A Systematic Literature Review on the Impact of Business Intelligence Systems in Monitoring Customer Churn in the Insurance Sector

This study reports on a systematic literature review (SLR) tackling how business intelligence (BI) systems in the insurance industry can impact customer churn. The chapter clarifies the key terminologies and outlines the strategic implications of BI system deployment in insurance companies. By doing this, the paper aims to help managers, decision-makers, and information system researchers understand the present state of BI motivation in the context of insurance customer churn. The paper points out the essential topics for the implementation of BI in the insurance sector that have not been well addressed in the literature. It also draws attention to the prevalence of conceptual and theoretical studies, highlighting the necessity for more empirical research to support theoretical frameworks and concepts. Additionally, the review emphasizes how several strategic issues impacted by BI systems in customer churn tracking are interrelated. Using this synthesis, the paper advances a more comprehensive comprehension of the role of business intelligence in mitigating customer churn in the insurance industry. It points out directions for further study to close the current gaps.