On the third floor of Gap Inc. in San Francisco, near the western terminus of the Bay Bridge, a bank of 14 big-screen monitors displays web visits, order volumes, sales funnels and other real-time analytics to a constantly rotating team of employees.
This is Mission Control, the beating heart of Gap’s customer experience group. Here, producers, front-end developers, UX designers, data scientists and employees with Swiss Army knife business skills from across all six Gap brands gather to define and refine the customer journey.
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