Chelsea Phillips

PhD Student

BBus (Marketing) with Distinction & BFA (Interactive and Visual Design) with Distinction. Currently completing BBus (Honours) majoring in Marketing at QUT.

Thesis topic

“How ambient intelligent grocery environments challenges the customer experience, customer effort, and memorability of experiences”

Thesis project

Ambient intelligence, whereby an orchestration of embedded devices situated within a physical environment anticipate the needs of its users, has slowly been becoming a reality since its inception over 20 years ago. Flash forward to 2018, the introduction of the Amazon Go store saw this technology enter everyday life in the retail sector, more specifically the grocery industry, by facilitating a ‘no queue, simply walk out’ checkout experience. The concept in itself significantly challenges the traditional customer experience, and with it’s increasing scalability, signals a need to understand the human perception to this embedded technological concept, and it’s relationship to creating frictionless experiences.

BEST Conference 2021 Presentation | “Just Walk Out? Exploring the Challenges of Ambient Intelligence for Customer Experience, Effort and Memorability”


Supervisor details

Prof Rebekah Russell-Bennett – Principal Supervisor – AMPR – QUT Business School

Prof Marek Kowalkiewicz – Associate Supervisor – School of Management – QUT Business School

Projects (Chief investigator)