Contents -- Our ethical code -- Acknowledgements -- Introduction -- The Touchpoint Leadership proposition -- The benefits of Touchpoint Leadership -- About this book -- 01 The case for Touchpoint Leadership -- The leadership challenge - and the paradoxes -- Seeing leadership through a new lens: the Touchpoint Leadership proposition -- The three domains of Touchpoint Leadership -- 02 Priming the touchpoint to become relational -- Being fully present at the touchpoint -- Personal growth through interaction at the touchpoint -- Developing a relational perspective -- Looking forward -- 03 Pivotal relationships - creating value within the organization -- Connecting and reinforcing difference -- Igniting connective energy at the touchpoint -- Holding the relational space -- Looking forward -- 04 Transforming partnership through the touchpoint -- Introduction -- The professional partnership 'brand in action' -- Building a coherent client relationship through connecting internal touchpoints -- Footnote: Partnering for client service across the business -- Summary -- 05 Building and sustaining the collaborative enterprise -- Introduction -- Building connective leadership - vertically and horizontally -- Catalysing connective learning -- Trusting to act responsibly and freely -- Conclusion -- 06 Developing touchpoint mastery -- Introduction -- A framework for learning -- The Touchpoint Leadership developmental framework -- Summary -- Index.