Linear’s CX Playbook: Zero-Bug Policy with Alexandra Lapinsky Wilson

All companies care about product quality, but Linear actually has a zero bug policy with teeth.We sat down with Alexandra Lapinsky Wilson, who leads Product Ops and CX at Linear.Linear wants to bring the magic back to software, and Alexandra's teams are making that real for users every day.Hear Alexandra's insights on how CX is critical to delivering on the zero bug promiseIf a user thinks something is broken, it's a bug. No "that's expected behavior" excuses allowedCX does real work before bugs hit engineering: troubleshooting, gathering logs, providing contextCX gets staffed on every product project from discovery through launchFollow The Squawk podcast for hot takes and big ideas in CX. Perfect for a short commute and guaranteed to leave you with actionable insights to implement in your CX operation.Read more about Linear's zero-bug policy here: https://linear.app/now/zero-bugs-policyTimestamps:0:54 - Retail to Software Career7:32 - Zero Bug Policy Explained10:24 - Identifying bugs for eng, collaborating with product16:38 - Hiring Philosophy, Org19:03 - Lightning Round Q&A (great support, favorite metrics)Where to find Alexandra:LinkedIn: https://www.linkedin.com/in/alexandra-lapinsky-wilson/☝️Subscribe to this channel - New episodes in Season 1 are out every 2 weeks!