Question: According to the HBP article regarding touch points matter , optimizing a single customer journey is tactical; shifting organizational processes, culture, and mind - sets

According to the HBP article regarding touch points matter, optimizing a single customer journey is tactical; shifting organizational processes, culture, and mind-sets to a journey orientation is __________________?
Authentic and sustaining
Strategic and transformational
Responsive and energizing
Highly customer centric
Minimally beneficial to organizational growth

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