The advent of big tech companies like Amazon and Google have significantly influenced consumer behaviour and expectations worldwide, including in Jamaica. COVID-19 pandemic has also reduced access to in-person interactions and hastened the transition to online services.Electricity provider JPS has been adjusting to its customers’ changing needs, by digitalizing its Customer Service, the introduction of its Mobile App, as well as other Self Service Options giving customers choice and control in their use of electricity and the payment of bills.Shanique Donaldson-McIntosh, Manager, Customer Experience at JPS, elaborates on the changes and the benefits, especially to Jamaicans in the diaspora and those involved in the Airbnb business.

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