustainment planning also involves recognizing achievements and addressing challenges. “We measure success not just by completing implementations, but by lasting behavioral adoption,” said Lee.
“Clients control many things, but not people’s reactions,” she added. “That’s why change is difficult. The best change experts focus on understanding mindsets and helping people adapt.”
Conclusion: The Value of Integrated Change
A key reason Centric’s P&C practice is the right partner for business transformation is how they integrate change management from the very start, not as an afterthought.
The goal is to provide clients with the tools and knowledge they need for the long term, rather than establishing a permanent presence. “We give them the capabilities to sustain success on their own,” Lee concluded.
Integrating change early on saves time and resources, resulting in a smoother and more effective transformation. With their partnership-driven, human-centered approach, Centric’s People and Change team helps organizations confidently move from their current state to their desired future, equipping them to sustain meaningful change over time.
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