In this episode of Smooth Scaling, Jillian Als, CMO at Queue-it, unpacks The Age of Online Trust report. She explores why reliability is the license to operate, how trust is earned in drops but lost in buckets, and what 1,000 consumers revealed about their expectations for fairness, transparency, and resilient digital experiences. For technical leaders, the findings confirm that every percentage point of uptime and performance directly impacts trust, loyalty, and long-term business growth.

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Jillian Als is Chief Marketing Officer at Queue-it, where she leads global marketing efforts to help businesses earn and protect online trust for billions of digital visitors each year. With 15+ years in B2B SaaS marketing, she’s known for her expertise in go-to-market strategy, demand generation, and brand development, as well as her passion for building happy, high-performing teams. A frequent speaker at industry podcasts and events like SaaSiest2025 and Funnel Vision, Jillian brings a deep understanding of consumer behavior and the link between digital performance, transparency, and loyalty.

This podcast is hosted by José Quaresma, researched by Joseph Thwaites and produced by Perseu Mandillo.

• (00:00) - Intro: Trust, Scale & a Special Guest
• (01:06) - The Meaning of Reliability
• (03:08) - Exploring Technical and Commercial Views on Reliability
• (04:53) - A Deep Dive Into the “Age of Online Trust” Report
• (07:13) - The Global Survey Methodology
• (08:13) - The Definition of Online Trust
• (10:28) - The Ongoing Importance of Trust Beyond Peak Events
• (12:33) - Key Findings: How Bad Experiences Erode Trust
• (13:54) - Gen Z’s Higher Trust Expectations
• (16:26) - Preference for Smooth Experiences Over Speed
• (18:45) - The Psychology Behind Informed Waiting
• (21:11) - How Trust Fuels Loyalty, Spend, and Advocacy
• (26:31) - Technical Takeaways From the Report
• (29:06) - Rapid Fire Insights on Scalability, Books, and Career Advice