Through systematic monitoring and analysis of customers’ feedback (reviews), Customer Feedback Management (CFM) systems have been extensively developed in different industries to improve customer satisfaction and experience. Existing systems, however, have mainly relied on solicited feedback channels, such as surveys, and have not considered leveraging online social platforms where customers can leave unsolicited feedback publicly (social feedback) without the constraints of private customer-industry feedback channels. Press’nXPress (PXP) is an IoT-based B2B software company specializing in CFM systems and seeks to be among the first to leverage these unsolicited public feedback outlets. The main goal of this research partnership is to assist PXP to analyze the unsolicited feedback, deliver business intelligence, and automate meaningful insights from customer conversations by uniquely applying the University of Windsor’s expertise in Social Network Analysis (SNA) and Natural Language Processing (NLP) techniques to PXP’s existing service offerings, while acting as a foundation for the development of a long-standing relationship.