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Key Takeaways
WP Engine earned its second consecutive Platinum TITAN Business Award for Customer Experience. The Advisory Services team achieved a 99% first-contact resolution rate and an average CSAT score exceeding 95%.
Operational improvements led to significant gains in customer support efficiency. The team logged over 700 hours of training and decreased ticket resolution time by 20%, with 75% of customers receiving answers in under 10 seconds.
WP Engine also received a Gold TITAN Business Award for its Outstanding Diversity & Inclusion Program. Employee Resource Groups (ERGs) serve as leadership accelerators, with 18% of ERG leaders receiving promotions in 2025.
The DEI program includes initiatives like the Spark Mentorship Program, which achieved a 4.2/5 satisfaction rating last year. Data-driven accountability is maintained through a live ERG Dashboard that tracks membership and event feedback.
We believe that when people thrive, businesses thrive. It’s the driving philosophy behind every product WP Engine launches, every employee-led initiative our teams carry out, and every customer interaction we handle. Today, we are honored to announce that WP Engine has been recognized for our dedication to our customers and to each other with two TITAN Business Awards.
For the second consecutive year, WP Engine has been named a Platinum Winner in the Customer Experience category for Customer Service Department / Team of the Year.
“Our customers rely on us to deliver fast, knowledgeable support, and this recognition validates the people-first mentality our team brings to each and every interaction,” said Slade Cozart, WP Engine VP of Customer Experience. “I’m beyond proud of our work, and I’m honored to call myself a part of this award-winning team.”
Additionally, our commitment to building a diverse and equitable workplace has earned a Gold distinction in the Company & Organization category for Outstanding Diversity & Inclusion Program.
“In a remote-first company, connection takes intentionality,” said WP Engine VP of DEI, Culture, & Development Tarsha McCormick. “The employees putting in time and effort to strengthen WP Engine’s DEI program are doing more than just creating events. They’re building an internal culture that fosters collaboration and promotes individual development for our employees around the globe.”
Read on to learn more about the TITAN Business Awards and the individual honors WP Engine’s teams earned for the 2026 season.
What are the TITAN Business Awards?
The TITAN Business Awards honor the world’s best across industries, recognizing entrepreneurs and organizations for innovative approaches to business, exceptional leadership, and profound customer or industry impact.
Administered by the International Awards Association (IAA), this season alone attracted more than 5,000 entries. To ensure the highest standards of integrity, submissions undergo a structured, blind-judging process that results in five possible achievement levels: Category Winners of the Year, Platinum, Gold, Silver, and Honorable Mention.
Awards are granted solely on merit, recognizing entrants that effectively translate strategy into consistent, long-term results. This means that certain categories may have multiple winners or none at all, depending on the quality of the submission pool.
Platinum performance by WP Engine’s support experts
Spanning eight countries and more than 200 employees, WP Engine’s Advisory Services team supports more than 200,000 customers and 1.5 million sites.
After earning Platinum recognition in 2025, the team continued to elevate its high standards. Ongoing training hours were established for all Technical Support Engineers, with structured education dedicated to new product releases, platform features, and cross-functional knowledge. The team collectively logged over 700 hours of structured training and achieved a 20% decrease in time to resolve customer support tickets.
Our team’s work throughout 2025 is what pushed our submission to the top of the pile and earned WP Engine’s Platinum recognition. Highlights from our 2026 submission include:
- 75% of customers received an answer in under 10 seconds.
- The team maintained a 99% first-contact resolution rate year-over-year.
- The average CSAT score exceeded 95%.
- New AI-powered tooling, including automated chat summarization and a centralized answer repository, allowed engineers to resolve small problems quickly and focus their efforts on high-complexity challenges.
WP Engine has evolved from a managed hosting provider and is proud of our position as a global technology leader providing premium, enterprise-grade solutions, and recognitions like this one underscore our continued pursuit of excellent service for every customer.
A gold-standard culture of inclusion
Our second win this year celebrates the WP Engine team at large. Continued global growth requires both technical excellence from a product perspective and an internal culture of intentional inclusion. Our DEI strategy is the underlying force driving that culture.
Seven global Employee Resource Groups (ERGs) act as strategic partners in professional development and cultural education across the company. These employee-led groups are more than just social circles; they are leadership accelerators. In 2025, 18% of ERG leaders received promotions in their respective departments.
Highlights that led to this Gold distinction include:
- The Spark Mentorship Program: Launched in Spring 2025, this initiative facilitated 30 mentor pairings, resulting in a 4.2/5 satisfaction rating and tangible career development for participants.
- Data-driven accountability: The launch of a live ERG Dashboard provides real-time visibility into membership growth, budgets, and post-event feedback.
- Global engagement: ERG leaders held more than 75 events in 2025, ranging from “Ask Me Anything” talks with company leaders to dedicated listening sessions where employees connect with one another through open-ended discussions.
Our goal is to reach 20% workforce enrollment across our ERGs to ensure that our company culture is as scalable and powerful as the technology we provide.
A thriving, people-first environment
Securing two TITAN Awards in a single year is a proud milestone, and we’re grateful for these recognitions. We know our best work happens at the intersection of powerful technology and human connection, and that includes both the customers we serve and the employees with their boots on the ground (and hands on their keyboards) every day.
To our customers: Thank you for trusting us to provide the tools and support you need to power your digital experiences. To our Advisory Services team and DEI leaders: Congratulations on this well-deserved global recognition! You can learn more about the TITAN Awards on its website.
