Volker Mertens

Deutsche Bahn

As Head of Customer Care Management, Volker Mertens has been responsible for the customer service strategy at DB Fernverkehr AG since 2020. He has many years of experience in the areas of Customer Service, Customer Contact Centre and Operations. With this experience, he has set himself the task of increasing the customer satisfaction of long-distance transport customers through service excellence and also shaping the "customer service of tomorrow" for Deutsche Bahn with the help of digitalisation and automation.