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A global survey of more than 550 senior executives across 30 countries and territories reports that 91 percent of "iconic" companies -- those that maintain both the highest levels of customer experience (CX) satisfaction and have world-leading brand recognition -- deploy Artificial Intelligence (AI) solutions to increase customer satisfaction, compared to 42 percent of companies in their fields overall. The new report from MIT Technology Review is sponsored by Genesys and called Getting to Iconic. It reveals iconic firms are more likely to recognize that automated AI tools are most effective when they supplement and extend the capabilities of their customer support team, rather than replace human investment. As so, 60 percent of survey respondents felt they had the right mix of "live" and automated customer communication channels, compared to only 26 percent of the poor performers and 40 percent overall. Furthermore, the report concludes that iconic companies are using artificial intelligence for more than just chatbots.